Victoria Grant
Customer service representative
Upper Darby,PA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
Occupational Health Services /Customer Service
Vertical Screen
09.2021 - Current
- Contributed to and helped lead employee staff meetings, reporting trends in procedures, advising leadership on resources needed and preparing information to be disseminated.
- Verified insurance eligibility and coverage for patients
- Filed and maintained patient records in accordance with HIPAA regulations.
- Resolved billing inquiries and disputes in timely fashion.
- Handled customer service inquiries in person, via telephone and through email.
- Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
- Took copayments and compiled daily financial records.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Completed clerical duties and tasks for clinic administration.
- Managed patient registration process, confirming data accuracy
- Used computer programs and registration systems to schedule patients for routine and complex procedures.
Product Expert ( Seasonal)
TurboTax
01.2022 - 04.2022
- Devised brand and product strategies to drive client satisfaction.
- Reviewed products and updates for company quality standards
- Analyzed user feedback and implemented changes to product design.
- Processed customer service orders promptly to increase customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided primary customer support to internal and external customers.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Educated customers about billing, payment processing and support policies and procedures.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Answered constant flow of customer calls with minimal wait times.
Healthcare Assistant
Excel Home Care Services
09.2018 - 10.2021
- Supported healthcare teams with basic physical assessments and diagnostic procedures.
- Assisted with patient hygiene, physical comfort, eating, and drinking, and mobility while observing and reporting specific changes.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
- Adhered to patient special diets and provided supplementary drinks under nursing staff supervision.
- Collaborated with physicians to design at-home medication guidelines and educated patients and families on correct medication administration.
Administration Clerk
HR Block
01.2019 - 04.2020
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Interacted with customers by phone, email, or in-person to provide information.
- Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance.
- Prepared meeting materials and took clear notes to distribute to stakeholders.
- Verified transactions, product orders and shipping dates and entered information into databases and reports.
- Managed calendars and scheduled appointments to maintain smooth flow of operations.
- Monitored office supplies and made arrangements for restocking of low-stock items.
- Managed tax drawers, resolved variances and filed company receipts.
- Booked and prepared meeting rooms, making arrangements for availability of refreshments.
- Issued invoices and followed up on outstanding payments to remind clients to pay on time
- Answered over 200 calls each day on multi-line telephone systems, supporting communication needs of 14 staff members.
Education
Bachelor Of Health Information Management - Health Information Technology
Southern New Hampshire University
Hooksett, NH 02.2023 - Current
Certificate - Nurses Aide
Reading Area Community College
Reading, PA 08.2004 - 09.2004
GED -
Reading Area Community College
Reading, PA 10.2004 - 12.2004
Skills
- Microsoft Excel
- Account Management
- Microsoft Word
- Report Creation
- Credit Card Payment Processing
- Active Listening
- Customer Relations
- Critical Thinking
- Time Management
- Conflict Resolution
- Tax Software
- Microsoft Outlook
- Strong Analytical and Problem-Solving Skills
- Customer Consulting
- Trained in Salesforce
- Complex Product Knowledge
- Livechat Messaging
- Understanding Customer Needs
- CRM Software
- Multi-Line Phone Talent
- Computer Proficiency
- Professional Telephone Demeanor
- Research
Timeline
Bachelor Of Health Information Management - Health Information Technology
Southern New Hampshire University
02.2023 - Current
Product Expert ( Seasonal)
TurboTax
01.2022 - 04.2022
Occupational Health Services /Customer Service
Vertical Screen
09.2021 - Current
Administration Clerk
HR Block
01.2019 - 04.2020
Healthcare Assistant
Excel Home Care Services
09.2018 - 10.2021
GED -
Reading Area Community College
10.2004 - 12.2004
Certificate - Nurses Aide
Reading Area Community College
08.2004 - 09.2004
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