Summary
Overview
Work History
Education
Skills
Objective
References
Timeline
Generic

Gwendolyn Pennington

Goochland

Summary

Dynamic Customer Satisfaction Specialist with a proven track record at Patient First, excelling in conflict management and medical billing. Recognized for achieving top performance metrics, I leverage technical troubleshooting skills and a commitment to exceptional service to resolve complex issues and enhance patient experiences.

Overview

18
18
years of professional experience

Work History

Customer Satisfaction Specialist

Patient First
Glen Allen
03.2023 - 09.2024
  • Proactively engaged with patients and insurance providers to resolve inquiries efficiently.
  • Supplied accurate documentation to insurance teams, expediting account resolution.
  • Addressed patient account requests with courtesy and attention to detail
  • Maintained up-to-date records to secure seamless customer interactions.
  • Collaborated with cross-functional teams to fix complex customer problems and escalations.
  • Utilized CRM software to track customer interactions, update account information, and document issue resolutions.
  • Conducted follow-up calls and email campaigns after solving an issue to verify complete resolution and gather feedback.
  • Recognized as a top performer within the department for consistently meeting and exceeding performance metrics.

Homeschool Teacher

Pennington House
Richmond
10.2020 - 03.2023
  • Due to the COVID-19 pandemic, I home-schooled my granddaughter.
  • Utilized a variety of teaching methods, materials, and resources to engage students in interactive and hands-on learning experiences.
  • Created and maintained a positive and nurturing learning environment that fostered student growth, creativity, and critical thinking skills.
  • Monitored student progress through regular assessments.
  • Raised students' reading and math scores by two grade levels.

Apple Advisor Tier II

KellyConnect
Remote
01.2018 - 10.2020
  • Corrected iOS device, billing, and Apple ID issues with precision and empathy
  • Handled escalated inquiries courteously, ensuring timely and effective resolutions
  • Adapted quickly to evolving policies and procedures
  • Mentored new agents in system use, issue resolution, and communication strategy
  • Demonstrated strong product knowledge to effectively troubleshoot and resolve customer issues
  • Maintained a high level of professionalism and empathy while addressing customer concerns
  • Managed a high volume of incoming calls and emails in a fast-paced environment
  • Consistently achieved a 95% average CSAT (Customer Satisfaction) score through effective problem-solving skills

Assistant Store Manager

American Wholesale
Richmond
10.2008 - 03.2018
  • Streamlined and improved office procedures to boost efficiency
  • Oversaw store operations, freight flow, and financial reconciliation to meet company standards
  • Expanded business reach through strategic Internet and social media engagement, increasing sales up to 20% monthly
  • Managed cash handling procedures, ensuring accuracy and compliance with company guidelines
  • Addressed customer complaints or concerns promptly and effectively to maintain high levels of customer satisfaction
  • Developed strong relationships with customers through exceptional service delivery and personalized assistance

Customer Service Representative

Capital One
Glen Allen
12.2006 - 09.2008
  • Executed pilot program and conducted promotion testing to evaluate effectiveness.
  • Recovered past-due customer accounts, resolving billing discrepancies efficiently.
  • Handled escalated calls with professionalism, achieving successful resolution outcomes.
  • Provided exceptional customer service by addressing inquiries and resolving issues promptly.
  • Managed high volume of incoming communications, consistently exceeding performance metrics.
  • Investigated complex customer complaints, implementing effective solutions based on root causes.
  • Maintained detailed records of customer interactions in CRM for reference and analysis.
  • Participated in training sessions to remain informed about product features and industry trends.

Education

Some College (No Degree) - Accounting

J Sargeant Reynolds CC
Richmond

Skills

  • Medical billing expertise
  • Call center skills
  • Effective escalation handling
  • Microsoft Office applications proficiency
  • HIPAA regulations knowledge
  • Customer service skills
  • Conflict management strategies
  • Technical troubleshooting capabilities
  • Medicare familiarity
  • Medical terminology understanding
  • Phone communication etiquette
  • Billing issue resolution

Objective

Motivated and detail-oriented customer service professional aiming to leverage over 15 years of experience in technical troubleshooting, client satisfaction, and administrative support in a flexible remote position. Eager to bring warm communication, workflow improvement, and creative problem-solving to a forward-thinking organization dedicated to excellence and ongoing growth.

References

References available upon request.

Timeline

Customer Satisfaction Specialist

Patient First
03.2023 - 09.2024

Homeschool Teacher

Pennington House
10.2020 - 03.2023

Apple Advisor Tier II

KellyConnect
01.2018 - 10.2020

Assistant Store Manager

American Wholesale
10.2008 - 03.2018

Customer Service Representative

Capital One
12.2006 - 09.2008

Some College (No Degree) - Accounting

J Sargeant Reynolds CC

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Gwendolyn Pennington