Rachele Walley
Diamondhead,MS
Summary
Proven Customer Service Specialist with a track record of enhancing customer satisfaction and fostering long-term relationships at AeroCare. Skilled in CRM software and adept at conflict mediation, I excel in resolving issues promptly and professionally, significantly improving client trust and repeat business.
Overview
27
27
years of professional experience
Work History
Customer Service Specialist
AeroCare
02.2021 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Customer Service/Billing/Front Office ManagerGrace
Grace Healthcare
08.1997 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Reduced claim denials through meticulous verification of patient eligibility and coverage benefits prior to claim submission.
- Resourcefully used various coding books, procedure manuals, and on-line encoders.
- Collaborated with healthcare providers to ensure accurate documentation, leading to timely reimbursements for services rendered.
- Maintained detailed records of all equipment transactions, ensuring regulatory compliance and timely submission of documentation.
- Improved patient satisfaction by providing personalized durable medical equipment recommendations based on individual needs.
- Collaborated with healthcare professionals to devise customized care plans for patients requiring durable medical equipment.
Education
High School Diploma -
Archbishop Blenk
Gretna, LA05-1990
Skills
- Customer Service
- Good communication skills
- Customer Relations
- Excellent written and oral communication
- Customer Relationship Management (CRM)
- Telephone Etiquette
- Problem Resolution
- Customer Relationship Management
- Complaint resolution
- De-Escalation Techniques
- CRM Software
- Conflict Mediation
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Timeline
Customer Service Specialist
AeroCare
02.2021 - Current
Customer Service/Billing/Front Office ManagerGrace
Grace Healthcare
08.1997 - Current
High School Diploma -
Archbishop Blenk
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