Theresa Pichette
Putney,VT
Summary
Dynamic customer service professional with a proven track record at Veteran's Affairs, excelling in relationship building and problem-solving. Recognized for enhancing Veteran satisfaction through effective scheduling and insurance verification. Adept at managing high-pressure situations while maintaining a positive demeanor and fostering teamwork. Committed to delivering exceptional service and support.
Overview
9
9
years of professional experience
Work History
AMSA
Veteran's Affairs
11.2022 - Current
- Demonstrate respect, friendliness, and willingness to help wherever needed. Adaptable individual with exceptional interpersonal skills and talent for building relationships. Known for delivering outstanding service and enhancing Veteran satisfaction. Focused on fostering positive interactions and creating a collaborative environment.
- Due to the effectiveness of my scheduling skills, I consistently schedule, cancel, and reschedule appointments within the guidelines of the Minimum Scheduling Effort SOP for RTCs, Recalls, and Consult Management for PCPs and Clinical Pharmacists with a very robust panel of patients. I also communicate regularly with CC AMSAs to support Veterans by addressing any questions or concerns they may have about their consults.
- Use critical thinking to break down problems, evaluate solutions, and make decisions to best help our Veterans while using cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient.
- I am able to collect, verify, and capture insurance information accurately while effectively utilizing the ICB software and scanner. I understand how to upload required documents correctly and recognize the importance of accurate insurance entry for the benefit of our VISN. I am also knowledgeable in assisting Veterans with the Kiosk, including guiding them through the process of requesting travel pay when needed.
Customer Service Representative
Eversource Energy
03.2019 - 06.2022
- Assisted customers with billing adjustments, order entry, error processing, also with the opening of field investigations with accurate documentation.
- Explained electric service policies, rates, and payment options to support clear customer understanding.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts to include service outages.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Investigated account discrepancies and corrected records to maintain billing accuracy and service continuity.
- Handling an average of 60-80 call per day.
Customer Account Manager
Comcast Business
01.2018 - 03.2019
- Managed customer relationships to retain accounts and resolve service issues promptly.
- Reviewed account activity to identify renewal risks and protect recurring revenue.
- Coordinated billing, order, and provisioning concerns across cross-functional support teams.
- Advised customers on product changes, contract options, and service enhancements.
- Upwards of 120+ calls per day while also receiving incoming calls
- Upkeep of 50-100 active accounts and follow up required daily
Education
High School Diploma -
Manchester High School West
Manchester, NH06-1990
Skills
- Positive demeanor
- Customer service
- Problem-solving
- Teamwork and collaboration
- Insurance verification
- Flexible and adaptable
- Excellent communication
- Positive attitude
Timeline
AMSA
Veteran's Affairs
11.2022 - Current
Customer Service Representative
Eversource Energy
03.2019 - 06.2022
Customer Account Manager
Comcast Business
01.2018 - 03.2019
High School Diploma -
Manchester High School West