Tina Smith
Oklahoma City,Oklahoma
Summary
To leverage strong communication skills and customer-focused mindset in a Customer Support position at Southwest Airlines. Providing exceptional customer service, providing timely, efficient assistance and supporting operational teams in delivering the airline's commitment to hospitality and service excellence.
Overview
17
17
years of professional experience
Work History
Customer Care Representative
Southwest Airlines
07.2016 - Current
- Managing high call volumes with a mindset of customer satisfaction, exceptional hospitality, professionalism, and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving solutions.
- Built rapport with internal and external customers through active listening and empathetic responses, fostering positive relationships.
- Optimizing ability to balance company resources creating a positive experience, staying informed on polices, and reducing talk time.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Gather information related to call while navigating through multiple applications.
Patient Service Representive - Team Lead
OU Health Science Center
04.2014 - 07.2016
- Performing administrative duties, utilizing Excel, MS Word, MS Publisher, Outlook, and Power Points.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Trained new team members by relaying information on company procedures and safety requirements.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Streamlined clinic operations by identifying areas of inefficiency and implementing targeted improvements.
Patient Service Representative III
OU Health Science Center
07.2010 - 04.2014
- Managed multiple software programs and templates for Master Scheduling, registration, and insurance verifications.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic, improving customer satisfaction.
- Assisted patients in filling out check-in and payment paperwork.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Developed and implemented customer service policies and procedures.
- Supported new Patient Service Representatives orientation process by sharing expertise on office procedures.
Patient Service Representative II
OU Health Science Center
07.2008 - 07.2010
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Entered patient demographic and insurance data into electronic medical record system.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Handled complex insurance pre-authorization processes accurately, enabling timely delivery of necessary medical services.
Librarian Technician I
OU Health Science Center
05.2007 - 07.2008
- Catalogued and organized books, materials and other documents for proper library management.
- Maintained a high level of customer service by addressing and resolving patron concerns or complaints in a timely manner.
- Researched and acquired new library materials to maintain updated library collection.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Completed complex repairs quickly by leveraging strong
- Performed complex mechanical alignments and equipment calibration to meet quality standards.
- Supported librarians in maintaining an organized, up-to-date collection through meticulous cataloging and shelving tasks.
Education
Business – Business Management -
Oklahoma City Community College
Oklahoma City, OK09.2024
Skills
- First Call resolution
- Problem-Solving
- Communication Skills
- Customer Service Excellence
- Team Collaboration
Additional Information
•Coaching and Mentorship with LUV Chat Support
•Current Mentor in the Peer Mentorship Program
•Employee Support and Onboarding
•Technical Support and Training
•Service Coordinator
Timeline
Customer Care Representative
Southwest Airlines
07.2016 - Current
Patient Service Representive - Team Lead
OU Health Science Center
04.2014 - 07.2016
Patient Service Representative III
OU Health Science Center
07.2010 - 04.2014
Patient Service Representative II
OU Health Science Center
07.2008 - 07.2010
Librarian Technician I
OU Health Science Center
05.2007 - 07.2008
Business – Business Management -
Oklahoma City Community College
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