PAULA JONES
Ellenwood,GA
Summary
Customer Service Representative in the healthcare and hospitality field bringing exceptional skills in verbal and written communication, active listening and analytical problem-solving within a virtual call center. Dependable, detailed-oriented, multitasker with the ability to excel in Microsoft Office, utilizing dual screens, upholding compliance and maintaining confidentiality. Overall, enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
Patient Care Liaison
HCA Healthcare Inc.
Nashville, TN
08.2023 - 12.2023
- Scheduled follow up specialist appointments for approximately 500 patients per week after Emergency Room and Urgent Care visits.
- Maintained confidentiality of patient data and condition to safeguard health information.
- Upheld confidentiality requirements and regulatory compliance guidelines.
Customer Care Representative II
Alight Solutions
Dallas, TX
10.2022 - 08.2023
- Managed high call volume and chat customer service assistance.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Checked employees' benefits enrollment for accuracy and inputted all data into Genesys platform.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions.
Guest Engagement Specialist
Hilton Hotels
Dallas, TX
11.2019 - 03.2020
- Managed high call volume customer service assistance.
- Assisted guests in making decisions regarding hotel bookings and vacation packages.
- Handled billing information over phone.
- Maintained awareness of types of rooms available in different resort locations.
Reservations Agent
Holland Cruise Lines
Seattle, WA
08.2018 - 10.2019
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to cruise bookings.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and passport requirements to facilitate quality service.
- Suggested various cruise packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Handled billing information over phone.
- Resolved various issues and discrepancies for customers.
Education
Diploma - Business Management
Atlanta Technical College
Atlanta, GA12.2023
Human Resource Management Specialist TCC - Business Management
Atlanta Technical College
Atlanta, GA05.2018
Skills
- Virtual/Remote Customer Service Microsoft Office 360 Webchat Critical thinking Time Management Leadership Empathy Confidentiality Genesys software Call Center Benefits Administration Detailed Oriented Problem Solving Team Engagement
- Volunteer Experience or Leadership
- Managed a teller team coaching and developing customer service skills Certified Human Resources Management Specialist Certified Life Coach
- Writing Emails
- Managing Records
- Insurance Verification
- Policy Adherence
- Medical Terminology Knowledge
- Appointment Scheduling
- Patient Confidentiality
- Data Entry Proficiency
Timeline
Patient Care Liaison
HCA Healthcare Inc.
08.2023 - 12.2023
Customer Care Representative II
Alight Solutions
10.2022 - 08.2023
Guest Engagement Specialist
Hilton Hotels
11.2019 - 03.2020
Reservations Agent
Holland Cruise Lines
08.2018 - 10.2019
Diploma - Business Management
Atlanta Technical College
Human Resource Management Specialist TCC - Business Management
Atlanta Technical College