Sheena Hatch
Waverly
Summary
Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
HealthPlanOne
Trumbull
08.2023 - 04.2025
- Receive inbound calls from consumers interested in purchasing Medicare insurance plans from various insurance carriers.
- Answer questions, and transfer them to the appropriate internal and external departments for consultation.
- Ability to navigate technology and phone systems
- Perform accurate and timely data entry
- Excellent communication and listening skills, with a positive attitude
- Detailed -oriented, motivated self-starter, with excellent time management, organization, and computer skills.
- Customer service orientation and ability to adapt/respond to different personalities
- Prolonged periods of sitting at a desk and working on a computer, typically in a cubicle environment (constant noise, fluorescent overhead lighting)
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided exceptional customer service to ensure customer satisfaction.
- Updated system with order specifics and customer details, preferences, and billing information.
- Answered customer inquiries via phone, email, and chat.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Medical Receptionist
Horizon Health Services
Ivor
08.2022 - 05.2023
- Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
- Streamlined appointment scheduling for improved patient flow and reduced wait times.
- Ensured accurate record-keeping by diligently updating patient information and verifying insurance coverage.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Organized essential medical documents, streamlining access to vital information for healthcare providers during appointments.
- Handled billing procedures accurately, ensuring prompt payment from both patients and insurance providers.
- Improved front office organization by implementing new filing systems and maintaining cleanliness in waiting areas.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Managed multi-line phone system and pleasantly greeted patients.
Customer Service Representative
Maximus Call Center
Richmond
02.2022 - 05.2022
- Streamlined call center processes for improved efficiency and reduced wait times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
Direct Support Professional
Dominion Youth Services
Richmond
01.2016 - 02.2022
- Enhanced quality of life for individuals with disabilities by providing compassionate and consistent direct support.
- Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.
- Maintained a safe and inclusive environment by addressing behavioral challenges with patience and understanding.
- Collaborated with interdisciplinary teams to develop comprehensive support strategies for each client's unique needs.
- Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
- Provided ongoing communication between clients, families, and other service providers to enhance overall care coordination efforts.
- Participated in ongoing training opportunities to stay current on best practices in disability support services.
- Improved client self-sufficiency through teaching essential skills such as meal preparation, housekeeping, and financial management.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
Picker
Amazon
Dinwiddie
10.2015 - 12.2015
- Enhanced order accuracy by diligently following pick sheets and double-checking items before packing.
- Expedited the picking process for faster order fulfillment using handheld scanners and inventory management software.
- Maintained a clean and organized warehouse, ensuring easy access to products for efficient picking.
- Improved overall team efficiency with clear communication and collaboration between colleagues in the warehouse.
- Kept accurate records of picked items to assist in inventory control and tracking.
- Developed strong relationships with coworkers through effective teamwork, contributing to a positive work environment that fostered high productivity levels.
Customer Service Representative
Virginia Diner
Wakefield
10.2014 - 12.2014
- Streamlined call center processes for improved efficiency and reduced wait times.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong customer relationships to encourage repeat business.
Nurse Aide
Personal Touch Home Health Care
Waverly
06.2006 - 06.2014
- Enhanced patient comfort by providing exceptional personal care and maintaining a clean living environment.
- Improved patient mobility by assisting with range-of-motion exercises, ambulation, and transfers.
- Assisted with daily living activities for patients, ensuring optimal independence and quality of life.
- Enhanced nutritional intake by preparing meals according to dietary restrictions and feeding patients who required assistance.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
- Documented vital signs to inform nurses and physicians of any changes in patient status.
- Assisted patients with mobility issues in areas such as beds, wheelchair usage, and automobile travel.
Education
Associate of Applied Science - Medical Assisting
Chester Career College
Chester, VA10.2008
Skills
- Fast Learner
- Appointment Scheduling
- Product Knowledge
- Data Entry
- Customer Service
- Insurance verification
- Record keeping
- Conflict resolution
- Communication skills
- Team collaboration
- Patient care
- Confidentiality adherence
- LiveChat messaging
- Call center procedures
- Customer needs assessments
- Calm and professional under pressure
- Calm demeanor
- Quality assurance
- Customer data confidentiality
- Phone etiquette
- Call Center Experience
Timeline
Customer Service Representative
HealthPlanOne
08.2023 - 04.2025
Medical Receptionist
Horizon Health Services
08.2022 - 05.2023
Customer Service Representative
Maximus Call Center
02.2022 - 05.2022
Direct Support Professional
Dominion Youth Services
01.2016 - 02.2022
Picker
Amazon
10.2015 - 12.2015
Customer Service Representative
Virginia Diner
10.2014 - 12.2014
Nurse Aide
Personal Touch Home Health Care
06.2006 - 06.2014
Associate of Applied Science - Medical Assisting
Chester Career College