Theresa Tinoisamoa
Auburn,WA
Summary
Experienced customer service professional skilled in delivering exceptional support and ensuring customer satisfaction in fast-paced, high-volume settings. Excellent communication skills to effectively address and resolve issues promptly. Collaborative and adaptable, consistently contributing to team success and meeting targets.
Overview
9
9
years of professional experience
Work History
Call Center Representative
Seattle Municipal Court
Seattle, WA
01.2025 - Current
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
Associate Patient Coordinator
Poly Clinic
Seattle, WA
12.2023 - 12.2024
- Company Overview: Optum
- Contributed to the successful completion of projects by providing critical logistical support when needed.
- Handled sensitive information discreetly, ensuring confidentiality and compliance with regulations.
- Provided administrative support to senior management, facilitating smooth daily operations.
- Entered data, generated reports, and produced tracking documents.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
Primary Care Representative
MultiCare
Auburn, WA
08.2022 - 11.2023
- Facilitated timely referrals to specialists when needed, ensuring continuity of care for patients with complex medical needs.
- Improved clinic workflow by effectively managing patient appointments, records, and followups.
- Assisted in the development of clinical protocols, streamlining processes for improved patient outcomes.
- Monitored chronic disease management among patients, adjusting treatment plans accordingly to optimize health outcomes.
Associate/Surgical Scheduler
Everygreen eye center
Auburn, WA
04.2022 - 07.2022
- Provided exceptional customer service when addressing patient inquiries or concerns regarding their scheduled surgeries.
- Supported hospital administration by providing regular reports on surgical scheduling metrics and trends.
- Enhanced patient satisfaction by efficiently scheduling surgeries and coordinating necessary pre-operative appointments.
- .Helped reduce surgery cancellations due to administrative errors by meticulously reviewing physician orders prior to booking cases.
Medical Front Office Receptionist
HealthPoint Midway
Federal Way
05.2021 - 01.2022
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Maintained a clean and welcoming reception area to ensure a positive first impression for all visitors to the medical facility.
- Helped patients complete necessary medical forms and documentation.
- Maintained current and accurate medical records for patients.
Med Technician
Brookdale senior living
Federal Way
08.2018 - 03.2019
- Administered medications and performed basic and advanced patient assessments.
- Interacted with patients and families while demonstrating high standards of performance, teamwork, and compassion.
- Followed appropriate disinfecting procedures to sterilize medical equipment.
- Maintained patient records and reports to enable tracking history and provide accurate and up-to-date information for physicians and other medical staff.
- Improved communication between departments by initiating regular updates on test status and availability of results.
- Continuously improved skills through ongoing education and professional development courses.
Customer Service Representative
Conduent
Federal Way
03.2016 - 06.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded proactively and positively to rapid change.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and team productivity by promoting operational best practices.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Education
High School Diploma -
Federal Way High School
Federal WaySkills
- Scheduling and planning
- Reporting and analysis
- Call routing
- CRM software
- Hardware and software monitoring
- Customer support
- Interpersonal and written communication
- Reliability
- Excellent communication
Languages
Samoan
Native or Bilingual
Timeline
Call Center Representative
Seattle Municipal Court
01.2025 - Current
Associate Patient Coordinator
Poly Clinic
12.2023 - 12.2024
Primary Care Representative
MultiCare
08.2022 - 11.2023
Associate/Surgical Scheduler
Everygreen eye center
04.2022 - 07.2022
Medical Front Office Receptionist
HealthPoint Midway
05.2021 - 01.2022
Med Technician
Brookdale senior living
08.2018 - 03.2019
Customer Service Representative
Conduent
03.2016 - 06.2018
High School Diploma -
Federal Way High School