Tanya Montgomery
Remote Customer Service
Clinton Township,USA
Summary
Accomplished and quality-focused medical professional with over 15 years of experience in leadership and strategic insights into business operations. Relationship-driven manager adept at fostering team motivation and achieving organizational goals, complemented by meticulous attention to detail that ensures delivery of accurate, high-quality work. Exceptional communication skills, both written and verbal, enhance client interactions while strong analytical and problem-solving abilities facilitate well-considered decision-making under pressure. Demonstrates self-motivation and adaptability, thriving in virtual work environments to maintain productivity and effectiveness.
Professional caregiver with solid experience providing compassionate and efficient in-home support. Skilled in medication management, personal care, and patient mobility, ensuring optimal comfort and safety. Strong collaborator, adaptable to changing needs, and consistently reliable in delivering high-quality care.
Overview
19
19
years of professional experience
1
1
Certificate
Work History
Home Health Aid
MI Champs Program
01.2024 - Current
- Assisted over 8 patients daily with personal care and activities of daily living, such as bathing, dressing, grooming, and mobility support.
- Administered catheters, colostomy care, wound dressings, and medication dispersions in accordance with detailed care plans.
- Coordinated healthcare services with physicians, nurses, and therapists to ensure continuity of care and enhanced patient quality of life by 15%.
- Improved medication adherence by 15% by supporting regimen compliance and monitoring adverse reactions.
- Recommended 8 assistive devices, providing tailored palliative care to improve patient comfort.
- Enhanced patient quality of life by implementing personalized palliative care strategies.
- Facilitated seamless healthcare service coordination among multiple providers to ensure efficient care delivery.
SR Customer Service Representative
Cardinal Health
05.2023 - 02.2024
- Provided services related to invoicing, acting as a liaison for dispute resolution and customer feedback management, while working closely with Quality and Regulatory teams.
- Analyzed customer trends to identify challenges, develop efficiencies, and drive process improvements in inventory, supplier performance, cost control, and customer service.
- Built strong relationships with key business stakeholders and communicated with customers to address needs, troubleshoot equipment issues, and resolve post-sales issues.
- Managed over 100 customer cases regarding backorders, complaints, pricing, and processed product complaints and incident reports.
- Investigated discrepancies in point of sales systems, website orders, and customer complaints, redirecting customers to in-house resources as necessary.
- Supported audits for medical products and verified insurance benefits while being a Certified Adult Mental Health First Aider.
- Volunteered for mental health programs, benefiting company wellness initiatives.
- Mentored new representatives, facilitating knowledge transfer and improving team performance.
Nurse Assistant/Unit Secretary
Henry Ford Hospital
05.2022 - 02.2023
- Trained new employees on systems, policies, best practices, and customer service standards.
- Updated treatment teams and admissions in Epic and logbooks, and managed deceased patients' documentation.
- Performed EKG, CPR, and regular phlebotomy requests; monitored glucose levels and patient vitals every 2 hours.
- Managed tracheostomy care, including suctioning and tube care, under RN supervision.
- Handled unit phones, wellness operations, supply orders, and maintained census documents.
- Provided comprehensive patient care, including bathing, mobility assistance, and catheter changes.
- Stocked ICU carts in all rooms and replenished supplies as required.
Remote Customer Service Representative
Walgreens
09.2020 - 05.2022
- Acknowledged as a Top 5 CSR for exceptional work ethic, leadership, and customer feedback.
- Cross-trained across departments as a subject-matter expert, supporting My Walgreens and Photo department inquiries.
- Trains and mentors new employees on systems, policies, and techniques to improve handling times and performance.
- Utilizes extensive product knowledge and persuasive sales techniques to boost revenue through effective upselling.
- Resolves escalated conflicts by identifying root causes and implementing corrective actions effectively.
- Manages multi-tasking by navigating multiple computer applications to provide individualized customer service.
Customer Service Supervisor
CDS of Texas
12.2014 - 12.2019
- Coached associates in performance optimization, time management, and customer relations, enhancing staff productivity.
- Cultivated customer loyalty by establishing rapport, thereby improving retention rates.
- Managed over 100 high-volume communication via phone, email, and chat, ensuring prompt and effective customer service.
- Oversaw operations like reservations, budgeting, and forecasting to ensure smooth daily processes.
- Facilitated conflict resolution between collection agencies and medical facilities, expediting insurance claim settlements.
- Administered payroll and scheduling utilizing Salesforce and Kronos software.
- Provided direct care and specialized services as a Certified Nurse Assistant, including ostomy and wound care.
Clinical Coordinator- Internship
Baptist St. Anthony's Hospital
01.2010 - 07.2010
- Managed patient flow, directed nurses and physicians, and ensured medical assignments were completed promptly.
- Tracked and monitored employee work hours, sick days, vacation time, and PTO; supported payroll operations.
- Approved patients for admission, completed thorough clinical documentation, and safeguarded confidential information.
- Coordinated multidisciplinary care teams to enhance patient treatment plans and outcomes.
- Increased Sales by 10%
Certified Nurse Assistant
In-Home Supportive Services
07.2006 - 01.2010
- Optimized operations and ensure adequate staff coverage by scheduling on-call personnel and evaluating operations.
- Managed facility of staff of 75
- Supported field staff, patients, and families with the resolution of clinical issues and concerns; demonstrated empathy and compassion.
- Developed and followed individualized care plans; created optimal meals to adhere to individual nutrition and dietary requirements.
- Assisted with ostomy care, wound care, and basic daily care of patients.
- Performed temperature checks, blood pressure monitoring, and basic health needs.
- Worked with psychiatric patients and crisis management cases.
Education
Adult Mental Health First Aid Certification - Mental Health
09.2023
Note key learnings, experience and skills gained relevant to the job.
No Degree - CNA
High School Diploma - undefined
01.1995
No Degree - Nutrition
01.1995
No Degree - Nail Tech
01.1995
No Degree - Child Development
01.1995
Note key learnings, experience and skills gained relevant to the job.
- Honor Roll
Skills
- Invoicing
- Quality control expertise
- Customer Service
- Supplier Performance Management
- Cost Control
- Audit Support
- Scheduling
- Payroll
- Salesforce
- Kronos
- Supply Management
- Epic
- Budgeting
- Regulatory Compliance
- Inventory Management
- Insurance eligibility verification
- Team Leadership
- Customer Dispute Resolution
- Training
- Mentoring
- Proficient in electronic medical records
- Point of Sale Systems
- Trend Analysis
- Conflict Resolution
- Incident Reporting
- Interpersonal Skills
- Analytical Thinking
- Problem Solving
- Customer service
- Critical thinking
- Data entry
- Staff training
- Call management
Certification
- Certified in Adult Mental Health First Aid Training
- Certified nurse assistant
LANGUAGES
English
Advanced
Timeline
Home Health Aid - MI Champs Program
01.2024 - Current
SR Customer Service Representative - Cardinal Health
05.2023 - 02.2024
Nurse Assistant/Unit Secretary - Henry Ford Hospital
05.2022 - 02.2023
Remote Customer Service Representative - Walgreens
09.2020 - 05.2022
Customer Service Supervisor - CDS of Texas
12.2014 - 12.2019
Clinical Coordinator- Internship - Baptist St. Anthony's Hospital
01.2010 - 07.2010
Certified Nurse Assistant - In-Home Supportive Services
07.2006 - 01.2010
Kimball High School - High School Diploma,
National Council For Mental Wellbeing - Adult Mental Health First Aid Certification, Mental Health
Vocational Henry Ford Hospital - No Degree, CNA
Michigan State University - No Degree, Nutrition
Michigan College of Beauty - No Degree, Nail Tech
S.T.E.P Program For Children Under Six - No Degree, Child Development
TRAINING / COURSES
- Heartsaver CPR AED - American Heart Association
- PRIDE Training: Foster Parent - Orange County Child Services
- Early Child Developmental Program - Department of Defense
- Certified in Adult Mental Health First Aid Training