Wendy Fanelli
Parkland,FL
Summary
Lead Epic Certified Trainer/15 years Healthcare experience. Approachable Senior Customer Service Associate with 15 years of experience facilitating positive customer experiences in various settings. Helpful problem-solver with flexibility in stressful situations. Accessible supervisor coaching employees through complex administrative processes.
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. Skilled Data Entry Operator with 15 years of experience in data processing. Focused on maintaining high-quality data and improving performance standards. Prioritizes professionalism, organization and efficiency.
Overview
21
21
years of professional experience
Work History
Senior Customer Service Agent
Cleveland Clinic Florida
Fort Lauderdale, FL
05.2012 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Greeted customers and listened closely to problems described to determine solutions.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
CRM Customer Service Agent
Federal Express
Fort Lauderdale, FL
04.2012 - 05.2015
- Participated in 24/7 problem management support and resolution for CRM Software.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed customer service policies and procedures to meet and exceed industry service standards.
Charge Entry Coordinator
Holy Cross Hospital
Fort Lauderdale, FL
01.2003 - 01.2008
- Captured and entered professional charges.
- Verified insurance eligibility and information to update database.
- Answered questions and assisted providers and office staff.
- Worked with revenue cycle team to identify denial trends.
Education
Associate of Science - Nursing Managment
Nursing
Ft. Lauderdale, Florida02.2008
Skills
- Customer Complaint Management
- Customer Care
- Training and Development
- Customer Feedback
- Inter-Departmental Collaboration
- Customer Service and Assistance
- Operational Efficiency
- Staff Scheduling
Timeline
Senior Customer Service Agent
Cleveland Clinic Florida
05.2012 - Current
CRM Customer Service Agent
Federal Express
04.2012 - 05.2015
Charge Entry Coordinator
Holy Cross Hospital
01.2003 - 01.2008
Associate of Science - Nursing Managment
Nursing