Shelly Carpenter
Baltimore,MD
Summary
Proven track record at Kaiser Permanente, enhancing customer satisfaction and exceeding performance targets through a goal-oriented mindset and exceptional customer support. Mastered technical troubleshooting and data entry, leading to significant improvements in client service and operational efficiency. Demonstrated expertise in staff training and performance improvement, ensuring high-quality patient care and support.
Overview
9
9
years of professional experience
Work History
DIS Patient Services SH Representative
Kaiser Permanente
Southwest , Baltimore
08.2018 - Current
- Increased customer satisfaction by addressing and resolving complaints promptly.
- I handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Greeted customers warmly to set the tone of the customer experience and provide a welcoming and friendly atmosphere.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Exceeded performance targets through a diligent work ethic and focus on results-driven tasks.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Assist in processing paperwork and signing out images for members in compliance with departmental procedures & HIPAA.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Customer Service Representative
Kaiser Permanente
Fulton, MD
01.2018 - 08.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Mental Health Assistant
Kaiser Permanente
White Marsh, MD
08.2015 - 01.2018
- Provided crisis intervention services, ensuring timely response and appropriate action during emergency situations.
- Delivered compassionate patient care, focusing on safety, comfort, and emotional support.
- Maintained patient records, documenting changes in patient condition.
- Supported patient confidentiality per HIPAA regulations.
- Counseled and mentored clients on substance use and life choices.
- Improved patient well-being by providing compassionate support and care in one-on-one and group settings.
Education
No Degree -
Baltimore City Community College
Baltimore, MD06.2028
Skills
- Customer Support
- Goal-oriented mindset
- Customer Relations
- Data entry proficiency
- Technical Troubleshooting
- Client Service
- Paperwork Processing
- Staff Training
- Performance Improvement
- Telephone reception
Timeline
DIS Patient Services SH Representative
Kaiser Permanente
08.2018 - Current
Customer Service Representative
Kaiser Permanente
01.2018 - 08.2018
Mental Health Assistant
Kaiser Permanente
08.2015 - 01.2018
No Degree -
Baltimore City Community College