Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ta'Nyria Henix

Irving,TX

Summary

Detail-oriented Patient Service Representative with outstanding treatment knowledge and stellar communication skills. . Personable and dedicated Customer Service Representative with extensive experience in Technical Support industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

5
5
years of professional experience

Work History

Healthcare Customer Service Representative

Sutter Health
10.2023 - Current
  • Dedicated healthcare professional with a strong focus on effective communication and patient-centric care.
  • Proficient in utilizing advanced communication tools, including phone calls, online chats, emails, faxes, or mail, to address patient inquiries with professionalism and empathy. Adheres to established Practice guidelines to ensure timely resolution of patient issues, utilizing a computerized scheduling system for accurate appointment management.
  • Demonstrates expertise in updating patients' records through various management information systems. Skilled in the pre-visit preparation process, producing detailed "traveler" documents to guide physicians in care planning activities. Proactively follows up with patients post-visit to confirm understanding and compliance with care plans.
  • Experienced in processing referrals, coordinating authorizations, and managing prescription refills. Constantly identifies opportunities for process improvement and stays abreast of new developments in healthcare.
  • Adhered to HIPAA regulations when handling confidential patient information.
  • Greeted patients upon arrival and answered any questions they had about their visit.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
  • Generated monthly performance metrics reports based on customer feedback survey results.

Technical Support Advisor

Concentrix
Minden, LA
08.2021 - 08.2023
  • Handled customer service issues by providing guidance or escalating for advanced support.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
  • Performed variety of clerical and administrative duties pertaining to on-site support.
  • Diagnosed hardware and software problems related to customer's environment.
  • Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
  • Walked customers through common phone hardware and software configurations to maximize service functionality.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Maintained positive working relationship with fellow staff and management.
  • Identified, researched and resolved technical issues for customers.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Assisted customer in understanding products, components and systems using technical demonstration.
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities.
  • Documented customer complaints and inquiries for use in technical documentation and bug tracking.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Developed and maintained strong relations with customers to meet quality expectations.
  • Served as first point of contact for incoming technical service calls and emails.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered 80 calls per shift to assist with customer questions and concerns.

Customer Service Representative

Teleperformance
Shreveport, LA
08.2018 - 08.2020
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Consulted with customers to resolve service and billing issues.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Increased customer satisfaction ratings [Number]% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Improved customer service wait times to mitigate complaints.

Education

Associate of Applied Science -

Bossier Parish Community College
Bossier City, LA
05-2012

Skills

  • Claims Processing
  • Strong Interpersonal Skills
  • Customer Service
  • Typing [50] WPM
  • Data Entry
  • Critical Thinking
  • Problem-Solving Abilities
  • Administrative Support
  • CRM Software
  • Project Management Abilities
  • Technical Troubleshooting
  • Linux Programming and Administration
  • Clerical Support
  • Payroll Processing
  • Excel Proficiency
  • Attention to Detail
  • Excellent Communication

Timeline

Healthcare Customer Service Representative

Sutter Health
10.2023 - Current

Technical Support Advisor

Concentrix
08.2021 - 08.2023

Customer Service Representative

Teleperformance
08.2018 - 08.2020

Associate of Applied Science -

Bossier Parish Community College

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Ta'Nyria Henix