Ramona Morant
Decatur,GA
Summary
Dedicated Customer Service professional with a proven track record at Emory University Hospital, excelling in customer service and data entry. Demonstrated ability to manage high-stress situations and resolve conflicts, enhancing customer loyalty. Streamlined specimen processing, improving efficiency. Skilled in active listening and computer proficiency, significantly contributing to team productivity and operational workflows.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Emory University Hospital
10.2020 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
Specimen Processor
Emory University Hospital
03.2016 - Current
- Followed safety protocols while handling hazardous materials.
- Ensured compliance with all relevant safety protocols while handling biohazardous materials during specimen processing tasks.
- Processed high volumes of time-sensitive specimens without compromising accuracy or quality standards under tight deadlines.
- Developed strong relationships with internal departments, facilitating smooth communication channels for expedited issue resolution regarding specimens or testing requirements.
- Streamlined specimen processing workflows to improve turnaround times and ensure timely delivery of results to clients.
- Efficiently prepared specimens for shipment to external testing facilities, ensuring adherence to packaging guidelines and regulatory requirements.
- Upheld rigorous standards of confidentiality when managing sensitive patient information and test data during daily tasks.
- Contributed to a positive workplace culture by consistently demonstrating professionalism, reliability, and adaptability under pressure.
- Enhanced team knowledge and skills with regular training sessions on new processing techniques.
- Reduced specimen contamination, strictly adhering to sterilization protocols.
- Reduced processing errors, thoroughly reviewing and verifying specimen labels and requisition forms.
- Adhered to laboratory safety procedures to maintain compliance with quality control standards.
- Troubleshot and resolved equipment and process issues.
- Participated in lab meetings and project presentations.
Coordinator, Customer Service
Emory University Hospital
02.2016 - Current
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Assisted in recruitment efforts by coordinating interviews and managing onboarding activities for new hires.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Trained team members on new departmental changes.
Education
No Degree -
Sanford Brown Inst
Atlanta, GASkills
- Customer service
- Active listening
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Filing
- Multi-line phone talent
- Medical terminology
Timeline
Customer Service Representative
Emory University Hospital
10.2020 - Current
Specimen Processor
Emory University Hospital
03.2016 - Current
Coordinator, Customer Service
Emory University Hospital
02.2016 - Current
No Degree -
Sanford Brown Inst
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