STELLA MATHENGE
Somerset,NJ
Summary
Dynamic and empathetic Customer Care Representative with a proven track record of providing exceptional support and assistance to customers. Skilled in resolving inquiries, addressing concerns, and fostering positive relationships through clear communication and effective problem-solving. Proficient in utilizing various customer service platforms and tools to streamline processes and enhance customer satisfaction. Dedicated to delivering personalized service and exceeding expectations in every interaction. A collaborative team player with a passion for delivering outstanding customer experiences
Overview
4
4
years of professional experience
Work History
Customer Care Representative
Summit Health Management
Somerset, NJ
11.2022 - Current
- Provided accurate, valid, and complete information to customers.
- Answered customer inquiries over the phone and via email.
- Resolved customer complaints promptly and professionally.
- Serve as liaison between patient, clinic, and pharmacy to minimize time missed between refills
- Interpret patient medical history (medication list, office visit notes, etc.) and understand and properly communicate provider’s plan to patient
- Perform appropriate medication reconciliation by comparing how your patient is taking medication versus what is written in medical record and/or filled at the pharmacy
- Navigate between different Electronic Medical Record (EMR) platforms to review patient medical information
- Accurately and comprehensively document patient care activities in all applicable electronic records accurately and comprehensively document patient care activities in all applicable electronic records
- Timely follow up and persistent outreach to patients, providers, and pharmacies to ensure medications are picked up and taken as directed
- Connect with patients before and after their primary care visit, if necessary, to help coordinate the completion of their quality health maintenance
- Scheduling patient appointments as needed for refills/barriers
- Identify patients who need referrals to clinical pharmacist, retail pharmacy med sync program, retail pharmacy medication pack program, care management, clinician, and/or Village at Home
- Call patients to ensure they refill their chronic disease medications on time for diabetes, blood pressure, and cholesterol
General Transcriptionist
Rev.com Inc.
Somerset, NJ
12.2021 - Current
- Transcribed audio recordings of interviews, lectures, and other events accurately and quickly.
- Proofread transcripts for accuracy and formatting.
- Utilized foot pedal to control playback speed during transcription process.
- Followed client-specific instructions regarding formatting, content.
- Developed skill in typing quickly and accurately at least 70 words per minute.
- Edited documents with proper grammar, punctuation, and spelling.
- Verified accuracy of final product prior to submission to client.
- Monitored deadlines established by clients for completion of projects.
- Adjusted sound levels while transcribing audio recordings.
- Transcribed documents and maintained high levels of accuracy.
Virtual Customer Service Representative
Maximus Oilfield Service,LLC
Troup, TX
02.2020 - 11.2021
- Administrative Support: Provide administrative support such as managing calendars, scheduling appointments, and organizing meetings.
- Data Entry: Accurately input data into spreadsheets, databases, or other software systems.
- Travel Arrangements: Coordinate travel arrangements including booking flights, accommodations, and transportation
- File Organization: Maintain organized digital and physical files, ensuring easy access to important documents.
- Project Coordination: Assist in managing projects by coordinating tasks, deadlines, and communication among team members.
- Proofreading and Editing: Review documents for errors in grammar, punctuation, and formatting, ensuring high-quality output.
- Responded to customer inquiries via telephone, email and chat.
- Provided technical assistance to customers regarding products and services.
- Resolved customer complaints in a timely manner.
- Utilized customer service software to track inquiries and document solutions provided to customers.
- Evaluated customer feedback data to identify areas of improvement within the customer service process.
Education
Bachelor of Science - BUSINESS INFORMATION TECHNOLOGY
DEDAN KIMATHI UNIVERSITY
Nairobi , Kenya 05-2014
Skills
- Payment Processing
- Customer Service
- Data Entry
- Appointment Scheduling
- Project Management
- Problem Resolution
- Documentation And Reporting
- Customer Relationship Management
- Needs Assessment
- Adaptability
- Sales Transactions
Languages
English
Full Professional
Swahili
Native/ Bilingual
Affiliations
- Hiking
- Article writing
- Swimming
- Dancing
Timeline
Customer Care Representative
Summit Health Management
11.2022 - Current
General Transcriptionist
Rev.com Inc.
12.2021 - Current
Virtual Customer Service Representative
Maximus Oilfield Service,LLC
02.2020 - 11.2021
Bachelor of Science - BUSINESS INFORMATION TECHNOLOGY
DEDAN KIMATHI UNIVERSITY
Similar Profiles
Danielle BelmonteDanielle Belmonte
Certified Medical Assistant at Summit Health ManagementCertified Medical Assistant at Summit Health Management
Anthony FlemingAnthony Fleming
Desktop Support Analyst at Summit Health ManagementDesktop Support Analyst at Summit Health Management
Jeanette FernandezJeanette Fernandez
Breast Patient Navigator at Summit Health ManagementBreast Patient Navigator at Summit Health Management
Dawn ChoateDawn Choate
Patient Billing Specialist at Summit Health ManagementPatient Billing Specialist at Summit Health Management
Bianca GarciaBianca Garcia
Customer Service Cashier at BAM DessertsCustomer Service Cashier at BAM Desserts