Pamela M. Powell
Cottage Grove
Summary
Diligent Senior Outbound Provider Support Specialist with background in providing exceptional support and resolving technical issues. Demonstrated ability to streamline processes, enhancing user satisfaction and operational efficiency. Proven skills in troubleshooting and customer service, ensuring seamless user experiences.
Professional Support Specialist with broad experience in delivering exceptional client assistance and resolving complex issues. Strong focus on team collaboration, adapting to changing needs, and achieving results. Skilled in troubleshooting, communication, and conflict resolution. Known for reliability, problem-solving, and customer-centric approach.
Overview
10
10
years of professional experience
Work History
Senior Outbound Provider Support Specialist
Exact Sciences
09.2021 - Current
- Make outbound calls to the provider's office to resolve order issues, patient demographics, and educate when appropriate
- Make calls for leadership for special requests and escalated issues
- Ability to be flexible through multiple types of work duties and work queues
- Worked as floor support when needed
- Trained incoming peers
- Worked on the Process Improvement Team
- Part of the Mentor Program
- Helped identify inefficiencies within the work queues
- Worked with leads to create detailed instructions on the work flow
Inbound Provider Support Specialist
Exact Sciences
10.2019 - 09.2021
- Provide customer service for inbound provider calls
- Follow HIPAA verification and other procedures to ensure regulatory practices are met
- Correction of order errors as needed and completion of shipping and demographic patient updates
- Assisted in hotline duties and floor support when needed
Preneed Claims Process
National Guardian Life Insurance
04.2018 - 10.2019
- Paid Preneed and Funeral Expense Trust Claims while following state regulations and staying within the department turnaround times
- Made follow up calls and letters to funeral homes and family members
- Helped train peers
- Generate letters to necessary customers
- Responsible for processing Counsel Trust claims on a bi-weekly basis
Customer Care Specialist
Duluth Trading Company
01.2017 - 04.2018
- Provided extraordinary customer service with every interaction with the goal of providing resolution in the best interest of both the customer and Duluth Trading Company
- Assisted each customer in a courteous manner to resolve issues, such as defective items, lost orders, exchanges, replacement order, shipping information, and other issues
Customer Care Service Representative
Duluth Trading Company
09.2014 - 01.2017
- Answered calls in a timely manner
- Accurately obtained customer information
- Placed orders for customer providing customers with necessary information regarding shipping and delivery
Education
Associate of Applied Science - Medical Administrative Specialist
Madison College/Madison Area Technical College
01.2018
Associate of Applied Science - Paralegal
Madison College/Madison Area Technical College
01.2013
Microsoft Office Certificate -
Madison College/Madison Area Technical College
01.2013
Skills
- Customer Service Expertise
- Collaborative Teamwork
- Workplace Professionalism
- Detail-Oriented Approach
- Results Driven
- Professional Integrity
- Effective Time Management
- Effective Multitasking
- Analytical Problem Solving
- Operational Efficiency Enhancement
- Service-Oriented Communication
- Virtual Technical Assistance
- Client Support Services
- Customer Engagement Strategies
Timeline
Senior Outbound Provider Support Specialist
Exact Sciences
09.2021 - Current
Inbound Provider Support Specialist
Exact Sciences
10.2019 - 09.2021
Preneed Claims Process
National Guardian Life Insurance
04.2018 - 10.2019
Customer Care Specialist
Duluth Trading Company
01.2017 - 04.2018
Customer Care Service Representative
Duluth Trading Company
09.2014 - 01.2017
Associate of Applied Science - Paralegal
Madison College/Madison Area Technical College
Microsoft Office Certificate -
Madison College/Madison Area Technical College
Associate of Applied Science - Medical Administrative Specialist
Madison College/Madison Area Technical College
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