Zandra Deas
Saint Stephens
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
1
1
year of post-secondary education
21
21
years of professional experience
Work History
Customer Service Representative
Thompson Gas
Chatom
09.2024 - Current
- Assisted customers with inquiries about services and billing options.
- Processed customer orders and managed account updates.
- Handled customer complaints and provided effective solutions.
- Processed work orders in Salesforce
- Billed work orders in Cargas
- Worked in several other systems such as Nee-Vo, Otus and Talk Desk.
- Collaborated with team members to improve service efficiency.
- Maintained accurate records of customer interactions in the system.
- Educated customers on safety protocols and service offerings.
- Responded to emails and calls promptly, ensuring clear communication.
- Supported training of new staff on customer service procedures.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Provided exceptional customer service to ensure customer satisfaction.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Resolved customer complaints promptly and efficiently.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Led on- and off-site customer support teams across multiple time zones.
- Oversaw warranty counseling process to manage expense controls.
- Excelled in exceeding daily credit card application goals.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
Medical Assistant
Chatom Primary Care
Chatom
12.2008 - 09.2024
- Assisted with patient intake and verification processes for efficient appointment management.
- Prepared examination rooms and ensured necessary medical supplies were stocked.
- Conducted vital sign checks and documented patient information accurately in electronic records.
- Educated patients on medication usage and provided instructions for follow-up care.
- Supported physicians during examinations, ensuring a smooth workflow during appointments.
- Scheduled appointments and coordinated referrals to specialists as needed for patients.
- Maintained patient confidentiality while handling sensitive medical information daily.
- Communicated effectively with patients to address concerns and answer questions regarding treatments.
- Kept examination rooms clean, stocked with necessary supplies and prepared for incoming patients.
- Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
- Administered injections, medications and treatments as directed by the physician.
- Adhered to HIPAA regulations regarding safeguarding confidential patient information at all times.
- Measured vital signs and took medical histories to prepare patients for examination.
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
- Documented notes during patient visits.
- Answered phones, scheduled appointments and managed patient flow while greeting visitors in a professional manner.
- Maintained accurate medical records through filing, charting, transcription and data entry into electronic health record system.
- Scheduled appointments for patients via phone and in person.
- Collected samples from patients for laboratory testing purposes.
- Performed basic laboratory tests such as urinalysis and blood glucose levels under direct supervision of a physician or registered nurse.
- Conducted EKGs, spirometry testing, audiograms and other diagnostic tests as requested by the physician.
- Organized charts, documents and supplies to maintain team productivity.
- Registered new patients into practice management software program accurately entering demographic information.
- Participated in team meetings to improve workflows and contribute to improving patient population outcomes.
- Filed insurance claims forms in accordance with applicable regulations.
- Supported administrative staff by processing payments.
Medical Assistant
Jackson Medical Center
Jackson
06.2005 - 11.2008
- Assisted with patient intake and verification processes for efficient appointment management.
- Prepared examination rooms and ensured necessary medical supplies were stocked.
- Conducted vital sign checks and documented patient information accurately in electronic records.
- Educated patients on medication usage and provided instructions for follow-up care.
- Supported physicians during examinations, ensuring a smooth workflow during appointments.
- Maintained patient confidentiality while handling sensitive medical information daily.
- Scheduled appointments and coordinated referrals to specialists as needed for patients.
- Communicated effectively with patients to address concerns and answer questions regarding treatments.
- Kept examination rooms clean, stocked with necessary supplies and prepared for incoming patients.
- Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
Education
Remington College
Mobile, AL 06.2004 - 05.2005
Skills
- Customer relationship management
- Salesforce management
- Billing processing
- Order fulfillment
- Team collaboration
- Effective communication
- Problem solving
- Conflict resolution
- Workflow optimization
- Time management
- Attention to detail
- Customer engagement
- Call triaging
- Problem resolution
- Email management
- Refund management
- Active listening
- Positive and professional
- Customer relations
- Calendaring
- Appointment scheduling
- Coordination
- Calm demeanor
- Spreadsheets
- Credit adjustments
- Microsoft Excel
- High-energy attitude
- Account management
- Verbal and written communication
- Credit card payment processing
- Inbound and outbound calling
- Order processing
- Prioritization
- Account updating
- Strong teamwork
- Record preparation
- Payment processing
- Creative problem solving
- Promotional support
- Quality assurance controls
- Scheduling
- Professional telephone demeanor
- Call management
- Product knowledge
- Relationship building
- Adaptive team player
- Punctuality and reliability
- Tactful and diplomatic
- Customer education
- Problem-solving
Timeline
Customer Service Representative
Thompson Gas
09.2024 - Current
Medical Assistant
Chatom Primary Care
12.2008 - 09.2024
Medical Assistant
Jackson Medical Center
06.2005 - 11.2008
Remington College
06.2004 - 05.2005