Olympia Hinson-Mckay
Avon Park,FL
Summary
Knowledgeable patient representative offers demonstrated skills in case management and service coordination. Expertly handles complaints, inquiries and service questions to meet patients' access needs
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
11
11
years of professional experience
Work History
Patient Care Advocate
Cigna
Avon Park , Florida
09.2024 - Current
- Maintained current knowledge of relevant laws, regulations, policies, procedures, standards of practice related to patient advocacy.
- Conducted follow-up calls after hospital discharge to assess recovery progress and identify potential problems requiring further intervention.
- Maintained accurate documentation of all interactions with patients in accordance with HIPAA regulations.
- Providing reorders for customer therapy through the RXHome system. Advised patients of delivery date and copay.
Customer Service Specialist
TriNet
Bradenton, Florida
10.2020 - 07.2024
- Taking high volume inbound calls to resolve general issues related to payroll, benefits, tax and basic human resources
- Provide excellent customer service to provide accurate information in a friendly, professional and empathetic manner
- Manage open cases using Salesforce and Peoplesoft CRM systems
- Build and maintain effective business relationships with all departments
- Followed up with customers after transactions to ensure satisfaction levels were met.
- Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
- Assisted with training new hires.
Customer Service Technician
Wipro
Atlanta, GA
04.2017 - 07.2020
- Taking inbound calls from Geeksquad customers
- Preforming troubleshooting of computers, printers, tablets, and other electronic devices
- Taking payments and upselling of products and services
- Providing excellent Customer Service
- Averaging 80-100 calls daily
- Resolved technical issues by providing step-by-step instructions over the phone or through remote access tools.
- Educated customers on how to use various products offered by the company.
- Recorded detailed notes about each customer interaction in order to track progress towards resolution.
- Assisted with training new and current employees on a new internal system.
Customer Service Representative
Nexxlinx
Decatur, GA
04.2014 - 05.2017
- Taking high volume inbound calls from cable customers
- Answering questions about services and solving an issues that may arise
- Applying payments and credits to account
- Making sure customers who are calling to cancel services are retained
Education
Certificate - Criminal Justice
South Florida Community College
Avon Park, FL01.1996
High School Diploma -
Avon Park High
Avon Park, FLSkills
- Organizational skills
- HIPAA compliance
- Care planning
- Complaint resolution
- Time management
- Member account management
- Problem-solving
- Computer proficiency
- Client relations
- Call center procedures
- Active listening
- Staff education and training
- Tracking complaints
- Shipping procedures
- Customer relationship management (CRM)
Timeline
Patient Care Advocate
Cigna
09.2024 - Current
Customer Service Specialist
TriNet
10.2020 - 07.2024
Customer Service Technician
Wipro
04.2017 - 07.2020
Customer Service Representative
Nexxlinx
04.2014 - 05.2017
Certificate - Criminal Justice
South Florida Community College
High School Diploma -
Avon Park High