| Candidate Information | | Title | Customer Service Client Support | | Target Location | US-FL-Fort Lauderdale |
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Click here or scroll down to respond to this candidateS U M M A R YDetail-oriented customer service professional with 8 years of experience in delivering exceptional client support and fostering strong relationships. Proven communicator skilled at resolving complex issues and enhancing client satisfaction. Skilled at training and coaching team members to achieve service excellence while consistently exceeding performance metrics in a positive work environment.W O R K E X P E R I E N C EClient Success, Team Lead Jan 2022 Sept 2024Scion Lab Services (Davie, FL)Resolved routine customer inquiries related to products and services through inbound and outbound calls, as well as online communication as necessary.Documented customer interactions in the CRM system, ensuring accurate records and facilitating follow-up actions as needed.Maintained and updated patient records in the electronic health record (EHR) system, ensuring compliance with HIPAA regulations and data accuracy.Prompt-managed escalations for complex issues by coordinating with relevant departments, ensuring timely resolution, and maintaining customer trust.Dispatcher March 2022 Sept 2023DCS Delivery (Pompano Beach, FL)Managed incoming calls and inquiries from couriers and clients, providing timely and accurate information regarding service requests, route assistance, and scheduling.Utilized dispatch software to track service requests and monitor courier routes, ensuring adherence to service level agreements between clients and reading turnaround times.Collaborated with management to develop and refine customer service policies and procedures, promoting consistency and efficiency across the team.Point of contact for high-priority clients to improve retention rates.Admissions Representative Sept 2021 - Jan 2022FHE Health (Deerfield Beach, FL)Monitored and responded to inbound client calls during after-hours, ensuring prompt and effective communication.Conducted scheduled outbound calls for clients requesting follow-up, accommodating time zones such as the West Coast.Answered inquiries from hospitals, families, and patients, coordinating appointments and providing comprehensive orientation materials, presentations, tours, and closing information.Utilized KIPU software for documentation and client management, ensuring accurate and up-to-date records.Utilized CRM tools to track interactions and monitor trends in inquiries, identifying opportunities for process improvements and enhanced client service.Customer Service Representative Dec 2018 Nov 2021Integrated Regional Laboratories (Fort Lauderdale, FL)Provided exceptional customer service support via phone, email, and chat to patients and their families, addressing inquiries related to appointments, billing, and healthcare services.Collaborated with medical staff and departments to obtain accurate information for patients, facilitating seamless communication regarding treatments, test results, and referrals.Utilized electronic health record systems to update patient information, schedule appointments, and process requests, ensuring data accuracy and confidentiality.Achieved and consistently exceeded key performance metrics, including call resolution time and patient satisfaction scores, contributing to the overall success of the customer service team.Coordinated specimen shipping and receiving with affiliated hospitals and FedEx, ensuring smooth and timely delivery.Customer Service Support Rep Aug 2016 - Dec 2018LabCorp (Hollywood, FL)Resolved routine customer inquiries related to products and services through inbound and outbound calls, as well as online communication as necessary.Documented customer interactions in the CRM system, ensuring accurate records and facilitating follow-up actions as needed.Maintained and updated patient records in the electronic health record (EHR) system, ensuring compliance with HIPAA regulations and data accuracy.Prompt-managed escalations for complex issues by coordinating with relevant departments, ensuring timely resolution, and maintaining customer trust.E D U C A T I O N & C E R T I F I C A T I O N SAssociates Degree in Health Science In ProgressKeiser University (Fort Lauderdale, FL)Diploma 2011Stranahan High School (Fort Lauderdale, FL)CPR/AED EXP: Feb 2026S K I L L SData Entry and Documentation Safety and Regulatory Compliance Quality Assurance Microsoft Office Logistics Industry Software Management Customer/Client Services Reporting Advanced Administrative Assistance Excellent Communication Retail Verbal/Written Communication Time Management Problem Solving Behavioral Health Laboratory Sciences Training and Coaching |
