Walson Dolceus
Lehigh Acres,FL
Summary
Dynamic healthcare customer service professional with a proven track record at Advantmed, adept at ensuring HIPAA compliance and enhancing patient satisfaction. Recognized for empathetic problem-solving and increasing first-call resolution rates. Skilled in CRM and committed to fostering strong client relationships through effective communication and professionalism.
Overview
9
9
years of professional experience
Work History
Healthcare Customer Service Representative
Advantmed
02.2024 - 02.2025
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
Customer Support Specialist
Anthology
10.2021 - 03.2023
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Customer Service Representative
Atlas
02.2016 - 03.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma -
A Beka Academy
PO Box 17600 Pensacola, FL 3252201-2016
Skills
- HIPAA compliance
- Insurance verification
- Empathy and patience
- Problem-solving
- Team leadership
- Payment processing
- Computer skills
- MS office
- Customer relationship management (CRM)
Languages
French
Full Professional
English
Full Professional
Timeline
Healthcare Customer Service Representative
Advantmed
02.2024 - 02.2025
Customer Support Specialist
Anthology
10.2021 - 03.2023
Customer Service Representative
Atlas
02.2016 - 03.2020
High School Diploma -
A Beka Academy
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