Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Tammy Mutch

Jacksonville

Summary

Dynamic customer service professional with extensive experience at Contractor Connection, recognized for exceeding performance metrics and enhancing client satisfaction. Skilled in CRM documentation and active listening, I foster strong relationships and drive process improvements, ensuring compliance and operational efficiency. Proven ability to resolve issues empathetically, contributing to increased loyalty and repeat business.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Customer Service Representative III

Contractor Connection
07.2021 - Current
  • Assisted customers by answering inquiries and resolving issues efficiently.
  • Learned company policies and procedures to provide accurate information to clients.
  • Maintained knowledge of products to enhance customer interactions and satisfaction.
  • Documented customer interactions in CRM system for future reference and follow-up.
  • Provided feedback on common customer concerns to improve service quality initiatives.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Cross-trained and backed up other customer service managers.

Audit Coordinator

SCIO Health Analytics
08.2012 - 06.2016
  • Coordinated audit schedules and ensured timely completion of all audit-related tasks.
  • Developed and maintained comprehensive documentation for audit processes and findings.
  • Collaborated with cross-functional teams to identify areas for process improvement.
  • Analyzed data trends to provide insights that guided strategic decision-making processes.
  • Enhanced reporting accuracy by refining documentation techniques and standard operating procedures.
  • Reduced financial discrepancies by conducting thorough risk assessments and internal audits.
  • Developed strong relationships with clients to facilitate smooth auditing processes and maintain client satisfaction.
  • Ensured compliance with industry regulations, reducing potential fines and penalties for the organization.
  • Improved audit accuracy with meticulous record-keeping and attention to detail.
  • Prepared working papers, reports and supporting documentation for audit findings.

Front Office Coordinator

North Florida Surgeons
01.2008 - 02.2011
  • Coordinated patient scheduling and office workflow to enhance operational efficiency.
  • Managed front desk activities, ensuring a welcoming environment for patients and visitors.
  • Implemented electronic health record systems for streamlined patient information management.
  • Trained new administrative staff on office procedures and best practices for patient care.
  • Improved patient relations by proactively addressing concerns or complaints with professionalism and empathy.
  • Handled financial transactions responsibly, collecting copayments and processing payments with attention to detail.
  • Managed high call volumes effectively, addressing patient inquiries and resolving issues promptly.
  • Supported administrative tasks such as filing, data entry, and document management to maintain an organized office environment.
  • Contributed to a positive team atmosphere by assisting colleagues when needed, fostering a supportive work environment for all employees.
  • Conducted insurance verification tasks accurately, ensuring proper coverage and minimizing billing errors.
  • Safeguarded patient privacy by strictly adhering to HIPAA regulations and maintaining confidentiality at all times.
  • Streamlined billing processes, resulting in faster turnaround times for insurance claims.

Education

No Degree - Certified Nursing Assistant

Concorde Career College
Jacksonville, FL

High School Diploma -

William M Raines
Jacksonville, FL

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Call center experience
  • Computer proficiency
  • Microsoft Excel
  • Professional telephone demeanor
  • Microsoft outlook
  • Follow-up skills
  • Call management
  • Product knowledge
  • Documentation
  • Administrative support
  • Customer relationship management (CRM)
  • Clerical support
  • Coordination
  • Account management

Accomplishments

  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.

Certification

  • Certified Nursing Assistant, 1991

Timeline

Customer Service Representative III

Contractor Connection
07.2021 - Current

Audit Coordinator

SCIO Health Analytics
08.2012 - 06.2016

Front Office Coordinator

North Florida Surgeons
01.2008 - 02.2011

No Degree - Certified Nursing Assistant

Concorde Career College

High School Diploma -

William M Raines

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