Theodore Blackmon
Virginia Beach,VA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
17
17
years of professional experience
Work History
Medical Order Entry Specialist
Practice Made Perfect, LLC.
2021.05 - 2023.09
- Examined orders to confirm accuracy, completeness and adherence to customer requirements.
- Updated DME and CPAP Orders for Insurance Payment processing.
- Validated Medical Necessity on all prescriptions, certificates of medical necessity or verbal orders from the ordering or treating physician.
- Correctly routed expired prescriptions and outdated orders to the QA department for review and recertification.
- Maintained QA Score of 95%
- Maintained Productivity Score of 90%
Order Entry Specialist
E5 Solutions
2020.04 - 2021.04
- Processed customer orders in line with established policies and procedures.
- Communicated with customers to address order inquiries, changes and cancellations.
- Assisted customers by providing tracking information and resolving shipping or merchandise issues.
- Input order information into system and updated customer accounts to document and track customer orders.
- Examined orders to confirm accuracy, completeness and adherence to customer requirements.
Sr. Customer Support Specialist/Contractor
Department Of The Navy
2006.08 - 2020.03
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- 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.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed and updated databases to handle customer data.
- Cross-trained and provided backup support for organizational leadership.
Education
High School Diploma -
Dover High School
Dover, NJSkills
- Report Generation
- Information Security
- Product Knowledge
- Complaint Resolution
- Call Management
- Process Optimization
- Microsoft Excel
- Product Education
- POS Systems Expert
- System Implementation
- Route Management
- Microsoft Office Suite
Timeline
Medical Order Entry Specialist
Practice Made Perfect, LLC.
2021.05 - 2023.09
Order Entry Specialist
E5 Solutions
2020.04 - 2021.04
Sr. Customer Support Specialist/Contractor
Department Of The Navy
2006.08 - 2020.03
High School Diploma -
Dover High School
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