Serena Thompson
Sciotoville,OH
Summary
Attentive Direct Independent Provider passionate about offering expert support for emotional, physical and mental needs. Caring, vigilant and devoted to patients. Bringing top-notch multitasking, organizational and conflict management skills. Knowledgeable and dedicated customer service professional with extensive experience in the Health Care 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.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Elumina Health
04.2024 - 10.2024
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Trained new personnel regarding company operations, policies and services.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Managed timely and effective replacement of damaged or missing products.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and backed up other customer service managers.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
Customer Service Specialist
WECARE MEDICAL/ADAPTHEALTH
10.2022 - 02.2024
- Company Overview: Durable Medical Equipment
- Responsible for learning and understanding the entire front-end process to ensure successful service for clients
- Answering inbound calls and making outbound calls
- Responsible for obtaining, analyzing and verifying the accuracy of information received from referrals, creating orders, and or scheduling the patient to receive equipment as ordered by their doctor
- Customer Service Reps educate patients about their financial responsibility when applicable
- Reviews all required documentation to ensure accuracy
- Complete insurance verification to determine patient's eligibility, coverage, co-insurances, and deductibles
- Worked at the Call Center as a Customer Service representative
- I would do the front-end processes and would route patients to the correct department
- The call volume I handled was 55-70 calls per day
- Durable Medical Equipment
Independant Direct Service Provider
State of Ohio
04.2007 - 08.2022
- Assisted patients with personal requirements for housekeeping and grooming assistance.
- Provided transportation assistance for various appointments, activities, and events.
- Ensured a safe environment by adhering to established protocols and promptly addressing potential hazards or concerns.
- Supported clients in achieving personal goals through skill-building activities, encouragement, and guidance.
- Maintained clean, safe, and well-organized patient environment.
- Maintained accurate records, ensuring efficient communication among the care team and timely updates on client progress.
- Adhered to confidentiality guidelines and HIPAA regulations while managing sensitive client information.
- Maintained strong connections within caregiver community to gain continuous knowledge.
- Completed regular check-ins and progress report for each client.
- Entrusted to handle confidential and sensitive situations in professional matter.
- Provided staff coaching, mentoring, and consultation to enhance performance and professional development.
- Documented vitals, behaviors, and medications in client medical records.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
- Contributed to the development of new programs or services designed to enhance client experiences and outcomes.
- Participated in regular meetings with supervisors and peers to review client progress, discuss challenges, and adjust strategies as needed.
Custodial Worker
Shawnee State University
04.2021 - 04.2022
- I worked in various areas on site doing custodial work such as but not limited to mopping dusting, trash removal, sanitizing among other custodial type tasks
- Mixed, used and properly stored hazardous chemical cleaners to reduce risk of injury or illness
- Worked with building managers to assess ongoing needs and plan preventive maintenance and cleaning schedules
Customer Service Representative
AT&T
05.2020 - 12.2020
- Logging into customer accounts and fixing issues within the system, such as billing, changing services among other tasks
- Maintained customer satisfaction with forward thinking strategies focused on addressing customer needs and resolving concerns
Assembly Associate
Stanley Electric
12.2016 - 04.2017
- Performed quality control checks on products and parts for Honda vehicles
- Assembled headlights and various other car parts
- Rotated tasks required in specific production processes
- Reviewed work orders and blueprints to perform according to specifications
File Clerk
Stephenson Law Office
02.1999 - 05.2000
- Typed up deeds according to specifications
- Answered multi-lined phones and operated fax
- Ran errands for courthouse and filed with appropriate destination
- Dealt with property estates and land deeds
- Scanned and read incoming materials to determine how and where to classify
Education
No Degree - Paralegal Studies, legal terminology, computer courses, biology, algebra, English classes, paralegal classes
Shawnee State University
Portsmouth, OhioNo Degree - Court Reporting
Huntington Junior College
Huntington, West VirginiaSkills
- Customer service
- Excel
- Microsoft Office
- MS OFFICE
- Medical Terminology
- Medical Documentation
- Appointment Scheduling
- Patient Management
- Medical office administration
- Data Entry
- Receptionist
- Multi-Line Phone
- Medical Billing
- Medical Records
- Typing speed 60 WPM
- Microsoft Office - Excel, Word, PP
- Medical Records Management
- Medical chart documentation
Certification
- First Aid and CPR
- Yearly background checks via BCI driver's license
Authorizedtowork
Yes
Assessments
- Electronic Medical Records: Best Practices, 12/2019, Familiar
- Customer Focus & Orientation, 02/2020, Highly Proficient
Timeline
Customer Service Representative
Elumina Health
04.2024 - 10.2024
Customer Service Specialist
WECARE MEDICAL/ADAPTHEALTH
10.2022 - 02.2024
Custodial Worker
Shawnee State University
04.2021 - 04.2022
Customer Service Representative
AT&T
05.2020 - 12.2020
Assembly Associate
Stanley Electric
12.2016 - 04.2017
Independant Direct Service Provider
State of Ohio
04.2007 - 08.2022
File Clerk
Stephenson Law Office
02.1999 - 05.2000
No Degree - Paralegal Studies, legal terminology, computer courses, biology, algebra, English classes, paralegal classes
Shawnee State University
No Degree - Court Reporting
Huntington Junior College
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