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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Harvard St.Manchester, NH Street Address
PHONE NUMBER AVAILABLEEMAIL AVAILABLEOBJECTIVE:To effectively contribute my knowledge and skills, maximizing my potential and becoming a valuable asset to the success of an organization.EXPERIENCE:Moveras Remanufactured Transmission Salem, NH8/2020 - presentCustomer Service / Account ManagerAnswer inbound calls at a minimum of 60/70 calls per hour in a professional, courteous mannerHandle all inbound inquiries regarding orders as well as products we offerEducate callers with appropriate information, shipping details, tracking and ETAUse PC to enter required demographic information into databases Microsoft Dynamics AX, Fontality, Teams, PBXtraReview customers order for accuracy and place orders in AX in a timely mannerProcess order are received via Email / ChatPlace outbound calls with updatesResolve customer service issuesSpecialize in Spanish translations callsComplete a variety of additional administrative dutiesAlicare Medical Management Salem, NHCustomer Service RepresentativeJuly 2013 to 8/2020Answer inbound calls at a minimum of 10 calls per hour in a professional, courteous mannerHandle all inbound non-clinical calls and clinical lines consistently exceeding metric goalsEducate callers with appropriate informationUse PC to enter required demographic information into databases such as:Wisdom, Centramax, MTP website, Filemaker, Jiva and NCentaurus.Document calls/referrals and complete call trackingDirect calls to the appropriate resourceRefer clinical calls to Registered Nurses or othersResolve customer service issuesCreate various reportsSupervise clinical staff to maintain service level standards per policy and procedurePlace outbound calls for follow-up on pre-certification callsAssist Registered Nurses with answering overflow Triage callsSpecialize in Spanish translations callsPerform self-evaluation and participate in other CQI activities as requiredProvide team leadership, training, coaching and mentoringComplete a variety of additional administrative dutiesOn Call International Salem, NHOperations Supervisor 8/12/2007 to 7/8/2013Promoted from Assistant Coordinator to Senior Coordinator to Operations SupervisorHandled escalated calls and resolve problems requiring specific attentionDelivered team coaching and mentoringApproved reasonable costs associated with meeting service expectationsCoordinated shift activities to ensure a smooth transition including assignments and adjustmentsOversaw phone queue and service levels to ensure overall KPIs were metScheduled and organized personnel to ensure efficient in their Assistant Coordinator rolesMonitored and audited team member work production and call statsProvided monthly metrics feedbackCompleted timely completion of annual performance appraisals.Assisted employees in identifying personal developmental and training needs, and assessing available resourcesRehabilitation Equipment Associates Manchester, NHCustomer Service (Supplies) 8/26/2004 to 5/30/2007Scheduled repairs and replacement of defective itemsNotified customers when service was completedProcessed paymentsMaintained records of services in progressAssisted customers with product selection and purchaseRecognized and pursued upsell opportunitiesAnswered customers incoming calls, mail, in-person inquiries and directed customers to appropriate sales areaCreated monthly recurring work orders reportsPrinted delivery ticketsPrepared supplies to be shippedContacted insurance companies regarding benefits verification and referrals neededData EntryAssist with Spanish speaking customersDarthmouth Hitchcock Manchester, NHAppointment Secretary 8/2001 to 6/2004Performed secretarial duties, utilizing knowledge of computers as well as medical terminology and hospital clinic and laboratory proceduresAnswered telephone and scheduled appointmentsGreeted and directed visitorsMaintained FilesAssisted staff with Spanish speaking patientsEDUCATION:NH Technical School Manchester, NHIntroduction / General Computer 1999 (Certificate)Wilfred Academy Malden, MACosmetology 1985 (License)Everett High School Everett, MAGeneral Study 1984 (GED)CERTIFICATIONS:Healthcare CPR, First Aid, and AED 2012SKILLS:Bilingual (English / Spanish)Microsoft Suite, including ExcelMIR, MIQ, CMSHP 12CCase Management SoftwareREFERENCES:Available upon request |
