Rachel Ingram
Dickinson,ND
Summary
Proven professional with over a decade of experience in customer service, notably with Convergys, AT&T, Directv. Excelled in high-stress situations, achieving higher retention rates through exceptional communication and problem-solving skills. Skilled in appointment scheduling while demonstrating a strong blend of technical and interpersonal abilities. Have more than 5 years personal experience (unpaid) scheduling procedures, tests, and other healthcare related appointments.
Overview
17
17
years of professional experience
Work History
Front Desk Receptionist
Merlin Hotel Group
07.2023 - 07.2024
- Managed high-volume phone calls avg. of 25 per day while helping guests face to face, directing inquiries to appropriate personnel for prompt resolution.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at front desk.
- Scheduled appointments accurately using reservation software, reducing conflicts or double bookings.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
CDL A OTR Driver
Cedarpoint Trucking
10.2018 - 07.2019
- Navigated challenging weather conditions and road hazards with skill, minimizing potential for accidents while ensuring on-time deliveries.
- Established strong working relationships with fellow drivers, dispatchers, maintenance personnel, and other key stakeholders in the transportation process for seamless operations.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
Customer Service Representative
Convergys, AT&T, Directv
06.2007 - 07.2008
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. Avg of 50 calls a shift
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company. Was able to take up to 4 different types of calls. including International programming.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Certificate of Complication - Medical Billing And Coding
University of North Dakota
Grand Forks, ND03.2024
Associate of Applied Science - Music Education
Northwest College
Powell, WY05.1995
Skills
- Exceptional Customer service- 10 years
- Call Center- 2 years
- Telephone skills-3 years
- Follow script on calls -2 years
- Obtain demographic and financial information-5 years
- Obtain medical info- 1 year ( in school only)
- Reading back dr orders and explaining procedures to others-5 years ( my parents and I have extensive medical histories)
- Typing 35-40 WPM depending on practice 3 years
- Appointment Scheduling
- Problem-solving skills
Timeline
Front Desk Receptionist
Merlin Hotel Group
07.2023 - 07.2024
CDL A OTR Driver
Cedarpoint Trucking
10.2018 - 07.2019
Customer Service Representative
Convergys, AT&T, Directv
06.2007 - 07.2008
Certificate of Complication - Medical Billing And Coding
University of North Dakota
Associate of Applied Science - Music Education
Northwest College
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