Virginia Hillard
Customer Service
Fruita,CO
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Enthusiastic about helping patients get necessary medical support by obtaining authorizations, scheduling procedures and coordinating paperwork. Detail-oriented and proactive with good relationship-building skills, a hardworking nature and an adaptable approach.
Overview
20
20
years of professional experience
Work History
Security Guard Officer
Citadel Securities
Grand Junction, CO
01.2023 - Current
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Acted as deterrent to prevent criminal actions, vandalism and misconduct to allow business to conduct operations in safe environment.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Reviewed camera and system feeds and alerted proper respondents regarding discrepancies.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority
- Monitored employee activities, confirming compliance with security regulations
- Secured premises and personnel by patrolling property and monitoring surveillance equipment
- Recorded observations and occurrences and interviewed witnesses to complete and submit incident report
- Checked and verified photo identification prior to granting facility access
Personal Care Assistant
Dennis Cherwinski
Grand Junction, CO
01.2022 - 06.2023
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Ran errands for patients, did shopping, and picked up other necessities.
- Checked his O2 levels and changed out cylinders when needed
- Go and get refills for client at Oxygen store and supplies
- Built strong relationships with clients to deliver emotional support and companionship
- Assisted patients with self-administered medications
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming
- Assisted clients with daily living needs to maintain self-esteem and general wellness
- Transported individuals to events and activities, medical appointments, and shopping trips
- Maintained strong connections within caregiver community to gain continuous knowledge
Customer Service Specialist
Highline Fast Internet
Grand Junction
01.2023 - 03.2023
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Updated account information to maintain customer records and service techs
- Got techs ready for installs by making sure clients have everything in place for install to happen
- Set tech up for daily job duties and make sure all is ready to go before install
- Do daily meeting with company to give them stats on where we are and what we have next week for techs and service issues
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Maintained and managed customer files and databases
- Maintained up-to-date knowledge of product and service changes
- Reached out to customers after completed sales to suggest additional service or product purchases
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Resolved concerns with products or services to help with retention and drive sales
Care Assistant
Columbine Caregivers
Grand Junction, CO
02.2022 - 03.2023
- Planned, prepared, and served meals and snacks according to prescribed diets.
- Monitored and assisted residents through individual service plans.
- Ran errands for patients, did shopping, and picked up other necessities.
- Built strong relationships with clients to deliver emotional support and companionship.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Documented residents' mental status, sleep, and eating patterns in medical record books
- Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas
Liquor Store Associate
In The Middle Liquors
Fruita, CO
07.2022 - 09.2022
- Received payments by cash, credit and personal check and remitted correct change.
- Denied alcoholic sales to intoxicated customers and contacted management immediately when issues escalated.
- Educated customers on different promotions, spirits and wines to facilitate buying decisions.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Used in-store system to locate inventory and place special orders for customers.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Recommended complementary purchases to customers, increasing revenue
- Answered customer questions about products and services, helped locate merchandise, and promoted key items
- Stocked merchandise, clearly labeling items, and arranging according to size or color
Oxygen Technician
Lincare Home Oxygen And Respiratory Systems
Grand Junction, CO
12.2021 - 06.2022
- Cooperated and communicated with physicians to deliver patient satisfaction and meet compliance with set standards.
- Educated patients about procedures, answered questions, and provided comforting words to control anxiety and enhance procedure results.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Put drivers routes together and paperwork for next day delivers
- Call patient for service on o2 machine
- Cooperated and communicated with physicians to deliver patient satisfaction and meet compliance with set standards
- Cleaned and sterilized instruments, equipment and surfaces
- Monitored patient vital signs, lab results and other indicators of health
- Made emergency visits to resolve equipment problems
- Triaged patients in office or by phone to assess severity of conditions
Logistics Team Member
Temco Logistics
Orchard Mesa Colorado
01.2022 - 03.2022
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Coordinated shipments and tracked progress to facilitate timely delivery.
- Verified transactions, product orders and shipping dates and entered information into databases and reports.
- Talked to Home and resolve customer complaint if appliance was wrong
- Geo Code location for drivers in rural areas
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Verified transactions, product orders and shipping dates and entered information into databases and reports
- Coordinated driver dispatch to accomplish daily delivery requirements
- Studied data to identify trends and patterns in transportation activity
- Identified opportunities for inventory reductions
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems
- Monitored performance of logistics operations to identify areas for improvement
Customer Service Specialist
Western Health Care Alliance
Grand Junction, CO
04.2021 - 11.2021
- Answer emails from clients and collections team
- Cancel or adjust accounts accordingly for clients when requested thew email or phone.
- Answer request from collection team threw incoming emails close accounts when request from clients
- Lesion between A1 -collection and Hospital / clinic by having access to hospital systems when available if not inquire with
hospital to answer collections question for accuracy. - Answer inbound calls from client lines to go over needs of account
- Consulted with customers to resolve service and billing issues
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Made outbound calls to obtain account information from hospital if information was not in data base provided
- Enhanced productivity levels by anticipating needs and delivering outstanding support
- Maintained and managed customer files and databases
- Updated account information to maintain customer records
- Actively listened to clients handled concerns quickly and escalated major issues to supervisor
- Took payment information and other pertinent information such as addresses and phone numbers to place orders
Customer Service Associate
G&G Medical Group
Grand Junction, CO
08.2018 - 04.2021
- At G&G Medical as a CSR daily needs
- Answering phones, daily paper with walk ins
- Exchange cylinders when patients came in,
- Check and exchange concentrators when needed
- Give out new tubing on needed bases
- Call patients when nocturnal oximetry would came and run test to see if patent would quality for night time O2
- Make calls for in house collection to meet goals of 90% for monthly revenue .
- Stock front with necessity tubing ,oxygen bottles etc.
- Put routes together after looking at next day needs, add them to desecrates ,print and ass them to proper drivers
- Call patients to set up time for us to come to come check there machine
- Work with our RT to see what we need from Dr's or insurance requirements office to get patients on CPCP machines .
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Handled billing and payment issues following guidelines, resolving disputes properly
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
Customer Service Representative
Rocky Mountain Health Care Services
Grand Junction, CO
08.2014 - 10.2016
- Answer inbound calls promptly and provide all calls one stop resolution answer to their questions about their health care needs
- Go over different policy with co pay and monthly payment options once listing to needs of client
- Troubleshooting and strategizing solutions for frustrated members of Rocky Mountain Health Plans
- Understanding and adhering to HIPPA regulations to maintain member privacy
- Walk-in face to face with customers to answer question to their Health care policy or bills patients might have gotten from provider or us
- Maintained Quality assurance of 90% every month.
- Updated account information to maintain customer records
- Investigated and resolved customer inquiries and complaints quickly
Customer Service /Sales Representative
Choice Hotels International
Grand Junction, CO
08.2004 - 08.2011
- Troubleshooting and resolving problems for upset Hotels and Guests
- Assisting agents with problems
- Assisting guests find and reserve hotels worldwide
- Choice Privileges help guest with their accounts/adding points
- Respond to guest emails
- Provide customers with one stop call resolution
- Increased revenue with strategic upselling of products and services to existing customers.
- Was evaluated on calls from sup
- Built relationships with customers and community to promote long term business growth.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Handled customer inquiries and high volume calls to solve billing and ordering problems, independently resolving 95% of issues
- Obtained referrals with existing clients to generate new business, boosting overall sales 50%
- Reconciled orders and payments to coordinate logistics for over all accounts
- Promoted new products and services to existing customers, driving revenue growth and satisfaction
- Contributed to team objectives in fast-paced environment
- Maintained current knowledge of evolving changes in marketplace
- Informed customers of promotions to increase sales productivity and volume
Education
High School Diploma -
05.1999
Skills
- Reliability
- Security Procedures Knowledge
- Personal Security
- Call Management
- Delivery Scheduling
- Medical Terminology Knowledge
- Microsoft Outlook
- Documentation
- Customer Service
- Product Knowledge
- Appointment Scheduling
- HIPPA
- Knowledge Of Medicare
- Ability To Learn
- Work Well Independently
- Attention To Detail
- Ability To Adapt
- Microsoft Office
- Ability To Prioritize
- Technical Aptitude
- Organizational Skills
- Writing
Accomplishments
Stepped up when GM was let go at G&G medical to make sure that the daily tasks of paperwork and scheduling out routes daily CSR work was one while, ensuring that no services were interrupted for our clients during the change of management while the COVID pandemic was happening
While working with Choice Hotels I did make the Million Dollar Club 3 or of 7 yrs working with them, Meaning I had to make a million dollars in one calender yr while maintain quality assurance of 90% or above with 200 seconds or less on a call
Also got to help the Superiors take calls for disgruntled guest and resolve issues as they came up
When not at work my favorite pass time is to spend time with my daughter , also run my 2 dogs.
I have 2 dogs that are my world, Sol is my Alaskan Maulute she is one of a kinda and sets me free she reminds me that just enjoy the day and everything is alright along with my Luna Bear she is just the most happiest little thing, She shows you that love is right there.
But my daughter has shown me what it is to be a good person and to never give up no matter what life throws your way, To show to her what hard work is and how to earn what you want in life since life is not fee, So go out and don't forget to show the world that you got this to never give up on your goals, dreams and future even if you get knocked down put on your armour and always get back up!!
Additional Information
I am hoping to find a job that will value my 20 yrs in the CSR world from call center to in person, I am a hard worker and love to work hard toward the company goals and exceptions of the core values they hold to learn something new everyday day also to apply it in my work life and everyday life.
I have sold over a million dollars in revenue in a calender yr at choice hotels 3 times in 7 yrs
I love to challenge myself to meet goals and when calls are evaluated I usually pass with a 95% if not I will do my best to learn my mistakes and improve to meet company exceptions
Contact
Fruita, CO 81521
Education
Overton, NV
Timeline
Security Guard Officer - Citadel Securities
01.2023 - Current
Customer Service Specialist - Highline Fast Internet
01.2023 - 03.2023
Liquor Store Associate - In The Middle Liquors
07.2022 - 09.2022
Care Assistant - Columbine Caregivers
02.2022 - 03.2023
Personal Care Assistant - Dennis Cherwinski
01.2022 - 06.2023
Logistics Team Member - Temco Logistics
01.2022 - 03.2022
Oxygen Technician - Lincare Home Oxygen And Respiratory Systems
12.2021 - 06.2022
Customer Service Specialist - Western Health Care Alliance
04.2021 - 11.2021
Customer Service Associate - G&G Medical Group
08.2018 - 04.2021
Customer Service Representative - Rocky Mountain Health Care Services
08.2014 - 10.2016
Customer Service /Sales Representative - Choice Hotels International
08.2004 - 08.2011
Moapa Valley High School - High School Diploma,
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