Pamela Birdine
Las Vegas,NV
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
20
20
years of professional experience
Work History
Medical Appointment Clerk
Department Of Defense
10.2021 - 04.2023
- Improved patient satisfaction by efficiently scheduling and confirming medical appointments.
- Enhanced office organization by maintaining accurate and up-to-date electronic health records for each patient.
- Contributed to a positive clinic atmosphere by providing exceptional customer service to both patients and colleagues.
- Optimized appointment availability through effective management of cancellations and rescheduling requests.
- Maintained patient confidentiality by adhering to HIPAA regulations while handling sensitive personal information.
- Collaborated with medical staff to address any schedule conflicts or changes, ensuring minimal disruption to patient care.
- Managed high call volumes with professionalism, accurately directing calls to appropriate departments when required.
- Demonstrated adaptability by quickly learning new software systems for appointment scheduling and record-keeping purposes.
- Handled multi-line phone system with ease, addressing each caller''s needs promptly while maintaining a courteous demeanor.
- Maintained up-to-date knowledge of clinic policies, insurance guidelines, and medical terminology to effectively communicate with patients and healthcare providers.
- Managed complex calendars for multiple medical practitioners, verifying accuracy of all appointments.
- Maintained appointment scheduling using a Government computer system called MHS Genesis.
Daycare Owner/Operator
Self
12.2007 - 05.2016
- Increased enrollment rates by implementing innovative marketing strategies and community outreach programs.
- Ensured a safe and nurturing environment for children through regular maintenance, and adherence to safety protocols.
- Enhanced parent satisfaction by maintaining open communication channels and addressing concerns promptly.
- Developed age-appropriate curriculum plans focused on cognitive, social, emotional, and physical development.
- Managed financial aspects of the daycare business, including budgeting, expense tracking, and revenue generation.
- Organized fun-filled events and activities for children that promoted learning in an engaging manner.
- Maintained compliance with state licensing requirements through regular inspections, documentation updates, and policy reviews.
- Optimized facility space usage by designing creative layouts that maximized play areas while ensuring safety standards were met or exceeded.
- Increased positive feedback from parents through timely progress reports that detailed each child's developmental milestones achieved at the center.
- Promoted healthy eating habits among students by overseeing menu planning and meal preparation according to nutritional guidelines set forth by experts in the field of early childhood nutrition.
- Monitored student performance closely via assessments and evaluations aimed at identifying areas needing improvement or further attention.
- Implemented effective conflict resolution strategies to address behavioral issues that arose among students, ensuring a harmonious learning environment for all.
- Maintained high-quality child care standards based on developmentally appropriate practices.
- Stayed current on guidelines to maintain compliant program operations.
- Attended professional meetings and conferences to maintain and improve professional competence.
- Collaborated on strategies to enhance student learning and behavior alongside parents and teaching staff.
- Modernized instructional plans and educational approaches to enhance student learning.
- Implemented school policies, procedures, and systems to promote safe and healthy environment in compliance with state standards.
- Established and optimized program schedules to cover planned needs while capitalizing on opportunities to improve student learning.
Customer Service Representative
AT&T
03.2006 - 04.2007
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Outsourcing Services Inc.
05.2003 - 03.2005
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Contributed to a positive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives.
- Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Increased productivity levels through efficient time management and prioritization of daily tasks.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Developed expertise in multiple collections software systems for seamless transition between different clients'' needs.
- Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
- Processed payments and applied to customer balances.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained accurate records of customer accounts, payments and payment plans.
- Entered client details and notes into system for interdepartmental access and review.
- Maintained high volume of calls and met demands of busy and productive group.
- Assisted in training new hires on department procedures, system navigation, and best practices for successful collections.
Education
Associate of Arts - Interdisciplinary Studies
Liberty University
Lynchburg, VA05.2016
Skills
- Multitasking
- Decision Making
- Organizational Skills
- Attention to Detail
- Problem Solving and Analytical skills
- Patient Scheduling
- Customer Service
- Interpersonal Skills
- Professionalism
- Computer Proficiency
- Telephone Etiquette
- Medical Terminology
- Time Management
- Data Entry
- Calendar and Appointment Management
- Appointment Scheduling
- Critical Thinking
- Appointment Setting
Timeline
Medical Appointment Clerk
Department Of Defense
10.2021 - 04.2023
Daycare Owner/Operator
Self
12.2007 - 05.2016
Customer Service Representative
AT&T
03.2006 - 04.2007
Customer Service Representative
Outsourcing Services Inc.
05.2003 - 03.2005
Associate of Arts - Interdisciplinary Studies
Liberty University