Tamara N. Mackey
Alvaton,KY
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Goal-oriented Customer Service Manager with five years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Coordinator
Salameh Plastic Surgery
07.2020 - 08.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Resolved concerns with products or services to help with retention and drive sales.
- Reviewed submitted documents to check compliance and enforce recordkeeping policies.
- Created and enhanced call sequencing flows and scripts to enhance team performance.
- Set benchmarks for customer service employees and monitored progress against targets.
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
- Worked with corrective action teams to assess historical solutions and make proactive procedural adjustments.
- Supported Customer Service Team managing over 13 team members resolving 15+ customer issues every day.
Certified Occupational Therapy Assistant
Southern Kentucky Rehabilitation Center
05.2019 - 07.2020
- Led a full caseload of injuries from traumatic brain injury to strokes to a full recovery
- Coordinated care plan conferences with neurologists, cardiologists, and pulmonologists to determine place setting and safety for patients
- Educated other staff members on the use of manual therapy for neurological patients
- Time management with a general knowledge in all sub and post- acute care
- Followed through with POC by OTR
- Educated patients and families on conditions, treatments and home exercises.
- Supported facility with administrative tasks such as scheduling appointments, mailing correspondence and answering telephone calls.
- Supported and built caring relationships with patients with developmental and cognitive disorders, such as Autism Spectrum Disorders, Down Syndrome, developmental delay and dementia.
- Maintained and promoted positive attitude toward clients and treatment programs.
- Provided support to help patients adjust to new physical or cognitive limitations.
Outpatient Hand Therapist
Kentucky Orthopedic Rehab Team
05.2017 - 07.2020
- Implemented protocol and procedures for lead hand surgeon.
- Planned and carried out individually designed programs of physical treatment to maintain, improve or restore physical functioning and alleviate pain.
- Communicated effectively with other care providers (physicians, nurses, business office, and medical records) to provide for continuity of patient care.
- Administered therapeutic treatments to ease patients' pain and facilitate healing of injuries.
- Planned and efficiently supervised operations 100+ patient per week outpatient clinic.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Followed wound care and demonstrated professionalism with wound care and high- risk patients
- Organized plans of care to ensure best patient outcomes.
Certified Occupational Therapy Assistant
Cal Turner Rehab, Med Center Health
03.2014 - 12.2019
- Coordinated care conferences
- Implemented programs for patients to ensure quality of care
- Organized wheel-chair evaluations
- Implemented fall safety programs for long term care residents.
- Outlined and developed sensory re-education program.
- Supported facility with administrative tasks such as scheduling appointments, mailing correspondence and answering telephone calls.
- Educated patients on safe and effective use of therapy equipment, such as pulleys, weights and inclined surfaces.
- Evaluated treatment progress and adjusted to achieve maximum benefit.
- Educated patients and families on conditions, treatments and home exercises.
Customer Service Representative
AT&T
05.2010 - 07.2013
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Associate of Applied Science - Occupational Therapy Assistant
Madisonville Community College
Madisonville, KY12.2013
Skills
- Time Management
- Leadership
- Effective Communication with Physicians
- Budget building
- Managing Operations and Efficiency
- Team Management
- Report Preparation and Analysis
- Staff Training
- Office Management
- Issue Resolution
- Scheduling and Coordinating
- Verbal and Written Communication
Certification
CPR,BLS Adult & Pediatric
National Board-Certified COTA
Manual therapy certified
Certified in work simplification, ergonomics, and body mechanics.
Additional Information
- President’s Award,2013 Pineapple Award, 2014,2015
Timeline
Customer Service Coordinator
Salameh Plastic Surgery
07.2020 - 08.2022
Certified Occupational Therapy Assistant
Southern Kentucky Rehabilitation Center
05.2019 - 07.2020
Outpatient Hand Therapist
Kentucky Orthopedic Rehab Team
05.2017 - 07.2020
Certified Occupational Therapy Assistant
Cal Turner Rehab, Med Center Health
03.2014 - 12.2019
Customer Service Representative
AT&T
05.2010 - 07.2013
Associate of Applied Science - Occupational Therapy Assistant
Madisonville Community College
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