Vicky Coleman
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication while providing accurate and reliable support to a wide range of customers with empathy and care. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals and maintain full-time position that offers professional challenges utilizing interpersonal skills, time management and problem-solving skills.
Overview
36
36
years of professional experience
1
1
Certification
Work History
Inbound Member Care Specialist
Papa Inc
11.2021 - 01.2024
- Managing high call volume from inbound phone traffic
- Engaging with customers, actively listening, and uncovering their needs while making recommendations and maximizing revenue for Papa
- Demonstrating a full understanding of current campaigns and offers while communicating them clearly to customers at every opportunity
- Proficient in conflict resolution, de-escalation and one call resolution while providing support with compassion.
- The ability to operate in a fast-paced environment while possessing excellent verbal and written communication skills Multitasking and operating several applications along with multiple other software programs such as using email, chat, text, Jira, Notion, Google Calendar, Google Maps & Slack.
- Enhanced team efficiency by streamlining processes and implementing best practices for handling member inquiries.
- Improved member satisfaction by providing exceptional customer service and addressing concerns promptly.
- Collaborated with cross-functional teams to develop comprehensive solutions for complex member issues.
- Exceeded performance metrics consistently, demonstrating a strong commitment to exceeding member expectations.
- Provided expert guidance on product offerings and services, ensuring members made informed decisions tailored to their needs.
- Facilitated effective conflict resolution among members, fostering a positive community atmosphere conducive to collaboration and growth.
- Assisted in training new team members, sharing expertise in best practices related to Member Care Specialist duties and responsibilities.
- Ensured consistent adherence to established policies and procedures while managing a high volume of member interactions daily.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Displayed unwavering commitment to maintaining a high level of confidentiality and professionalism throughout all interactions with members, earning their trust as a reliable resource..
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Family Caregiver
Family Member With Progressive Disease
04.2020 - 09.2021
- Caregiver for terminally ill parent
- Responsibilities included scheduling and transportation to and from medical appointments and assistance with in-home hospice care
- Hands-on experience with medication management, assistance with activities of daily living.
Patient Advocate/Inside Sales Representative
HealthRight - PHUSA - Health USA
01.2014 - 03.2020
- Telehealth Advocate for patients in pharmaceutical sales and Cancer Genetics testing covered by Medicare
- Promptly and effectively speaking with patients with empathy in identifying their health needs
- Insurance verification and benefit availability
- Contact patient doctors, pharmacies for verification and accurately enter patient information into the computer system and transfer to the appropriate department staff
- Accurate and effective knowledge and use of CRM, Vici software and Bio techno scribe software for the pharmaceutical sales department
- Knowledge of prescription information and medical terminology
- Making inbound and outbound phone calls while multitasking in a medical call center atmosphere
- Ability to toggle multiple screens and enter appropriate information into CRM accurately
- Responsible, empathetic, and supportive person who helps qualify the patients, submit, and transfer patient information to the clinical staff and/or appropriate department
- HIPAA certified
- Top performer-Goal oriented- Reliable-Accurate- Professional in a high-volume call center.
- Enhanced patient satisfaction by addressing concerns and providing information on healthcare rights and options.
- Provided emotional support to patients and families during challenging medical situations, fostering trust and rapport.
- Educated patients on available resources and community programs, increasing their access to needed services.
- Streamlined appointment scheduling for better patient flow, reducing wait times and improving overall experience.
- Collaborated with healthcare providers to ensure timely, accurate, and compassionate care for patients.
- Assisted patients in navigating complex insurance processes, leading to successful claim resolutions and reduced financial burdens.
- Managed patient complaints professionally and efficiently while maintaining strict adherence to HIPAA regulations.
- Entered details into computer systems and managed database of information.
- Maintained patient records and updated electronic health systems to safeguard data.
- Assisted patients in navigating complex healthcare systems and procedures to reduce emotional strain.
Family Caregiver
Family Member With Progressive Disease
04.2011 - 12.2014
- Compassionate caregiver of daily living needs
- Managed patient care, medical appointments, and bills
- Transport the patient to and from doctor appointments at Bay Pines VA Hospital as well as radiation appointments while implementing compassion, care, and support.
Salon Owner/Master Nail Technician
Nails by Vicky - Cheetah Nails - Nail Factor Salon
05.1988 - 12.2014
- Developed excellent client relationships and earned a reputation for exceeding Customer Service expectations and client services
- Recruitment, Hiring and training of new employees
- Daily cash handling, credit card processing, bank deposits and Full Management.
- Enhanced client satisfaction by providing personalized nail care treatments and recommendations.
- Boosted salon revenue by upselling additional services and retail products to clients.
- Ensured a clean and sanitary workspace, adhering to industry hygiene standards and practices.
- Established strong client relationships through exceptional customer service and communication skills.
- Collaborated with other salon staff members to create a positive work environment and seamless customer experiences.
- Consistently received positive feedback from clients regarding my attention to detail, professionalism, and friendly demeanor during their visits.
Education
Licensed Nail Specialist - Department of Business & Professional Regulation
Sarasota County Technical Institute (SCTI)
Sarasota, FLVenice High School
Venice, FLSkills
- Customer Service Specialist
- Organizational Skills
- Conflict Resolution
- Interpersonal Skills
- Active Listening
- Multitasking
- Attention to Detail
- Positive Attitude
- Critical Thinking
- Adaptability
- Telephone Etiquette
- Problem Solving
- Effective Communication
- Issue Resolution
- Call Center Experience
- Product Recommendations
- Customer Support
- Dispute Resolution
- De-Escalation Techniques
- Needs Assessment
- Call Documentation
- Professional Telephone Demeanor
- Remote Office Availability
- Computer Skills
- Complaint Resolution
- Teamwork and Collaboration
- CRM Software
- Product Education
- Product and Service Knowledge
- Medical Terminology Knowledge
- Quality Assurance
- Work Prioritization
- Relationship Building
- Problem Resolution
- Policy Understanding
- Time Management
- Computer Literacy
- Product Knowledge
- Complaint Handling
Certification
Health Insurance Portability and Accountability Act (HIPAA)
References Available
Upon request
Additional Information
Volunteer member of Be My Eyes
Volunteer member of Patriot Guard Riders
Member of American Legion auxiliary
Timeline
Inbound Member Care Specialist
Papa Inc
11.2021 - 01.2024
Family Caregiver
Family Member With Progressive Disease
04.2020 - 09.2021
Patient Advocate/Inside Sales Representative
HealthRight - PHUSA - Health USA
01.2014 - 03.2020
Family Caregiver
Family Member With Progressive Disease
04.2011 - 12.2014
Salon Owner/Master Nail Technician
Nails by Vicky - Cheetah Nails - Nail Factor Salon
05.1988 - 12.2014
Licensed Nail Specialist - Department of Business & Professional Regulation
Sarasota County Technical Institute (SCTI)
Venice High School
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