Wendy Brookhouse
Royalton,IL
Summary
Tireless, well-organized Customer Advocate determined to resolve customer concerns to complete satisfaction. Balances company requirements against customer needs. Highly professional and courteous in all interactions. Knowledgeable and dedicated customer service professional with extensive experience in medical industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Upbeat and friendly Customer Advocate with 24 years of Retail and Medical experience. Talented multitasker with good prioritization, planning and conflict resolution skills. Flexible and attentive with passion for customer support.
Gifted in working with stressed, confused and upset individuals in need of benefits information. Effective at operating within business regulations and department guidelines to manage telephone calls, emails, letters and in-person requests for assistance.
Overview
11
11
years of professional experience
Work History
Customer Advocate
Health Care Service Corporation
Marion, IL
04.2018 - Current
- Researched and resolved account and service problems with friendly, knowledgeable support.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Listened to customers in actively to assess issues and provide accurate information.
- Accessed multiple databases to investigate customer questions and concerns.
- Contacted outside providers on behalf of customers to help solve problems.
- Served as point of contact for customers and worked to resolve claim and benefit issues.
Optician
Walmart
Marion, IL
01.2014 - 03.2018
- Calibrated seg heights, vertex and pupillary distance and pantoscopic tilt to customize eyeglass orders and create perfect fit.
- Filed claims with vision and medical insurance companies to garner payment for optical services.
- Suggested optional items such as lens coatings and lightweight lenses to improve patient experience with eyeglasses.
- Aided patients in selection of flattering eyeglass frames appropriate for prescription and style preferences.
- Instructed patients on proper insertion, removal and cleaning techniques for contact lenses.
- Set up attractive displays, shared current promotions and offered excellent customer service to increase satisfaction.
- Measured patients' faces for bridge, eye size and temple length to select comfortable frames.
- Contacted patients when eyeglasses or contact lenses arrived in store and used various to assist with final fitting.
- Operated lensometers to orient and mark uncut lenses for eyeglasses.
- Recorded optical measurements accurately and placed orders with eyeglass manufacturers.
- Educated patients on proper care and transportation of spectacles.
- Learned new catalog of items to present current options to patients.
- Maintained thorough records of customer information, prepared detailed work payments, processed insurance claims and collected balances from customers.
- Adjusted frames to fit patient faces by bending and shaping with hands, tools and heat.
- Adjusted and repaired new and previously purchased frames to satisfy customer demands.
- Managed check-in and check-out procedures, verified patient information and submitted lens orders.
- Discussed optimal lens, coating and frame recommendations with customers to meet individual needs.
- Educated clients about how to adapt to, wear and care for eyeglasses.
- Helped clients try on and select new frames and recommended lens options to meet specific needs.
- Applied sales and service expertise to promote contacts, glasses, sunglasses and accessories to office customers.
- Prepared work orders outlining all specifications for new lenses and frames.
- Completed field of vision, OCTs and pachymetry evaluations.
- Conducted initial patient tests such as pressure evaluations, acuity assessments and autorefraction evaluations.
- Evaluated completed lenses to check compliance with customer specifications and accuracy against orders.
- Assisted clients with selecting optimal frames to meet preferences, fit various facial structures and work with specified prescriptions.
- Completed detailed measurements of client faces to document details such as eye size and optical centers, vertex and pupillary distances and temple length
- Completed facial measurements such as temple length, bridge size and vertex distance.
Sales Associate
The Cellular Connection Verizon Wireless Retailer
Herrin, IL
06.2012 - 12.2014
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Provided positive first impressions to welcome existing, new and potential customers.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions regarding sizing, accessories and proper care for merchandise.
- Prepared merchandise for sales floor by pricing or tagging.
- Solved customer challenges by offering relevant products and services.
- Increased sales by offering advice on purchases and promoting additional products.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Trained and developed new hires in company processes, product knowledge, customer service and selling techniques.
- Maintained records related to sales, returns and inventory availability.
- Boosted sales by conferring with customers to evaluate purchase requirements and recommend best-fit company offerings.
Education
No Degree - Elementary Education
John A Logan College
Carterville, ILHigh School Diploma -
Marion High School
Marion IL05.1991
Skills
- Call Documentation
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
- Data Entry and Maintenance
- Productivity Standards
- Responding to Difficult Customers
- Inquiry Research
- Building Customer Trust and Loyalty
- Courteous with Strong Service Mindset
- Customer Data Confidentiality
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Issue and Complaint Resolution
- Excellent Attention to Detail
- Client Rapport-Building
- Contract Interpretation
- Proactive Self-Starter
- Policy and Procedure Adherence
- Team-Oriented and Cooperative
- Patient and Empathetic
- Determine Medical Necessity
- Call Volume and Quality Metrics
- Inbound and Outbound Calling
Timeline
Customer Advocate
Health Care Service Corporation
04.2018 - Current
Optician
Walmart
01.2014 - 03.2018
Sales Associate
The Cellular Connection Verizon Wireless Retailer
06.2012 - 12.2014
No Degree - Elementary Education
John A Logan College
High School Diploma -
Marion High School
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