Call Center Experience

Tammy Austin

Asheville, NC

Customer Service Representative with 40 years of call center experience. I'm always positive, energetic and driven to reach optimum call center metrix stats, while building immediate, positive customer rapport (both internal and external).

Authorized to work in the US for any employer

Work Experience

Patient Experience Specialist II

Conduent Business Services, LLC (Formerly Xerox) - Remote August 2022 to Present

• Field incoming calls from both providers and patients.

• Practice a one and done call solution method, no matter what it takes.

• Listen to patients' questions and provide answers and assistance wherever required.

• Assist patients and providers with the application process.

• Calm escalated callers.

• Meet or exceed required metrix statistics.

• Follow all scripts for all scenarios.

• Leave caller with no questions.

• Use active listening techniques, while exhibiting empathy.

• Multitask using many different programs, including but not limited to Microsoft Office, to complete tasks.

Program Specialist

Aerotek/Lab Corp - Raleigh, NC

October 2021 to March 2022

• Serve as customer's primary point of contact to facilitate operational and reimbursement support.

• Perform benefit investigations.

• Work with medical insurance companies to determine if patients are eligible for their treatment.

• Handle mail, track communications and raise issues based on established procedures.

• Request products and track shipments with our partner distributors.

• Educate patients on their available products and options for insurance.

• Thrive personally and professionally as a Program Specialist.

• Make a direct impact on the lives of patients.

Patient Experience Specialist

Aerotek - TrialCard - Cary, NC

November 2020 to June 2021

• Field inbound calls from patients, pharmacists, physicians, and sales representatives regarding discount prescription cards utilizing various computer applications while adhering to HIPPA laws and call center metrics.

• Provide insight into more affordable medication options specific to each patient's Trial Card.

• Perform card activations and troubleshoot the application of the card at the pharmacy when problems arise.

• Assist callers with on-line portal navigation

• Actively listen to callers, express empathy, and de-escalate when necessary.

• Report Adverse Events according to FDA guidelines and document all calls in database.

• Document all transactions in company database

Server/Waiter

Captain Stanley's Seafood Restaurant - Raleigh, NC January 2020 to March 2020

• Greet and familiarize table with menu and daily specials.

• Suggest upsell.

• Enter order into computer to be transmitted to kitchen.

• Delivery food and follow up to ensure meal is satisfactory.

• Prepare check and collect payment.

• Help prepare food occasionally.

• Perform general cleaning duties.

Benefits Associate II

Conduent/Lockheed - Cary, NC

October 2017 to November 2019

• Field Health and Welfare Benefits inquiries for client Lockheed Martin including Medical, Dental, Vision, Prescription, Life Insurance, Accidental Insurance, COBRA, short and long term disability, flexible spending accounts, and retirement inquiries.

• Perform enrollments and changes to benefit elections.

• Provide cost of associated premiums for both active and retired employees.

• Liaison with internal departments as well as providers.

• Handle escalations according to established procedures.

• Maintain call center schedule and service adherence requirement.

• Employ active Listening and express empathy.

• Document all calls in company database.

Server

Cleveland Draft House - Garner, NC

November 2015 to August 2017

• Greet and familiarize table with menu and daily specials.

• Suggest upsell.

• Enter order into computer to be transmitted to kitchen.

• Delivery food and follow up to ensure meal is satisfactory.

• Prepare check and collect payment.

• Help prepare food occasionally.

• Perform general cleaning duties.

Cashier

Speedway LLC - Garner, NC

May 2013 to September 2015

• Operate register.

• Greet customers.

• Assist customers with locating items.

• Complete shift paperwork.

• Stock shelves and cooler.

• Maintain clean, organized store.

• Balance register and complete safe drops.

• Assist with lottery purchases and redemptions.

Supervisor/Scheduler

April's Cleaning Service - Apex, NC

April 2005 to February 2012

• Field phone inquiries about cleaning service.

• Explain pricing for cleaning service.

• Schedule appointment to visit and evaluate the home.

• Schedule appointment for cleaning.

• Follow up after cleaning for feedback.

• Suggest discounts for referrals.

• Process daily payments and prepare bank deposit.

• Order employee uniforms.

Education

Certificate of Completion in Office Systems

Edgecombe Community College - Rocky Mount, NC

June 2005 to November 2005

High School Diploma

Garner High School - Garner, NC

September 1983 to June 1985

Skills

• Active Listening-10+ years

Oral and written communication-10+ years

Microsoft Office-10+ years

Multi-line phone systems-10+ years

Guest Services-10+ years

Upselling-10+ years

Residential Cleaning-10+ years

10 key calculator-10+ years

Cashiering-10+ years

Health information management-10+ years

Data entry-10+ years

10 key calculator-10+ years

Multi-line phone systems-10+ years

Residential Cleaning-10+ years

Residential Cleaning-10+ years

Customer service-10+ years

Call center-10+ years

Help desk-5 years

Patient service-10+ years

HIPAA-10+ years

Typing-10+ years

Dispatching-10+ years

Logistics-10+ years

Serving-10+ years

Food service-10+ years

Facilities Maintenance-10+ years

Medical scheduling-10+ years

Keyword research-10+ years

Problem management-10+ years

Medicare-10+ years

IVR-10+ years

Clerical experience-10+ years

Empathy-10+ years

Phone etiquette-10+ years

Debits & credits-10+ years

Time management-10+ years

Time & attendance systems-10+ years

Intake-10+ years

Customer retention-10+ years

Search Engine Optimization (SEO)-10+ years

Microsoft Windows-10+ years

Documentation review-5 years

Proofreading-10+ years

Conflict management-10+ years

Live chat

Customer support-10+ years

SharePoint-10+ years

Smartsheet

Information security

Analytics

Computer networking

Project management

Technical support-10+ years

English-10+ years

Medical terminology-10+ years

Computer literacy-10+ years

Microsoft Word-10+ years

Medical terminology-10+ years

Microsoft Excel-10+ years

Medical records

Supervising experience-10+ years

Filing-10+ years (10+ years)

• ICD-10

• Documentation review

• Time management

• Conflict management

• Process improvement

• Order Entry

• Databases

• Communication skills

• Customer service

• Computer literacy

• Computer skills

• Organizational skills

• English

• Analysis skills

• Leadership

• Mac OS

• Financial services

• Microsoft Word

• Data collection

• Compounding medications

• Windows

• Data entry

• Restaurant experience

• Medical terminology

• Medical office experience

• Microsoft Office

• Hospitality

• Call center

• Dispatching (10+ years)

Certifications and Licenses

Food Handler Certification

Assessments

Work motivation — Proficient

August 2021

Level of motivation and discipline applied toward work Full results: Proficient

Inside sales — Proficient

July 2021

Understanding and responding appropriately in sales scenarios, and performing common sales calculations

Full results: Proficient

Protecting patient privacy — Proficient

December 2021

Understanding privacy rules and regulations associated with patient records Full results: Proficient

Customer service — Proficient

April 2021

Identifying and resolving common customer issues

Full results: Proficient

Attention to detail — Proficient

March 2022

Identifying differences in materials, following instructions, and detecting details among distracting information

Full results: Proficient

Verbal communication — Proficient

March 2022

Speaking clearly, correctly, and concisely

Full results: Proficient

Written communication — Proficient

July 2021

Best practices for writing, including grammar, style, clarity, and brevity Full results: Proficient

Call center customer service — Proficient

June 2021

Demonstrating customer service skills in a call center setting Full results: Proficient

HR: Compensation & benefits — Proficient

September 2022

Knowledge of compensation and benefits programs

Full results: Proficient

Data entry: Attention to detail — Proficient

April 2022

Maintaining data integrity by detecting errors

Full results: Proficient

Basic computer skills — Proficient

March 2022

Performing basic computer operations and troubleshooting common problems Full results: Proficient

Work style: Reliability — Proficient

March 2022

Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient

Administrative assistant/receptionist — Proficient July 2021

Using basic scheduling and organizational skills in an office setting Full results: Proficient

Customer service — Proficient

March 2022

Identifying and resolving common customer issues

Full results: Proficient

Customer focus & orientation — Proficient

May 2021

Responding to customer situations with sensitivity Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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