CONTACT CENTER SPECIALIST Summary Accomplished dedicated Customer Service Administrative professional 10 years' experience non-profit, finance healthcare fields. Proven track record building rapport establishing lasting relationships clients patients. Reliable, trustworthy driven, strong time management organizational abilities. Highlights Healthcare Finance Policy/account changes Service-oriented Empathetic listener Energetic work attitude Client relations development Proactive problem solver Accomplishments Attained Top Performer GW Medical Faculty Associates status many times areas call volume, attendance punctuality, call answering time personal accommodations patients clients. ​ Exceeded National Automobile Dealers Association incoming rollover goals increasing company's assets rollovers 55%. Experience 12/2015 12/2016 Contact Center Specialist Company Name － City State Provided stellar customer service aspects scheduling, including making, canceling, rescheduling appointments based appointment guidelines department. Answered high-volume patient provider calls (average 90 160 calls daily) proficient exemplary manner. Processed requests submitted clinical staff team members applicable systems. Reviewed chart documents thoroughly accurately determine needs patients. Managed calls organized manner, including trouble shooting issues actively problem solving. Successfully tested implementation guided scheduling Department Medicine Specialties. Assisted management various projects assigned. 05/2011 11/2013 Plan Information Call Center Manager Company Name － City State Managed day-to-day operations Call Center including training staff, management daily tasks special projects department scheduling. Promoted client retention exemplary customer service skills including onboarding new conversion clients well serving point contact existing clients. Supported provided superior service high volume call center via phones, e-mails faxes receiver caller; vectoring incoming calls receive sensitive complicated client issues. Provided telephone web-based client training plan administrators new policies, procedures, regulations. Assisted Plan Information Senior Specialists difficult phone call inquiries; responsible training new Plan Information Senior Specialists. Proactively managed incoming rollovers NADART first lead successful acquisition assets. Other positions held within association: Senior Plan Information Specialist Compliance Analyst 11/2006 05/2011 Plan Administration Specialist Company Name － City State Administered aspects NADART plans including preparing, verifying posting employee employer contributions, earnings fees. Communicated effectively Plan Administrators train daily processing activities. Assist inquiries Plan Administrators phone respond written correspondence. Processed account reversals, commonly controlled transfers, affiliated transfers evaluate process rehired employees. Provided administrative support assistance, i.e. letters, reports, mailings, copies, proofreading, etc. Used comprehensive understanding company policies, procedures, operations order perform variety administrative duties. Education September 2017 A.S. Degree Business Administration Southern New Hampshire University Business Administration National Honor Society/Leadership Success, Sigma Alpha Pi April 2017 Currently working toward Career Certificate Medical Terminology Penn Foster Career School Skills 10 key calculator, administrative duties, administrative support, Call Center, conversion, clients, customer service skills, documentation, faxes, letters, Medical Terminology, MS Office Suite, Word, Excel, PowerPoint, Outlook, multi-line telephone phone System, problem solving, proofreading, scanners, scheduling, trouble shooting, vectoring, web browsing, Xerox copiers