Saundra Allen
Henrico ,VA
Summary
Proven Customer Service Representative at Wells Fargo, adept in conflict resolution and critical thinking, enhanced customer loyalty through empathetic complaint handling and efficient problem-solving. Excelled in a high-pressure environment, leveraging computer proficiency and active listening to boost customer satisfaction. Fostered teamwork at Bon Secours Hospital, ensuring quality patient care and data accuracy.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Wells Fargo
07.2021 - 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.
Patient Access Representative
Bon Secours Hospital
Chester
08.2013 - 07.2021
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
Education
High School Diploma - All Four Subjects
Goochland High School
Goochland 06.1989
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Data Entry
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Complaint resolution
- Call Center Operations
- Microsoft Outlook
- Customer satisfaction measurement
- Professional telephone demeanor
- Follow-up skills
- Call Management
Timeline
Customer Service Representative
Wells Fargo
07.2021 - Current
Patient Access Representative
Bon Secours Hospital
08.2013 - 07.2021
High School Diploma - All Four Subjects
Goochland High School