Tierra Hume
Harrisburg,PA
Summary
Organized Appointment Setter thrives in fast-paced, high-pressure settings. Committed to quickly building client rapport and understanding needs. Well-organized and detail-oriented team player with good problem-solving, relationship-building and communication skills. Driven Customer Specialist committed to providing quality service and timely issue resolution. Proficient communicator and detail-oriented. Accustomed to working in stressful, high-volume call environments while providing efficient and accurate support.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Highmark
02.2023 - Current
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
Appointment Scheduler
Westshore Home
07.2020 - 11.2022
- Acted as first point of contact and set appointments for prospective clients.
- Addressed client inquiries and updated database information.
- Established and maintained client rapport by utilizing quality customer service.
- Set appointments with salespeople and potential customers.
- Promoted increased sales through outgoing calls demonstrating excellent product knowledge.
- Executed outgoing calls from corporate sales lead pipeline.
- Assisted office team by making phone calls, copies and appointments.
Medical Assistant
Arlington Orthopedics
05.2014 - 07.2020
- Educated patients about surgeries and provided treatment plan documentation.
- Obtained client medical history, medication information, symptoms and allergies.
- Sanitized, restocked and organized exam rooms and medical equipment.
- Managed master calendar and scheduled appointments for up to 6 providers based on optimal patient loads and clinician availability.
- Scheduled appointments, registered patients and distributed sample pharmaceuticals as prescribed.
- Received, recorded and addressed incoming and outgoing communication via telephone and email.
- Organized paperwork such as charts and reports for office and patient needs.
- Coordinated front office duties, including customer service, and patient scheduling.
Crew Member/Manager
McDonald's
04.2011 - 02.2020
- Supervised food preparation stations to observe hygiene and taste quality of food served to customers.
- Processed POS transactions, including cash and credit purchases or refunds.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Maintained compliance with company policies and procedures for food safety, sanitation and quality.
- Created and implemented policies to achieve customer satisfaction and maintain food service standards.
- Motivated staff to perform at peak efficiency and quality.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
Education
Certificate - Medical Assistant
Kaplan Career Institute
Skills
- EMR / EHR
- Medical office administration
- Medical Records Management
- Safe food handling
- Appointment Booking
- Multitasking and Time Management
- Office Equipment Operation
- Computers and Technology
- Food Preparation
- Guest Services
- Quality control
- MS Office
Timeline
Customer Service Representative
Highmark
02.2023 - Current
Appointment Scheduler
Westshore Home
07.2020 - 11.2022
Medical Assistant
Arlington Orthopedics
05.2014 - 07.2020
Crew Member/Manager
McDonald's
04.2011 - 02.2020
Certificate - Medical Assistant
Kaplan Career Institute
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