Zhane Burleson
Alamogordo,NM
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Chime Solutions, Kaiser Permanente
07.2020 - Current
- MidAtlantic Region
- Answer and maintain a high volume of incoming calls efficiently and accurately
- Scheduling appointments per member’s request
- Trained and promoted to take “Specialty” calls for specialty department
- Knowledge of Protected Health Information (PHI) and HIPPA
- Laws
- Utilize multiple computer applications to access sensitive health information and process data for members
- Engaging in active listening with callers, confirming or clarifying information and diffusing angry members as needed
- Understanding and exceeded call center metrics monthly, while providing excellent and consistent customer service
- Participating in various training and other learning opportunities to expand knowledge of company and position
- Promoted to coaching new trainees to ensure full understanding and knowledge of material currently learned
- Monitoring agents and providing feedback on each call, developing agents to ensure they are following procedures and guidelines, answering questions and guiding agents to ensure that the patients’ needs are fulfilled
- Utilize Medical systems: EPIC scheduling application, WDE phone system, Microsoft Teams, ASPECT schedule application
- Team Lead assistant, assisting with agents’ questions and concerns, communicate with workforce regarding attendance, communicate concerns with Operations Manager
Cashier
Nancy’s Chicago Pizza
04.2018 - 06.2020
- Work towards professional development -Move into new career path, Performed basic math functions and operated POS for cash, check and credit card transactions with 100% accuracy
- Minimized long register queues by completing sales transactions quickly
- Ensured tidy working areas throughout shift
Head Server/Cashier
Baskin-Robbins
10.2017 - 02.2018
- Balanced a cash drawer at the beginning and end of each shift
- Prepared and served deserts and food to customers in an efficient manner
- Greeted customers, developed extensive customer relations, processed, and delivered orders.
Education
Diploma -
Inderkum High School
Skills
- Excellent interpersonal
- Communicating clearly and effectively
- Ability to multitask between systems
- Customer Service
- Proficient in Microsoft
- Office Suite
- Strong Organizational Skills
- Ability to handle pressure
- Typing Proficiency
- Active Listening
- Documentation
- Professional Telephone Demeanor
Timeline
Customer Service Representative
Chime Solutions, Kaiser Permanente
07.2020 - Current
Cashier
Nancy’s Chicago Pizza
04.2018 - 06.2020
Head Server/Cashier
Baskin-Robbins
10.2017 - 02.2018
Diploma -
Inderkum High School
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