Patricia Mckenrick
Customer Support Specialist
Las Vegas,NV
Summary
Experienced customer support specialist with two decades in customer service, recognized for surpassing performance metrics and maintaining exceptional customer satisfaction. Strong skills in conflict resolution and problem-solving, alongside proficiency in CRM software. Demonstrated success in providing effective support in fast-paced settings, aiming to apply expertise in a customer support role.
Overview
19
19
years of professional experience
2
2
Certifications
1
1
Language
Work History
Customer Support Specialist
McKenrick Investments
06.2022 - Current
- Respond to customer inquiries via phone, email, and other communication channels. Identify customer needs and provide appropriate solutions. Maintain records of customer interactions, transactions and comments. Create and maintain customer accounts. Excellent verbal and written communication skills. Proficient in Microsoft Office. Strong problem-solving and conflict-resolution skills. Excellent time management skills and ability to multitask. Positive and professional attitude.
Case Investigator
Medasource/Tacoma School District
12.2021 - 04.2022
- Conducted comprehensive case investigations and facilitated testing referrals, ensuring regulatory compliance through collaboration with public health entities and local services. Managed high volumes of communications and provided exceptional customer support, resolving a significant percentage of inquiries on first contact and surpassing departmental targets. Collaborated with cross-functional teams and healthcare professionals to address recurring issues, implement long-term solutions, and coordinate testing and outbreak response plans. Maintained accurate documentation and confidentiality in contact tracing efforts, contributing to training material development and achieving high customer satisfaction scores.
Covid-19 Contact Tracer
CSAA-AAA, NSYNC, Southern Nevada Health District
06.2021 - 11.2021
- Managed comprehensive case management for COVID-19 patients and contacts, ensuring accurate immunization records and timely vaccination scheduling. Conducted thorough interviews and identified close contacts, facilitating effective communication and notification of potential infectious disease exposure. Collaborated with healthcare professionals and public health officials to coordinate testing and outbreak response plans, adhering to confidentiality protocols. Provided public education on infectious disease prevention, supported individuals in quarantine, and implemented quality assurance measures for data accuracy.
Customer Service Representative
Anthem BCBS/AppleOne
09.2020 - 06.2021
- Consistently surpassed response time and resolution targets for handling high-volume customer interactions via calls and emails, contributing to elevated customer satisfaction ratings. Resolved complex complaints by identifying root causes and implementing solutions, leading to recognition as a top performer within the department. Utilized CRM systems effectively to document interactions, assisted with technical troubleshooting and billing inquiries, and managed escalations with professionalism. Built strong rapport with customers through active listening and communication, upselling additional products based on customer needs and maintaining adherence to service level agreements.
Customer Service Representative (Remote Work From Home)
TTEC/Verizon Wireless
03.2020 - 08.2020
- Managed high-volume incoming calls with minimal wait times, ensuring professional and courteous communication, and effectively resolved customer inquiries to contribute to high customer satisfaction. Utilized customer service software and CRM systems to track interactions and monitor client satisfaction metrics, consistently meeting or exceeding performance metrics. Provided accurate information on products and services while staying current on updates, supporting customers in making informed decisions and resolving issues with empathy and professionalism.
Fundraiser and Trainer
Courtesy Call Inc
06.2007 - 10.2018
- Developed and implemented successful fundraising strategies, enhancing donor engagement and charitable contributions. Trained new fundraising staff and volunteers, sharing effective techniques and best practices to ensure campaign success. Managed and cultivated donor relationships, leading to increased donations and expanded prospect base. Designed and facilitated training programs, assessing needs and providing tailored coaching to improve team performance.
Education
Certificate - undefined
American Academy For Medical Assistants
Las Vegas, Nevada, United States01.1985
High School Diploma - General Education
Western High School
Las Vegas, Nevada, United States01.1983
Skills
Conflict mediation
efficient scheduling
Client assistance
Analytical thinking
CRM software proficiency Analytical skills Customer interaction techniques
Effective communication
Office productivity tools
Community health initiatives
Documentation practices
case coordination
Testing methodologies
customer experience management
Problem identification
Sales up-selling strategies
Capital raising
Educational training Teaching methodologies Program development Workshop facilitation
User needs evaluation
recommended guidelines
Advertising campaigns
performance coaching
training assessment
Workforce training
Employee performance review
Program development for training
client satisfaction
Medical care
regulatory adherence
Cross-functional teamwork
Regulatory adherence
Data metrics
Issue resolution expertise
Performance analytics
Client support tools
High call volume
Candidate assessment skills
Account receivable management
Problem source analysis
Sales performance leader
SLA management
Telecommuting
Client relationship management
Effective multitasking
Public speaking and communication
Written communication
Issue resolution tracking
Healthcare coverage solutions
Insurance for life coverage
Administrative management
medical office management
medical support
Performance analysis
Customer Relations
Certification
State of Nevada Life and Health Insurance
Additional Information
Passed the Nevada Health and Accident Insurance exam. Certificate in Contact Tracing, Customer Service. Also went through apprenticeship program for plumber and Pipefitters local 525 as well as co owned flooring installation business for 20 years in Nevada.
Timeline
Customer Support Specialist
McKenrick Investments
06.2022 - Current
Case Investigator
Medasource/Tacoma School District
12.2021 - 04.2022
Covid-19 Contact Tracer
CSAA-AAA, NSYNC, Southern Nevada Health District
06.2021 - 11.2021
Customer Service Representative
Anthem BCBS/AppleOne
09.2020 - 06.2021
Customer Service Representative (Remote Work From Home)
TTEC/Verizon Wireless
03.2020 - 08.2020
Fundraiser and Trainer
Courtesy Call Inc
06.2007 - 10.2018
Certificate - undefined
American Academy For Medical Assistants
High School Diploma - General Education
Western High School