Ronette Powell
Baton Rouge,LA
Summary
Customer-focused Customer Service expert with a passion for building relationships. Exceptional ability to communicate effectively with customers, address their concerns, and resolve issues to ensure satisfaction. Strong problem-solving skills and ability to think quickly in high-pressure situations. Adept at using CRM software and other tools to manage customer interactions.
Overview
7
7
years of professional experience
Work History
Escalations Support Advocate
Ochsner Health
New Orleans, LA
09.2018 - 01.2023
- Acted as an advocate for the customers by documenting insights and sharing them internally with the Product team, resulting in a 20% improvement in product satisfaction among customers.
- Consistently exceeded customer satisfaction goals by an average of 15% through effective communication and problem-solving techniques.
- Mentored and trained a team of 10 new customer service representatives on company policies and procedures, resulting in a 20% increase in team performance.
CNA - Certified Nursing Assistant
Southeast Louisiana Home Health
02.2019 - 09.2023
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
Patient Service Representative
Angels Care Home Health
04.2017 - 08.2020
- Assisted an average of 100 customers per day via email, Loom, and live video (Zoom) resulting in 90% satisfaction rate.
- Routinely updated clients, following SLA (Service Level Agreement) guidelines, on active issues to gain additional information or to advise of status, resulting in a 95% customer satisfaction rate.
- Actively monitored and engaged with additional support channels, such as Slack and social media, resulting in a 40% increase in customer engagement.
Remote Customer Service Representative
GENISIS
04.2016 - 12.2018
- Provided first-level end user resolution to an average of 50 customer inquiries per day escalated through all access channels (Portal, Chat, Email, and Phone).
- Responded to client inquiries within established timelines, resulting in a 95% customer satisfaction rate.
- Provided consultative guidance to customers towards the resolution to their service issue, resulting in a 25% decrease in repeat customer inquiries.
Education
Bachelor of Science - Health Management And Clinical Assistance
University of Phoenix
Tempe, AZ04-2025
Associate of Science - Health Administration
South Louisiana Community College
Lafayette, LA07-2017
Certified Clinical Medical Assistant -
Snap Medical Assistance School
Medical Office Assistant -
South Louisianan Community College
High School Diploma -
Excelsior Christian Academy
Skills
- P>Crisis intervention strategies
- P>Appointment Scheduling
- P>Community resource coordination
- P>Multitasking Abilities
- P>Organization and Time Management
- P>Medical laboratory procedures
- P>Patient services
- P>Document filing
- P>Insurance verifying
- P>Medical insurance
- P>Self-Motivated
- P>CallSelect communication systems
- P>Call center operations
- P>Typing 45 wpm
- P>Documentation and reporting
- P>High-volume call centers
- P>Knowledgebase software
- P>POS systems expert
- P>Account management
- P>Order fulfillment
- P>Medical terminology knowledge
- P>CRM
- P>Professional telephone demeanor
- P>Multi-line phone talent
Timeline
CNA - Certified Nursing Assistant
Southeast Louisiana Home Health
02.2019 - 09.2023
Escalations Support Advocate
Ochsner Health
09.2018 - 01.2023
Patient Service Representative
Angels Care Home Health
04.2017 - 08.2020
Remote Customer Service Representative
GENISIS
04.2016 - 12.2018
Bachelor of Science - Health Management And Clinical Assistance
University of Phoenix
Associate of Science - Health Administration
South Louisiana Community College
Certified Clinical Medical Assistant -
Snap Medical Assistance School
Medical Office Assistant -
South Louisianan Community College
High School Diploma -
Excelsior Christian Academy
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