Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

WINIFRED HODGE

Mesa,AZ

Summary

Accomplished professional in the DME supplies field. Customer service oriented specialist, skilled with greeting patients, scheduling appointments and preparing request for patient documentation. I have the ability to analyze and resolve routine matter and detailed problems, work with interruptions and adapt to changing priorities as needed, and successfully accomplish tasks within stringent deadlines.

Overview

21
21
years of professional experience

Work History

Customer Service Representative/Fax Indexer

Preferred Homecare
06.2015 - 07.2024
  • Inbound/Outbound calls working cases from a queue in a production driven environment
  • Place orders for CPAP supplies help train to use the system
  • Assist patient in completing their order/and sending them for shipping
  • E-mailing request for authorization and verification
  • Heavy data entry
  • Inter notes in system for level of care and resolved/unresolved issues
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Managed timely and effective replacement of damaged or missing products.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Trained new personnel regarding company operations, policies and services.
  • Trained staff on operating procedures and company services.
  • Responded to customer requests for products, services, and company information.
  • Sought ways to improve processes and services provided.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Cross-trained and backed up other customer service managers.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promptly responded to inquiries and requests from prospective customers.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Implemented and developed customer service training processes.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Cross-trained and provided backup support for organizational leadership.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Led quarterly customer service meetings to review performance and set goals for improvement.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.

CPAP Supply Medicare Escalation Specialist

Apria Healthcare
10.2008 - 06.2015
  • Research patient's documentation to confirm Medicare compliance
  • Managed various general office duties
  • Answering multiple telephone lines
  • Insurance Verification
  • Provided patient education
  • Verify clinical notes confirm patient benefiting from the sleep therapy
  • Trained new staff on quality control procedures for Medicare Part B
  • Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
  • Reduced case resolution time by closely monitoring progress and following up with relevant parties as needed.
  • Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
  • Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
  • Maintained comprehensive records of all escalated cases, tracking trends and identifying areas for improvement.
  • Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
  • Learned and followed customer service policies and procedures to meet organizational and industry standards.
  • Provided feedback on product or service improvements to better meet customer needs and expectations.
  • Escalated customer issues to management for appropriate action to be taken.
  • Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
  • Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
  • Collaborated with other departments to meet customer needs and gained feedback to incorporate into sales strategy.
  • Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Investigated and resolved accounting, service and delivery concerns.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Contributed to a positive work environment by mentoring junior staff members on effective escalation management techniques.
  • Delivered exceptional service even during high-pressure situations, maintaining professionalism and composure at all times.
  • Supported company growth by assisting with the development of new processes to handle increased volume of escalations effectively.
  • Streamlined the escalation process by developing clear communication guidelines for team members and stakeholders.
  • Provided expert guidance to colleagues on resolving high-priority cases, sharing knowledge and expertise across the team.
  • Collaborated with cross-functional teams to identify root causes of escalated issues and implement long-term solutions.
  • Safeguarded customer data privacy through strict adherence to company protocols when working with sensitive information.
  • Championed a customer-centric approach within the escalation team, consistently advocating for clients'' best interests and satisfaction.
  • Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
  • Assisted in the implementation of new tools designed to improve case tracking and reporting capabilities within the escalation team.
  • Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.
  • Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
  • Built and maintained relationships with customers to increase sales, customer loyalty and positive word-of-mouth.
  • Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Maintained up-to-date knowledge of product and service changes.
  • Delivered prompt service to prioritize customer needs.
  • Sought ways to improve processes and services provided.
  • Trained staff on operating procedures and company services.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Educated customers about billing, payment processing and support policies and procedures.

Auditor for Equity Line of Credit (Home Loads)

World Savings
12.2003 - 08.2007
  • Audited financial services clients
  • Banks and asset management companies
  • Analyzed and reviewed cost reports
  • Communicated final results to suppliers

Education

Vista College -

Vista College
Berkeley, CA
01.1995

Chabot College -

Chabot College
Hayward, CA
01.1986

High School Diploma -

Berkeley High
Berkeley, CA
06.1983

Skills

  • Customer service
  • Client relations aptitude
  • New Hire Trainer
  • EOB
  • Medical clinical procedures
  • Efficient and reliable team player
  • Medicare Part A
  • Medicare Part B
  • Medicare Part C
  • Medicare Part D
  • Insurance Verification
  • Banking principles
  • Knowledge in HIPAA
  • Knowledge in OSHA
  • Audited financial
  • Billing Processing Protocols
  • DME Supplies
  • PC
  • Outlook
  • Excel
  • Word
  • Excellent interpersonal skills

References

Available Upon Request

Timeline

Customer Service Representative/Fax Indexer

Preferred Homecare
06.2015 - 07.2024

CPAP Supply Medicare Escalation Specialist

Apria Healthcare
10.2008 - 06.2015

Auditor for Equity Line of Credit (Home Loads)

World Savings
12.2003 - 08.2007

Vista College -

Vista College

Chabot College -

Chabot College

High School Diploma -

Berkeley High

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