Regina Simon
Houlka,MS
Summary
Customer-focused professional with background in customer service call center roles. Strong record of maintaining positive relationships and resolving issues promptly, ensuring customer satisfaction. Proven abilities in problem-solving, multi-tasking and effective communication. Previous work has demonstrated impact through improved customer experience and consistent high-quality service delivery. Detail-oriented Phlebotomist with strong track record in painless venipuncture. Highly familiar with centrifugation and aliquoting procedures and medical terminology. Responsible and hardworking professional dedicated to using compassionate and caring approach to provide outstanding services to patients.
Overview
10
10
years of professional experience
Work History
Customer Service Call Center Agent
Iqor
Tupelo , MS
02.2024 - Current
- Answered customer inquiries via telephone and email in a timely manner.
- Provided accurate information regarding products and services to customers.
- Assisted customers with account setup, billing, payment processing, and password resets.
- Monitored incoming calls, emails, and other communications to ensure prompt responses were provided.
- Identified opportunities to upsell additional products or services to customers.
- Developed positive relationships with customers through effective communication skills.
- Routed emergency calls appropriately based on established protocols.
- Adhered to all company policies related to call center operations including attendance guidelines.
- Reviewed customer feedback surveys for areas of improvement within the department.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Phlebotomist/Courier
North Mississippi Medical Center
West Point, MS
04.2021 - 01.2024
- Verified patient identity prior to collecting sample using two forms of identification, as required.
- Assisted in the preparation of reports regarding collected data for review by supervisor or physicians.
- Demonstrated excellent customer service skills when interacting with the patients in order to ensure satisfaction with the service provided.
- Maintained a clean, safe, and organized work environment.
- Performed venipuncture and other blood collection procedures according to established standards.
- Followed all safety protocols when handling hazardous materials.
- Adhered to HIPAA guidelines regarding patient privacy.
Customer Service Representative
Franklin Collection Service Inc.
Tupelo, MS
11.2019 - 11.2020
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Phlebotomist 2
Baptist Memorial Hospital
Oxford, MS
04.2014 - 10.2019
- Verified patient information prior to specimen collection.
- Maintained a clean, safe, and organized work environment.
- Performed venipuncture and other blood collection procedures according to established standards.
- Followed all safety protocols when handling hazardous materials.
- Provided excellent customer service while interacting with patients.
- Prepared specimens for transport to external laboratories.
- Documented patient information into electronic medical records system.
- Responded quickly and effectively to emergency situations.
Education
Certification in Pharmacy Technician
Penn Foster Career School
Scranton, PA06-2018
Certification in Phlebotomy
Itawamba Community College
Fulton, MS10-2014
High School Diploma -
Houlka Attendance Center
Houlka, MS05-2000
Skills
- Call handling
- Complaint resolution
- Service Sales
- Payment Processing
- Account updating
- Data Entry
- Customer Service
- Problem-solving skills
- Customer communications
- Appointment Scheduling
- Documentation And Reporting
- System Documentation
- Delivery Tracking
- Technical Troubleshooting
- 40 WPM
- FLUENT IN ENGLISH
- Microsoft Word Suite
- Multi-line telephone operations
- Reading Comprehension
- Active listening
- Microsoft Excel
- Microsoft PowerPoint
- HIPAA
- Infection control
- Diagnostic Testing
- Time Management
- Medical Records Maintenance
- Organization and Planning
- Medical terminology knowledge
- Patient Care
- Specimen handling
- Inbound/Outbound calls
- Paperwork Processing
- CRM Software
- Administrative Support
Timeline
Customer Service Call Center Agent
Iqor
02.2024 - Current
Phlebotomist/Courier
North Mississippi Medical Center
04.2021 - 01.2024
Customer Service Representative
Franklin Collection Service Inc.
11.2019 - 11.2020
Phlebotomist 2
Baptist Memorial Hospital
04.2014 - 10.2019
Certification in Pharmacy Technician
Penn Foster Career School
Certification in Phlebotomy
Itawamba Community College
High School Diploma -
Houlka Attendance Center
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