Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Awards And Acknowledgments
Generic

Robin Mclaughlin

Quitman,MS

Summary

To obtain a challenging career in a professional environment where my skills and experience can be utilized to provide exceptional customer service with the opportunity to advance to a higher position.

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

22
22
years of professional experience

Work History

Healthcare Customer Service Representative

TTEC
05.2024 - Current
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
  • Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.

Customer Support Tax Expert

Baker Tilly
01.2024 - 04.2024
  • Maintained high levels of confidentiality when dealing with sensitive client information, fostering trust and loyalty among clients.
  • Analyzed financial records to verify accuracy of tax returns.
  • Provided exceptional customer service during peak tax season by remaining calm under pressure and addressing client concerns promptly and professionally.
  • Increased client satisfaction by providing accurate and timely tax preparation services.
  • Assessed client tax situations to determine best filing options.
  • Built strong rapport with clients through clear communication and regular updates on the status of their tax filings.

Customer Service Representative

Activus Connect
10.2020 - 02.2024
  • Assisting with website or application related issues.
  • Documenting customer interactions in the client system thoroughly, using proper spelling, grammar, and punctuation.
  • Answering questions regarding products or services the customer may have.
  • Reviewing applications to make sure they are eligible for services.

Customer Service Representative

Conduent
10.2013 - 04.2020
  • Professionally handle incoming requests from customers and ensure that issues are resolved in a timely manner.
  • Technical troubleshooting and gathering information from customers to identify root causes of customer problems.
  • Meeting or exceeding monthly performance objectives.
  • Providing a distraction free environment from home.
  • Sales
  • Tax Support

Customer Service Representative

N. E. W.
10.2010 - 08.2013
  • Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and accurately.
  • Delivering world class customer service by communicating with energy and personal confidence.
  • Technical troubleshooting and gathering information from customers to identify root causes of customer problems and/or dissatisfaction.
  • Determining appropriate courses of action to ensure the result is a win-win and document the interaction through contact tracking.
  • Providing accurate product information and serving as a knowledge resource for the customer.
  • Meeting or exceeding monthly performance objectives including call quality, attendance and punctuality, adherence, and call handle time.
  • Balance the needs of the end user customer while balancing the needs of the internal business requirements for productivity and performance.
  • Telecommuting

Supervisor/Telemarketer

Diverse Solutions
02.2007 - 10.2009
  • Manage 10 telemarketers.
  • Call clients to verify information.
  • Answering phones.
  • Train new employees.
  • Keep inventory of all leads.
  • Copying and faxing when necessary.
  • Keep up with employees’ absences.

Telemarketer

Health Solutions
04.2006 - 07.2007
  • Preset Appointments
  • Answer telephones.

Administrative Assistant

Silvercare
06.2005 - 12.2006
  • Preset Appointments
  • Managed 7 data entry personnel.
  • Implemented training course for new recruits.
  • Emailed and faxed important documents.
  • Spreadsheets.
  • Data Entry.

Production Worker

Adecco
05.2003 - 02.2005
  • Inventory.
  • Stacking and loading.
  • Coordinating.

Education

Associate degree - Business and Office Tech

Meridian Community College
05.2002

Skills

  • HIPAA compliance
  • Insurance verification
  • Appointment scheduling
  • Claims processing
  • Call center experience
  • Patient confidentiality

Accomplishments

  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.

Timeline

Healthcare Customer Service Representative

TTEC
05.2024 - Current

Customer Support Tax Expert

Baker Tilly
01.2024 - 04.2024

Customer Service Representative

Activus Connect
10.2020 - 02.2024

Customer Service Representative

Conduent
10.2013 - 04.2020

Customer Service Representative

N. E. W.
10.2010 - 08.2013

Supervisor/Telemarketer

Diverse Solutions
02.2007 - 10.2009

Telemarketer

Health Solutions
04.2006 - 07.2007

Administrative Assistant

Silvercare
06.2005 - 12.2006

Production Worker

Adecco
05.2003 - 02.2005

Associate degree - Business and Office Tech

Meridian Community College

Awards And Acknowledgments

Consistently received positive feedback from clients.

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