Sequoia McLendon
Tucker ,GA
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. 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
11
11
years of professional experience
Work History
Specialty Coordinator
Kaiser Permanente
05.2016 - Current
- Enhanced patient care by coordinating specialty services and streamlining communication between departments.
- Reduced appointment wait times for specialty consultations by efficiently managing referrals and scheduling procedures.
- Increased patient satisfaction with specialty department by implementing new protocols for timely follow-up appointments.
- Developed strong relationships with referring physicians, resulting in a steady increase of new patients to the specialty clinic.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Verified Kaiser Permanente coverage in addition t oMedicaid and Medicare
Apple Technical Support Representative/Quality Assurance Analyst
Concentrix
03.2014 - 05.2016
- Enhanced customer satisfaction by providing timely and accurate technical support for Apple products.
- Resolved complex technical issues for clients through effective troubleshooting and problem-solving techniques.
- Improved first call resolution rates by efficiently diagnosing and addressing customers'' concerns.
- Delivered exceptional customer service, maintaining professionalism and empathy during challenging situations.
- Increased positive customer feedback by consistently providing knowledgeable and friendly assistance.
- Reduced escalations to higher-level support teams by effectively resolving customers'' inquiries on initial contact.
- Managed high call volume while maintaining a focus on quality service and customer satisfaction.
- Provided remote support to customers via phone, email, chat, or screen-sharing applications as needed.
- Diagnosed and troubleshot hardware, software and network issues.
- Contributed to team success by meeting or exceeding individual performance metrics regularly.
- Achieved 100% success rate in assisting failing agents with improving their quality scores.
Accounts Receivable Clerk
PBD Worldwide
07.2012 - 01.2014
- Improved cash flow by streamlining the invoicing process and implementing a more efficient payment tracking system.
- Reduced outstanding account balances through diligent follow-up on overdue invoices and negotiating payment arrangements with clients.
- Enhanced financial reporting accuracy by reconciling accounts receivable ledger with general ledger monthly.
- Collaborated with sales team to resolve billing discrepancies, resulting in improved customer relationships and increased client satisfaction.
- Expedited revenue collection by consistently meeting deadlines for generating accurate monthly statements and timely invoice submissions.
- Decreased uncollectible debt by closely monitoring accounts and promptly identifying high-risk customers for management review.
- Maintained up-to-date customer contact information, enabling effective communication regarding account status and payment inquiries.
- Provided exceptional customer service when addressing client inquiries about their account status or billing concerns, building strong, long-lasting relationships.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Responded to inbound inquiries regarding accounts and payments.
- Prepared billing statements and invoices for customer purchases and recorded transaction date, price and fees to support accuracy.
- Followed up overdue payments and payment plans from clients to establish good cash flow.
Education
Associate of Science - Baking And Pastry Arts
Le Cordon Bleu College of Culinary Art
Tucker, GA05.2015
Skills
- Senior level of customer service call center experience
- Excellent working knowledge of Windows and Mac operating systems
- Skilled in 10-key / data entry
- Exceptional telephone etiquette
- Microsoft Certified Professional (MCP)
- Ability to quickly learn new material and pay strong attention to detail
- Proficient with using AS 400, Image Quest, Wave, Nice, and Epic software
- Certified Notary (GA)
- Policy Implementation
- MS Office
- Conflict Resolution
- Training and Development
- Adaptability and Flexibility
- Performance Evaluation
Timeline
Specialty Coordinator
Kaiser Permanente
05.2016 - Current
Apple Technical Support Representative/Quality Assurance Analyst
Concentrix
03.2014 - 05.2016
Accounts Receivable Clerk
PBD Worldwide
07.2012 - 01.2014
Associate of Science - Baking And Pastry Arts
Le Cordon Bleu College of Culinary Art
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