SIERRA SPEIGHT
Hagerstown,MD
Summary
Customer-focused Customer Service expert with a passion for building relationships. Exceptional ability to communication effectively with customers, address their concerns, and resolve issues to ensure satisfaction. Strong problem-solving skills and ability to think quickly in high-pressure situations. Adapt at using CRM software and other tools to manage customer interactions. Skilled in client experience management, customer satisfaction surveys, and problem-solving. Entrepreneurial spirit always seeking new opportunities and challenges to tackle.
Overview
11
11
years of professional experience
Work History
Licensed Insurance Agent
Symmetry Group
, MD
11.2023 - Current
- Conducted customer needs assessments to identify appropriate coverage levels and options.
- Established relationships with vendors that provide services related to insurance products.
- Performed routine follow-up calls to assess customer satisfaction with products and services.
Patient Customer Representative
Meritus Health
Hagerstown, MD
01.2018 - 01.2023
- Acted as an advocate for the customers by documenting insights and sharing them internally with the product team, resulting in a 20% improvement in product satisfaction among customers.
- Consistently exceeded customer satisfaction goals by an average of 15% through effective communication and problem-solving techniques.
- Mentored and trained a team of 12 new customer service representatives on company policies and procedures, resulting in a 20% increase in team performance.
Patient Care Coordinator
Visiting Angles
Baltimore, MD
05.2017 - 10.2017
- Participated in weekly case conferences with members of the healthcare team for each assigned patient.
- Liaised effectively with patients, doctors and staff members, assessing medical charts and promoting high level of communication and interaction.
- Calculated sliding fee or special program adjustments relating to patient visits.
Escalations Support Specialist I
GriswoldNet
Severna Park, MD
11.2012 - 11.2017
- Assisted an average of 100-120 customers per day via email, phone, and live video (Zoom) resulting in 90% satisfaction rate.
- Routinely updated clients, following SLA (Service Level Agreement) guidelines, on active issues to gain additional information or to advise of status, resulting in a 95% customer satisfaction rate.
- Actively monitored and engaged with additional support channels, such as Slack and Social Media, resulting in a 40% increase in customer engagement.
Education
High School Diploma -
Allegany High School
Cumberland, MD06-2004
Some College (No Degree) - Healthcare Management
UMUC
Adelphi, MDSkills
- Knowledge of Products and Services
- Point of Sale
- Excellent Communication
- Adaptability
- Time Management
- Problem-Solving
- Team Training and Development
Timeline
Licensed Insurance Agent
Symmetry Group
11.2023 - Current
Patient Customer Representative
Meritus Health
01.2018 - 01.2023
Patient Care Coordinator
Visiting Angles
05.2017 - 10.2017
Escalations Support Specialist I
GriswoldNet
11.2012 - 11.2017
High School Diploma -
Allegany High School
Some College (No Degree) - Healthcare Management
UMUC
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