Peggy Sautia
Norfolk,VA
Summary
Compassionate Care Coordinator with background in patient advocacy and care management. Experience includes working with diverse patient populations, coordinating healthcare services, and ensuring efficient delivery of high-quality care. Strengths entail strong interpersonal skills for liaising between patients, healthcare providers, and insurance companies; and problem-solving abilities for addressing any issues or barriers to care. Previous roles involved improved patient satisfaction rates and streamlined care processes. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals. Flexible customer service representative offering several years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients. Personable, friendly and solution-oriented professional with several years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction. Productive call center representative with several years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings.
Overview
14
14
years of professional experience
Work History
Healthcare Care Coordinator
Senior Services of Southeastern Virginia
Norfolk, VA
04.2024 - 08.2024
- Conducted initial assessments and evaluations of patient's needs.
- Monitored and evaluated patient progress, adjusting treatment plans as needed.
- Maintained accurate client records in accordance with agency policies and procedures.
- Facilitated referrals to community resources such as housing, transportation, employment opportunities.
- Educated clients on available resources and services within their communities.
- Developed individualized service plans based on assessment findings.
- Provided emotional support to patients dealing with difficult health issues.
- Facilitated on-going assessment of patient and family needs and oversaw implementation of interdisciplinary team plan of care.
- Communicated with patients with compassion while keeping medical information private.
Appointment Scheduler
Paramount Builders
Virginia Beach, VA
01.2024 - 02.2024
- Assisted in scheduling, rescheduling, and canceling appointments for patients.
- Answered incoming calls from potential new patients and existing patient inquiries.
- Maintained accurate records of patient appointments in computer system.
- Scheduled and confirmed appointments.
- Followed up on sales leads through outbound calling.
- Communicated effectively with clientele to maintain customer satisfaction and loyalty.
- Provided timely, courteous, and knowledgeable responses to information requests.
- Generated sales by prospecting leads, cold calling and negotiating advantageous deals.
Clerical Worker
The National Right To Work Committee
Virginia Bea, VA
11.2023 - 01.2024
- Answered customer inquiries by phone and in person.
- Processed incoming mail and distributed to appropriate personnel.
- Assisted with scheduling meetings, conferences, interviews, and other events.
- Prepared reports using Microsoft Office applications including Excel, Word, and PowerPoint.
- Managed a database of client information and inputted data accurately into system.
- Typed letters, memos, emails, reports., using Microsoft Office Suite products.
- Proofread documents for accuracy prior to distribution or printing.
- Organized and scheduled meetings and appointments for management.
- Conducted data entry tasks with a high level of accuracy and efficiency.
- Provided customer service, addressing inquiries and resolving issues promptly.
- Scheduled meetings and coordinated materials to be distributed to attendees.
Customer Service Representative
Life Protect 24/7
Norfolk, VA
04.2023 - 05.2023
- Ensured compliance with customs regulations and government requirements.
- Interacted with customers to provide information on customs procedures and requirements.
Appointment Scheduling Specialist
Groundworks
Virginia Beach, VA
11.2022 - 04.2023
- Scheduled appointments for clients and customers, ensuring an appropriate amount of time was allotted for each appointment.
- Maintained accurate records of all scheduled appointments utilizing a database system.
- Ensured that scheduling conflicts were resolved in a timely manner.
- Met regularly with management team to discuss progress towards goals and objectives related to appointment scheduling operations.
- Conducted regular audits of appointment schedules, identifying any discrepancies or errors requiring correction.
- Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
Customer Service Representative
Pro Call Center Inc
Fife, WA
08.2021 - 09.2022
- Provided excellent customer service to all patrons.
- Answered customer inquiries and provided accurate information regarding products and services.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved customer complaints or answered customers' questions.
Customer Service Specialist
TERRA Staffing Group
Puyallup, WA
04.2021 - 06.2021
- Performed data entry of customer orders into the company's order management system.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Followed up with customers after transactions to ensure satisfaction levels were met.
- Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
- Developed strategies for improving customer service processes based on feedback from customers and team members.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Front Desk Clerk
Quality Inn and Suites
Fife, WA
07.2020 - 10.2020
- Greeted customers upon arrival and provided assistance with check-in or check-out procedures.
- Answered incoming calls and directed them to the appropriate personnel.
- Assisted in resolving customer complaints and inquiries in a timely manner.
- Processed credit card, cash, and other forms of payment for guest accounts.
- Maintained accurate records of all guests' stays and charges.
- Provided information regarding hotel amenities, services, and local attractions.
- Updated computer system with current guest information.
- Ensured that lobby area was clean, orderly, and stocked with necessary supplies at all times.
- Verified identification for security purposes prior to issuing room keys.
- Conducted daily shift reports to review occupancy levels and revenue figures.
- Performed end-of-day closing duties such as balancing cash drawer, counting inventory items.
- Prepared documents related to guest accounts including invoices, reservations.
- Monitored surveillance cameras in lobby areas to ensure safety of guests and staff members.
- Scheduled wake-up calls for guests who requested them.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Handled payment processing and provided customers with receipts and proper bills and change.
Call Center Representative
ContinuumGlobal
Lacey, WA
10.2019 - 05.2020
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Developed effective working relationships with team members across multiple departments.
- Attended regular training sessions on updates and changes within the industry or organization.
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Updated customer accounts, addresses and contact information within call management databases.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
Medical Documentation Reviewer
DOMA Technologies
Virginia Beach, Virg
09.2017 - 05.2018
- Reviewed patient medical records for accuracy, completeness and compliance with federal regulations.
- Conducted quality assurance reviews to ensure that documentation meets the standards set by the organization.
- Identified discrepancies in medical records and worked with physicians to resolve issues.
- Analyzed patient data to identify trends in healthcare delivery and outcomes.
- Developed process improvement plans based on analysis of medical record review results.
- Evaluated medical documents for clarity, completeness, accuracy, appropriateness and timeliness of content.
- Scanned and validated medical records for upload.
- Organized patient charts, gathering medical histories, lab results and consents.
- Managed release of information requests and identified requestors as patient, relation or provider.
Sales Associate
Brown JUG
Anchorage, Alaska
11.2016 - 08.2017
- Greeted customers and provided exceptional customer service.
- Provided accurate information about products, prices and services.
- Processed transactions using a point-of-sale system.
- Organized stockroom shelves according to size, color or style.
- Restocked shelves as needed to ensure sufficient inventory levels.
- Conducted inventories on a regular basis to track stock levels.
- Upsold additional items based on customer interests and needs.
- Tracked sales performance metrics to identify trends in the market place.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Maintained cleanliness of store environment including floors, windows, displays.
- Helped customers find specific products, answered questions, and offered product advice.
- Answered incoming telephone calls to provide store, products and services information.
- Collected payments and provided accurate change.
- Worked with fellow sales team members to achieve group targets.
Cashier
Walmart
Virginia Beach, VA
08.2014 - 11.2016
- Greeted customers and answered any questions they had about the store's products and services.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Issued receipts, refunds, credits or change due to customers.
- Stocked shelves with merchandise when needed.
- Answered customer inquiries regarding store policies and procedures.
- Processed returns and exchanges of merchandise in accordance with store policies.
- Balanced daily transactions on a computerized point-of-sale system.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Identified discrepancies between actual count and register balance; made corrections accordingly.
- Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
- Operated cash register or POS system to receive payment by cash, check and credit card.
Cashier
711
Norfolk, Virgin
03.2013 - 08.2013
- Greeted customers and answered any questions they had about the store's products and services.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Issued receipts, refunds, credits or change due to customers.
- Stocked shelves with merchandise when needed.
- Processed returns and exchanges of merchandise in accordance with store policies.
- Balanced daily transactions on a computerized point-of-sale system.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Operated cash register or POS system to receive payment by cash, check and credit card.
Crew Member
McDonald's
Norfolk, Virgi
08.2010 - 04.2012
- Performed cashier duties such as taking orders, collecting payments and providing change.
- Restocked kitchen supplies including food products and utensils.
- Cleaned restaurant area by sweeping floors, wiping tables and emptying trash receptacles.
- Assisted in the preparation of food items such as sandwiches, salads and pizzas.
- Followed all safety guidelines while operating equipment such as slicers, fryers and ovens.
- Greeted customers upon arrival, provided menus and answered questions regarding menu items.
- Provided excellent customer service to maintain a positive atmosphere for guests.
- Prepared beverages such as coffee drinks, smoothies and milkshakes according to company standards.
- Adhered to health department regulations regarding food handling procedures.
- Organized dining room tables with condiments, napkins and other necessities prior to seating guests.
- Completed opening and closing tasks such as setting up workstations, cleaning surfaces and restocking supplies.
- Assisted management team with inventory counts of food products and beverage supplies.
- Monitored quality of food served to ensure it met company standards for presentation and temperature.
- Resolved customer complaints in a professional manner.
- Kept up-to-date knowledge of store policies regarding payments, returns and exchanges.
- Maintained organized storage areas for food products, beverages and restaurant supplies.
- Processed takeout orders quickly to ensure timely delivery of meals.
- Checked expiration dates on all products before serving them to customers.
- Answered phone calls promptly to provide accurate information about menu items or prices.
- Kept restaurant lobby, front counter and restrooms neat and clean throughout shift.
- Wiped down tables and equipment, swept and refilled stock.
- Served food quickly for positive guest experiences.
- Organized and restocked supplies to support operations and team productivity.
- Interacted pleasantly with guests to deliver quality customer service.
Education
High School Diploma -
Granby High School
Norfolk, VA06-2013
Skills
- Claims Processing
- Process Improvements
- Scheduling
- Documentation
- Organizational Skills
- Database coordination
- Policy Adherence
- Documentation proficiency
- Data Entry
- Appointment Scheduling
- Inbound and Outbound Calling
- Paperwork Processing
- Information Security
- Call Center Operations
- High-energy attitude
- Adaptive team player
- Customer Service
- Microsoft Outlook
- Grammar
- Researching
- Retail sales customer service
- Active Listening
- Typing 50 WPM
- Credit card payment processing
- Customer Relations
Languages
Samoan
Full Professional
Timeline
Healthcare Care Coordinator
Senior Services of Southeastern Virginia
04.2024 - 08.2024
Appointment Scheduler
Paramount Builders
01.2024 - 02.2024
Clerical Worker
The National Right To Work Committee
11.2023 - 01.2024
Customer Service Representative
Life Protect 24/7
04.2023 - 05.2023
Appointment Scheduling Specialist
Groundworks
11.2022 - 04.2023
Customer Service Representative
Pro Call Center Inc
08.2021 - 09.2022
Customer Service Specialist
TERRA Staffing Group
04.2021 - 06.2021
Front Desk Clerk
Quality Inn and Suites
07.2020 - 10.2020
Call Center Representative
ContinuumGlobal
10.2019 - 05.2020
Medical Documentation Reviewer
DOMA Technologies
09.2017 - 05.2018
Sales Associate
Brown JUG
11.2016 - 08.2017
Cashier
Walmart
08.2014 - 11.2016
Cashier
711
03.2013 - 08.2013
Crew Member
McDonald's
08.2010 - 04.2012
High School Diploma -
Granby High School
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