True-Journey Franklin
Summary
Customer service professional with over 10 years of experience in both in-person and virtual environments. Skilled in analyzing customer satisfaction trends and managing client interactions through inbound and outbound communications. Committed to delivering exceptional service and enhancing Net Promoter Score. Proficient in Microsoft Office and Teams, with a strong ability to adapt and learn new technologies.
Overview
8
8
years of professional experience
Work History
Direct Support Specialist
True-Journey Franklin
Germantown
01.2024 - Current
- Daily review of life skills with mentally/physically disabled clients, attention to client needs, assistance provided with independent tasks, accompany clients to and from doctor’s appointments, assist with various other task to support independent living.
- Assisted individuals with daily living activities and personal care needs.
- Developed and maintained positive relationships with clients and families.
- Implemented individualized support plans to enhance client independence.
Call Center Member Service Representative
True-Journey Franklin
Silver Spring
04.2021 - 01.2024
- Answered high volume inbound calls from members needing assistance with account details, supported in-branch staff with application status inquiries, recorded member information in Capterra and ChexSystems.
- Provided information on various products and services offered to members.
- Educated members about products and services offered.
- Processed member transactions accurately and efficiently.
- Documented member interactions for future reference and follow-up.
- Helped members resolve account inquiries and fulfill service requests.
Patient Assistance Coordinator
True-Journey Franklin
06.2018 - 03.2020
- Managing patient accounts, application and inbound call inquiries related to qualifying homes for medication. Recording data provided during call or data retrieved from HCP, ensuring HIPAA regulations and compliance are followed during calls, notation of accounts for accuracy.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Updated customer accounts, addresses and contact information within call management databases.
- Navigated through computer systems to review information and respond appropriately to callers.
Education
Communications
Strayer University
Board Certified - Medical Office Administration
Prospect College
Skills
- Care planning
- Medication oversight
- Health documentation
- Service coordination
- Client support
- Client relationship management
- Regulatory compliance
- Record keeping
- Strategic thinking
- Conflict management
- Communication
- Active listening
Timeline
Direct Support Specialist
True-Journey Franklin
01.2024 - Current
Call Center Member Service Representative
True-Journey Franklin
04.2021 - 01.2024
Patient Assistance Coordinator
True-Journey Franklin
06.2018 - 03.2020
Communications
Strayer University
Board Certified - Medical Office Administration
Prospect College