PATRICIA LAFAYETTE
Las Vegas,Nevada
Summary
Customer Service Representative with a strong history of providing outstanding support and effectively resolving customer inquiries. Demonstrated expertise in communication and problem-solving, resulting in heightened customer loyalty and satisfaction. In-depth knowledge of Medicare and employer health insurance benefits, ensuring strict adherence to HIPAA regulations. Focused on improving team performance through the implementation of best practices in customer service.
Overview
11
11
years of professional experience
Work History
Inbound Call Center Representative
Cynet Systems Staffing Agency
, NJ
07.2021 - 11.2023
- Handled 50 to 90 calls daily, guaranteeing precise account details for patients and providers.
- Achieved customer satisfaction ranking in 90th percentile through outstanding service.
- Collaborated with providers and pharmacies to resolve claims and prescription challenges.
- Advised patients on navigating insurance claims per state regulations.
- Fostered teamwork within the department by mentoring colleagues.
- Processed accurate payments from patient accounts to pharmacies while maintaining compliance.
- Streamlined operations by utilizing various software tools for enhanced performance.
- Resolved issues effectively, showcasing strong problem-solving abilities.
Inbound Call Center Representative
Randstad Staffing Agency
Las Vegas, NV
01.2020 - 06.2021
- Facilitated daily call volume of 50 to 90 in high-pressure environment, strengthening client relations.
- Achieved high customer satisfaction ratings by resolving inquiries efficiently.
- Collaborated with pharmacies and providers to address benefits and prescription issues.
- Guided patients through insurance claims processes, ensuring compliance with regulations.
- Clarified benefits information for patients and providers to enhance understanding.
- Organized tasks effectively to meet service objectives within established timelines.
- Recommended enhancements for patient experiences based on observations and feedback.
- Maintained expertise through ongoing education and completion of advanced training.
Call Center Representative
Ultimate Staffing Agency
Las Vegas, Nevada
08.2017 - 12.2019
- Managed over 100 calls daily, directing inquiries to appropriate departments for appointments.
- Logged data accurately in company systems to ensure precise tracking.
- Identified document discrepancies and contacted clients for necessary verifications.
- Resolved customer inquiries, ensuring satisfaction and compliance with performance standards.
- Engaged callers by confirming information and defusing anger effectively.
- Maintained detailed records of customer interactions for future reference.
- Processed orders, forms, applications, and requests with accuracy and efficiency.
Inbound Call Center Representative
24-7 Intouch
Las Vegas, Nevada
08.2012 - 06.2017
- Addressed 60 to 80 calls daily to resolve customer inquiries and concerns.
- Assisted customers with online shopping, offering technical support as needed.
- Supplied precise product details and shipping instructions promptly.
- Improved customer retention through discount promotions and new product awareness.
- Achieved consistent 90 percentile performance in metrics, surveys, attendance, and punctuality.
- Handled billing, payment inquiries, and account status questions proficiently.
- Engaged in seminars and training to enhance knowledge of industry regulations.
- Managed processing of invoice payments and accuracy of account database entries.
Education
Certificate of Completion - Phlebotomy/Laboratory Assistant
Medical Skills for Life Academy
Las Vegas, Nevada03.2012
Community College of Southern Nevada - Medical Transcription
Community College of Southern Nevada
Las Vegas, Nevada09.2010
Skills
- Empathetic listening
- Effective telephone communication
- Insurance navigation
- Dispute resolution strategies
- Microsoft Office proficiency
- Detail-oriented mindset
- Software utilization
- Critical thinking skills
- Multi-tasking ability
- Typing speed (50 wpm)
- Team collaboration
- Product knowledge
- Customer needs assessment
- Data entry precision
- CRM systems knowledge
- Performance analysis metrics
- Self-motivated individual
- Adaptability and flexibility
- Insurance claims verification
- Regulatory compliance expertise
- Member account management
- Payment processing
Timeline
Inbound Call Center Representative
Cynet Systems Staffing Agency
07.2021 - 11.2023
Inbound Call Center Representative
Randstad Staffing Agency
01.2020 - 06.2021
Call Center Representative
Ultimate Staffing Agency
08.2017 - 12.2019
Inbound Call Center Representative
24-7 Intouch
08.2012 - 06.2017
Certificate of Completion - Phlebotomy/Laboratory Assistant
Medical Skills for Life Academy
Community College of Southern Nevada - Medical Transcription
Community College of Southern Nevada
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