| Candidate Information | | Title | Customer Service Home Care | | Target Location | US-MD-Reisterstown |
| | 20,000+ Fresh Resumes Monthly | |
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Click here or scroll down to respond to this candidateCustomer Service Telecommunications Information TechnologyResults-oriented professional with over 15 years of telecommunications and customer service experience that includes engaging with a diverse audience, responding to a wide-range of inquiries, adhering to policy and procedures, resolving issues, and providing technical assistance. Ability to work independently, or as a part of a highly functional team.Summary of QualificationsProficient in Microsoft Office Programs (Word, Excel, PowerPoint, Outlook, Teams, SharePoint), Windows XP, computer hardware and software applications, and troubleshooting, EPIC, BrightTreeExcellent communication and team-building skillsExpertise in resolving escalated customer service issuesDetail-oriented, flexible, and reliableActively pursing IT certificationsProfessional ExperienceOne Home Care Resolution May 2023 May 2024Humana, Supervisor of Customer Resolution Team (Remote, Full-time)Organized data from a group of team members to construct charts and data for improvement of service provided to customersProvided data of the operations and daily expectations to complete daily tasks for the customer service teamCommunicated via Teams or email effectively to maintain workflow and dialog of team productivity and effectivenessManaged work loads and arranged deliveries for escalated or care harming inquiries to ensure the order was completed correctlyJohns Hopkins Hospital June 2019 May 2023Home Care Group, Home Care Liaison/Dispatcher (Full-time)Engaged with patients to order medical equipment, also obtain important medical information and data to enter into the systemVerified insurance coverageMade routine calls to patients to gather information, scheduled all deliveries, and ensured equipment was properly delivered and set-upResponded to customer complaints and inquiries, analyzed problems, devised and recommended solutions to resolve discrepancies and communicated lessons learned to senior leadership Identified important factors contributing to the problemEffectively communicated to patients, insurance providers, and supervisors on a daily basis, wrote job aids, and other training materials and reportsUsed various automation tools/databases/systems such as EPIC and BrightTree to review patients medical records, enter medical information, dispatch orders and create accounts and much moreServed as dispatcher responsible for using automated system to plan routes for drivers, and establish patient accounts, made phone calls to verify order and delivery date and timeVitel Communication May 2011 2018Independent Contractor and Operations Manager (Full-time)Hired and contracted technicians to install communication services to residential and commercial clientsManaged the day-to-day operations to ensure 100% satisfaction and accomplishment of monthly metrics and goalsPlanned and organized teams work by proactively assigning routes to ensure less drive time and a higher completion rateEffectively communicated to stakeholders, explained processes and educated clients on products and technologyResponded to customer complaints and inquiries, analyzed problems, devised and recommended solutions to resolve discrepancies and communicated lessons learned to the supervisor; identified important factors contributing to the problemReviewed, applied, and interpreted internal policies, job aides and equipment instructions to deliver adequate service, set-up, and troubleshoot equipmentServed as the dispatcher which required the use of automation systems and tools to dispatch jobs to technicians; monitored and trained technicians; and continuously evaluated and tracked teams performanceComcast Cable March 2008 2011Communication TechnicianEffectively installed cable service into homes throughout MarylandTroubleshoot problems and resolved technical issues with systems, equipment, and customer concernsUsed effective communication to ensure 100% customer satisfaction |
