Susan Conner
5074 Transit Road Apt 135 Depew,NY
Summary
Accomplished customer service professional with expertise in compliance and conflict resolution, honed at Concentrix CVG. Enhanced patient satisfaction by increasing first-call resolution rates through active listening and empathy. Proven ability to manage high call volumes while maintaining composure and professionalism. Skilled in analytical thinking and relationship building, driving positive outcomes and customer loyalty.
Overview
15
15
years of professional experience
Work History
Advisor II, Customer Service
Concentrix CVG Customer Management Group Inc
06.2013 - Current
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Stayed calm under pressure to and successfully dealt with difficult situations.
Customer Service Representative
Advanced Call Center Technologies Johnson City
05.2010 - 03.2012
- Managed high volume of inbound calls, ensuring prompt and professional customer service.
- 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.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Education
GED -
Allegany BOCES
Belmont, NY12-1998
Practical Nursing - Nursing
BOCES Cattaraugus-Allegany
Belmont, NY04-1998
Skills
- Analytical thinking
- Time management
- Critical thinking
- Written communication
- Relationship building
- Conflict resolution
- Decision-making
- Compliance requirements
- Customer service
- Active listening
- Empathy and understanding
- Solution-oriented approach
Timeline
Advisor II, Customer Service
Concentrix CVG Customer Management Group Inc
06.2013 - Current
Customer Service Representative
Advanced Call Center Technologies Johnson City
05.2010 - 03.2012
GED -
Allegany BOCES
Practical Nursing - Nursing
BOCES Cattaraugus-Allegany
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