Susan Formica
Southington
Summary
Detail-oriented professional with extensive experience in call center operations and front desk management. Recognized for strong problem-solving abilities and effective communication, contributing to exceptional customer experiences and maintaining high service levels in fast-paced environments.
Overview
9
9
years of professional experience
Work History
Customer Service Representative IV
Eversource
04.2022 - 08.2025
- Managed high-stress situations effectively, with empathy and maintaining professionalism under pressure while resolving disputes or conflicts. 50-100 calls daily.
- Investigated, responded and resolved customers inquires and requests for billing, services, and company information.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Met customer call guidelines for service levels, handle time and productivity.
- Exceeded performance metrics consistently
Front Desk Medical Receptionist
Confidia Health Care & Middlesex Eye Care
01.2017 - 04.2022
- Verified patient insurance, demographic information, and health history to keep information current.
- Managed a high volume of incoming calls, addressing inquiries, and providing exceptional customer service to patients.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Coordinated referrals through insurance, other medical specialists, and documented details in patient charts.
- Performed various administrative tasks by filing, copying, and faxing documents.
Skills
- Customer relationship management
- Effective communication
- Call center operations
- Multi-line phone proficiency
- Scheduling and coordination
- Billing support
Timeline
Customer Service Representative IV
Eversource
04.2022 - 08.2025
Front Desk Medical Receptionist
Confidia Health Care & Middlesex Eye Care
01.2017 - 04.2022
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