SANTANNA M. GALLOWAY
Leesburg,VA
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Dept Of Motor Vehicles
12.2023 - 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Participated in training programs to enhance product knowledge and customer service skills.
- Improved resolution time with effective problem-solving for customer complaints.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Contracted Inspector for Center of Medicare and Medicaid
Palmaletto
01.2023 - 01.2025
- I have been at this company as a contracted inspector
- My job requires going to medical facilities to verify they are open and operational
- It also requires audits of Durable Medical Equipment Carriers
Corporate Office Manager
A Nurse's Touch Home Care
01.2014 - 05.2023
- I came to the company as a staffing coordinator
- Within a year, I excelled to the office manager
- Within this position I have been able to apply customer service skill such as answering phones, replying to inquiries, recruiting employees, marketing, software management(troubleshooting issues and resolution to issues), training office staff as well as field staff
- I have also been able to utilize my bookkeeping skills for billing, coding, and claim submission using Quickbooks and other Medicaid software
- I have had the opportunity to work with several insurance companies to verify the plan of care and services met the needs of the client(s)
- Finally, I had the opportunity to excel in payroll processing, which included adding garnishments and other payroll deductions
Staffing Coordinator
Team Nurse
01.2013 - 01.2014
- I came to the company as a staffing coordinator
- Within a year, I excelled to the office manager
- Within this position I have been able to apply customer service skill such as answering phones, replying to inquiries, recruiting employees, marketing, software management(troubleshooting issues and resolution to issues), training office staff as well as field staff
- I have also been able to utilize my bookkeeping skills for billing, coding, and claim submission using Quickbooks and other Medicaid software
- I have had the opportunity to work with several insurance companies to verify the plan of care and services met the needs of the client(s)
- Finally, I had the opportunity to excel in payroll processing, which included adding garnishments and other payroll deductions
Education
Diploma -
Patrick Henry Community College
Leesburg, VA01.2009
Skills
- Customer Service
- Management
- Software trainer
- Technical Support
- Billing and Coding
- Payroll Processing
- Microsoft Office
- ADP Payroll
- Clocking Software
Computer Applications
- Microsoft Office
- ADP Payroll
- Clocking Software
Timeline
Customer Service Representative
Dept Of Motor Vehicles
12.2023 - Current
Contracted Inspector for Center of Medicare and Medicaid
Palmaletto
01.2023 - 01.2025
Corporate Office Manager
A Nurse's Touch Home Care
01.2014 - 05.2023
Staffing Coordinator
Team Nurse
01.2013 - 01.2014
Diploma -
Patrick Henry Community College
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