Terri Cogburn
Pahrump,NV
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
31
31
years of professional experience
Work History
Customer Service Representative
OptimumCX, LLC
Reno, United States
09.2020 - Current
- Prepares correspondence
- Fulfills the needs of existing customers that are at risk of cancelling services or orders
- Addresses complaints with the goal of increasing satisfaction
- Offers discounts or special deals as needed within limits
- Provide accurate and appropriate information in response to customer inquiries
- Address customer service inquiries in a timely and accurate manner, maintain up-to-date records and notes within customer account
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Answered constant flow of customer calls with minimal wait times.
Home Caregiver
Caregiver
Pahrump, NV
11.2016 - 09.2020
- Prepare meals, shop for patient, complete minor cleaning, laundry, and other household chores
- Oversee medication and prescription usage, appointment reminders, and administering medicine
- Provide constant companionship and general supervision
- Drive patient to and from activities, run errands, and help getting in and out of wheelchair accessible vehicle
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces and purchasing supplies.
- Cooked tasty, nourishing meals for patients to promote better nutrition.
- Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm.
Pantry Chef
MGM Grand
Las Vegas, NV
12.1993 - 11.2016
- Wash, chop, dice, and carve both fruits and vegetables, and ensure preparation area is clean and equipment is sterilized as per health code standards
- Order and stock food for the cold station
- Make cold appetizers, including salads, vegetable, and meat roll-ups and bruschetta
- Prepare vinaigrettes, dips, and herb-infused oils
- Perform meal-prep activities before guests arrive (like chopping vegetables, cutting fish and meat, and washing fruits
- Store ingredients to keep them fresh and reduce food waste
- Check food plating, temperature, and portions for all cold dishes
- Recommend modern recipes to renew our menu and add nutritious, creative cold dishes
- Always maintain a clean station.
- Disciplined and dedicated to meeting high-quality standards.
- Maintained high food quality standards by checking delivery contents to verify product quality and quantity.
- Developed and remained accountable for safety, quality, consistency and adherence to standards.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- 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.
- Maintained energy and enthusiasm in fast-paced environment.
General Office Clerk
RAJ Limited
Las Vegas, NV
02.2008 - 08.2010
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Kept reception area clean and neat to give visitors positive first impression.
- Prepared packages for shipment, pickup and courier services for prompt delivery to customers.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Delivered clerical support by handling range of routine and special requirements.
- Maintained organized files and stocked supplies to support team needs and maximize performance.
- Provided quality clerical support through data entry, document management, email correspondence and overseeing operation of office equipment.
- Interacted with customers by phone, email or in-person to provide information.
Education
Associate of Science - Medical Billing and Coding
Ultimate Medical Academy - Clearwater
Clearwater, FL02.2018
Skills
- Experience with 10-key Data Entry and Microsoft / MS Word and MS PowerPoint; Typing Speed: 45 WPM Experience with 3CX, Citrix, Salesforce Experience with multiple phone lines
- Building Customer Trust and Loyalty
- Issue and Complaint Resolution
- Efficient and Detail-Oriented
- Courteous with Strong Service Mindset
- Understanding Customer Needs
- Responding to Difficult Customers
- Calm and Professional Under Pressure
- Customer Service and Assistance
- Answering Emails
- Excellent Attention to Detail
- Team-Oriented and Cooperative
Accomplishments
- Working Knowledge of Electronic Health Records (EHR) Scheduling HIPAA Insurance Verification Insurance Claim Processing EOBs Co-Payments Deductibles Managed Care (HMO, PPO, and POS) Government Payers Third Party Payers Worker’s Compensation Medical Billing Medical Coding ICD-9 ICD-10 HCPCS CPT Medical Terminology Medicare, Medicaid, and Tricare CMS 1500 CMS 1450 (UB-04)
Affiliations
Responsible and dependable professional having graduated with a 4.0 GPA at Ultimate Medical Academy. Seeking to apply the skills acquired through my education and continue to learn and grow with a successful company. Highly adaptable, with a strong work ethic, I would be a positive asset to your team. Team player who performs at high levels of productivity in fast-paced environments without missing a deadline. Accustomed to working in fast-paced environments. Good time management, adopting a flexible approach to work. Demonstrates independent work initiative, sound judgment, and attention to detail.
Additional Information
- Honors/Awards: , Dean's List.
Timeline
Customer Service Representative
OptimumCX, LLC
09.2020 - Current
Home Caregiver
Caregiver
11.2016 - 09.2020
General Office Clerk
RAJ Limited
02.2008 - 08.2010
Pantry Chef
MGM Grand
12.1993 - 11.2016
Associate of Science - Medical Billing and Coding
Ultimate Medical Academy - Clearwater
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