Stacy Decker
Auburn,AL
Summary
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
20
20
years of professional experience
Work History
Customer Service
Progressive Insurance
10.2023 - Current
- Provided excellent customer service, addressing client concerns and requests promptly.
- Maintained punctual delivery times for consistent customer service experience.
- Maintained detailed records of client conversations and customer service.
- Delivered exceptional customer service, resolving issues promptly and courteously.
- 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.
Scheduler/Team Lead
UVA Culpeper Family Practice
07.2021 - 08.2023
- Collaborated with other departments to ensure successful completion of projects
- Scheduled for 7 Providers - 4 Primary Care and 3 Urgent Care
- Created No show letters for providers
- Confirmed appointments for providers
- Rescheduled for several providers in office
- Helped order office supplies
- Faxed, scanned and collected payments
- Worked with Prior Authorization department for urgent/stat referrals
- Spoke with patients with unsatisfactory experience in office to assure future patient excellence
- Helped other clerical teammates with Performance appraisals
- Led in New EPIC Training
Insurance Agent
GEICO
02.2010 - 07.2021
- Sold home and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques
- Responded to customer calls within 24 hours to swiftly resolve issues and answer questions
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations
- Enhanced insurance agency reputation by accommodating new and different requests and by exploring opportunities to add value
- Built relationships with clients through active listening and responding to provide excellent service
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals
Insurance Agent
Bayshore Community Hospital
02.2007 - 02.2008
Front Desk Receptionist
Advantage Health Chiropractic
08.2005 - 06.2007
- Took copayments and compiled daily financial records
- Assisted patients in filling out check-in and payment paperwork
- Liaised between nurses, physicians, patients, and visitors
- Located, checked in and pulled medical records for patient appointments and incomplete charts
- Successfully scheduled patient appointments and placed reminder calls to deliver exceptional customer experience
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy
- Completed clerical duties and tasks for clinic administration
- Used computer programs and registration systems to schedule patients for routine and complex procedures
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing
- Fielded concerns surrounding patients and care, liaising between physician, patient and insurance company
- Kept waiting room neat and organized at all times by stacking magazines, removing trash and cleaning glass
- Checked patient data including insurance, demographic and health history to keep information current
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability
- Adhered to strict HIPAA guidelines at all times to protect patient privacy
Education
Nursing
Lord Fairfax Community College
High School Diploma -
Liberty High School
01.2003
Skills
- Client needs analysis
- Sales
- Property insurance
- Underwriting
- Customer Service
Timeline
Customer Service
Progressive Insurance
10.2023 - Current
Scheduler/Team Lead
UVA Culpeper Family Practice
07.2021 - 08.2023
Insurance Agent
GEICO
02.2010 - 07.2021
Insurance Agent
Bayshore Community Hospital
02.2007 - 02.2008
Front Desk Receptionist
Advantage Health Chiropractic
08.2005 - 06.2007
Nursing
Lord Fairfax Community College
High School Diploma -
Liberty High School
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