Summary
Overview
Work History
Education
Skills
Timeline
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Stephanie Mullins

Jacksonville,FL

Summary

Driven Customer Support Representative with over 5 years of experience. Problem solver promoting customer satisfaction by resolving concerns and answering questions. Friendly personality improves customer retention and team building.

Overview

4
4
years of professional experience

Work History

Remote Customer Support Representative

Cass Information Systems
Jacksonville, Florida
04.2023 - Current
  • The individual in this position is responsible for resolving service issues, requests, and other issues through follow up with vendors and clients, and documenting interactions within our proprietary systems
  • Represents the company in a positive way and focuses on building strong customer relationships.
  • Keeps management updated on important issues that could affect client accounts.
  • Recommends ways to improve client service and internal processes.
  • Works independently and with teams to update and maintain client records.
  • Reduced customer churn by empathetically addressing their concerns and advocating for their needs within company.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Patient Relations Representative

Alfa Dental Management
Jacksonville, FL
05.2021 - 03.2023
  • Manage incoming calls, social media and marketing inquiries
  • Assess patient needs, schedule and confirm patient appointments
  • Schedule patient care appointments
  • Supported efficient workflow within the organization by maintaining up-to-date knowledge of departmental policies, procedures, and regulatory requirements.
  • Conducted regular follow-ups with patients post-discharge, confirming proper care plan adherence and ongoing satisfaction.
  • Streamlined communication between patients and medical staff for improved healthcare experiences.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Organized patient records and database to facilitate information storage and retrieval.
  • Streamlined call handling processes for improved efficiency and reduced wait times.
  • Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
  • Recommended products to customers, thoroughly explaining details.
  • Responded to customer requests for products, services, and company information.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Education

CPC - Medical Billing & Coding

Online Florida Technical College
Orlando, FL
01.2026

High School Diploma -

Sandalwood High School
Jacksonville, FL
06.2012

Skills

  • Customer Service

  • Microsoft office

  • Problem-solving

  • Customer Service Skills (10 years)

  • Patient Care

  • Typing

  • Organizational skills

  • Phone Etiquette

  • CRM

Time management

Incoming call management

Excellent communication

Timeline

Remote Customer Support Representative

Cass Information Systems
04.2023 - Current

Patient Relations Representative

Alfa Dental Management
05.2021 - 03.2023

High School Diploma -

Sandalwood High School

CPC - Medical Billing & Coding

Online Florida Technical College

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