Phyllis Pullen
Wixom,MI
Summary
Hardworking and reliable Triage Coordinator with strong ability in Customer Service. Offering Good Listening and Empathy skills. Highly organized, proactive and punctual with team-oriented mentality.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Henry Ford West Bloomfield Hospital
West Bloomfield, MI
07.2023 - Current
- Scheduled and confirmed appointments.
- Handled incoming calls and directed callers to appropriate department or employee.
- Answered phones and routed voicemails to respective employees.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Customer Service Representative
Nordstrom
Novi, MI
09.2018 - 07.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Made outbound calls to obtain account information.
- Developed strong customer relationships to encourage repeat business.
- Mentored new employees on procedures and policies to maximize team performance.
Front Desk Clerk
Ascension Medical Group
Novi, MI
04.2021 - 03.2023
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Maintained clean and presentable reception area to maintain professional business reputation.
- Managed customer complaints and rectified issues to complete satisfaction.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Reviewed account information and individual customer charges to produce correct bills.
- Answered incoming patient calls, gathering history and symptoms to determine scope of medical complaints.
- Rendered telephone advice according to established guidelines and protocols.
- Maintained confidentiality in matters related to patient, family and client facility staff.
- Communicated triage information to primary care team to discuss disposition.
- Utilized computerized Resource and Patient Management System (RPMS) and Electronic Health Record (EHR) system.
- Delivered information regarding care and medications to patients and caregivers in comprehendible terminology.
Education
Associate of Arts - Healthcare Administration
University of Phoenix
Tempe, AZ05.2011
Skills
- Multi-line phone systems
- Attractions and amenities knowledgeable
- Payment processing
- Keenness of insight
- Cash transactions
- Hospitality services
- Listening skills
- Credit and cash payments
- Oral and written communications
- Critical Thinking
- Appointment Scheduling
- Medical Terminology Knowledge
- Customer Service
- Microsoft Outlook
Timeline
Customer Service Representative
Henry Ford West Bloomfield Hospital
07.2023 - Current
Front Desk Clerk
Ascension Medical Group
04.2021 - 03.2023
Customer Service Representative
Nordstrom
09.2018 - 07.2023
Associate of Arts - Healthcare Administration
University of Phoenix
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