SANDRA HENDERSON
Utica,NY
Don’t judge each day by the harvest you reap, but by the seeds you plant.
Robert Louis Stevenson
Summary
Knowledgeable and dedicated customer service professional with extensive experience in [Type] industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
24
24
years of professional experience
Work History
Customer Service Rep
MCI world
- Processed customer service orders promptly to increase customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Answered constant flow of customer calls with minimal wait times.
- Trained staff on operating procedures and company services.
- Delivered prompt service to prioritize customer needs.
- Increased efficiency and team productivity by promoting operational best practices.
Referral Coordinator
Waltrip Nursing, MVHS St. Elizabeth Family Medicine
05.2021 - Current
- Referring Patients to specialty physicians using Epic software
- (Currently)
Residence Counselor
Catholic Charities Women’s Halfway House
07.2020 - 02.2021
- Advocating for female clients in recovery in a home setting.
Counselor assistant/CASAC
Rescue Mission of Utica
09.2019 - 06.2020
- Advocating for substance abuse clients in a stabilization setting.
Clerical and data
Care Givers
06.2002 - 08.2006
- CNA 2006-2022 per diem (not interested in any positions), entry
- Duties: Customer service data entry and clerical work
- Inputting information using spreadsheet software.
Call Center Rep
Fleet Bank
02.2000 - 04.2002
- Sought ways to improve processes and services provided.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Educated customers on company systems, form completion, and access to services.
- Processed debit and credit card and electronic check payments.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
consultant
Zogby International
10.1998 - 02.2000
- Frequently inspected production area to verify proper equipment operation.
- Organized and analyzed primary and secondary research to understand industry, market and company trends.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients.
Education
Bachelor of Science - Behavioral Science
05.2021
- Dean's List [Semester and Year]
- [Number] GPA 3.6
Associate of Applied Science - MVCC Chemical Dependency/Human Service
05.2019
Dual Majors
No Degree - LPN
08.2006
Graduated Practical Nurse
High school diploma -
04.1998
04.2022
- CPR
Skills
- Great communication skills, data entry, Microsoft word navigation, word excel, and excellent
- Customer service I have interned for 195 hours at Rescue Mission of Utica for care
- Management, bookkeeping, human service, group counseling, and education on individuals
- With mental illness and substance abuse disorders Currently working in a OASAS facility
- Advocating for women in recovery
- Order Fulfillment
- Staff Training
- Report Preparation
- Microsoft Excel
- Sales Expertise
- Active Listening
- Customer Relations
- Microsoft PowerPoint
- Account Management
- Microsoft Word
- Recordkeeping Strengths
- Clerical Support
- Product Organization
- Technical Support
- Quality Assurance Controls
- Closing Sales
- Shipping Procedures Understanding
- Professional Telephone Demeanor
- Project Management Abilities
- Computer Proficiency
- POS Systems Expertise
- Product Promotion
- Multi-Line Telephone Operation
- Schedule Mastery
- Service Standard Compliance
- Document Control
- Data Evaluation
- Customer Relationship Management
- Critical Thinking
- Customer Service
- Customer Consulting
- Team Development
- Typing Proficiency
- Medical Terminology Knowledge
- System Implementation
- Problem-Solving Ability
- Executive Management Support
- Conflict Mediation
- Conflict Resolution
- Minute Taking
- Order Processing
- Call Triaging
- Quality Control
- Promotional Support
- Multi-Line Phone Talent
- Call Center Operations
- Customer Retention Strategies
- Calm and Professional Under Pressure
- Policy and Procedure Adherence
- Membership Inquiries and Renewals
- Research
- Coordination
- Grammar
- Filing
- Prioritization
- Spreadsheets
- Proofreading
- Documentation
- 10-Key
- Great communication skills, data entry, Microsoft word navigation, word excel, and excellent
- Specialty Care
- Computerized Maintenance Management Systems
- Data Integrity
- Reminder Calls
- Multi-Line Phone Proficiency
- Anatomy and Physiology Terms
- Patient Scheduling
- Referral Tracking
- MS Office Expertise
- Patient Data Management Systems
- Patient Referral
- Call Transfers
- HIPAA Regulations
- Referral Verification
- Records Preparation
- EPIC EMR
- Interoffice Correspondence
- Scheduling Software
- Physician Authorizations
- Online Systems
- Project Requirements
- Reviewing Patient Information
- Client Satisfaction
- Database Management
- MRI Scans
- Appointment Scheduling
- Progress Recording
- Compassionate Communication
- CPT Coding
- Creative Solutions
- Diagnostic Appointments
- Insurance Verification
- Electronic Patient Charts
- Administrative Duties
- PET Scans
- Greeting Visitors
- Specialist Referrals
- Quality Patient Care
- Company Representative Management
- Referring Physician Communication
- Detailed Meeting Minutes
- Information Assistance
- Employee Timesheet Processing
- Intake Interview
- Medical Information Collection
- Referral Wait List Management
- Reading Comprehension
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Referral Coordinator - Waltrip Nursing, MVHS St. Elizabeth Family Medicine
05.2021 - Current
Residence Counselor - Catholic Charities Women’s Halfway House
07.2020 - 02.2021
Counselor assistant/CASAC - Rescue Mission of Utica
09.2019 - 06.2020
Clerical and data - Care Givers
06.2002 - 08.2006
Call Center Rep - Fleet Bank
02.2000 - 04.2002
consultant - Zogby International
10.1998 - 02.2000
Customer Service Rep - MCI world
Bellevue University - Bachelor of Science, Behavioral Science
Mohawk Valley Community College - Associate of Applied Science, MVCC Chemical Dependency/Human Service
Utica Access Site - No Degree, LPN
Proctor High School, Mohawk Valley Community College - High school diploma,
Licenses & Certifications - ,
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