Heather Watson
Glendale
Summary
Intermediate Customer Service Representative with 10+ years of experience delivering outstanding service and resolving customer issues. Quality-oriented professional recognized by peers for my effective problem-solving and empathy skills. Looking to apply my experience with Customer Service, Administration and Office Support at your company.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
National Construction Rentals
2023.02 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Prepare bid from customer call.
- Calculate and write order.
- Schedule order and follow-up with customer upon completion.
- Use resources provided by the company to identify new customers and/or job opportunities.
Senior Transaction Coordinator
Opendoor
2021.08 - 2022.11
- Managed all communications with title and escrow partners for individual transactions
- Audited,managed, and retrieved all documents required for each transaction to ensure accuracy
- Managed both seller and partner needs; protect timelines for fast-moving transactions
- Frequently adapted and expanded duties, processes, and responsibilities as the role developed.
- Worked with customers to understand needs and provide excellent service
- Performed routine closings, maintained clean, accurate and accessible records and kept close eye on transaction updates throughout each quarter.
- Coordinate inspections on behalf of seller.
Customer Experience Representative
Banner Health
2021.03 - 2021.08
- Registration / check in and check out
- Data entry
- Answer phones / take messages
- Request medical records and other correspondence on behalf of provider
- Document correspondence for providers
- Scheduling, reschedule, cancel and confirm appointments
- Obtain authorizations, precertification's, and/ or referrals
- Work with billing dept to ensure accurate coding for visit
- Collect patient liability
- Educate patients on different payment options
- Verified any changes or data updates to patient records and checked insurance information at each appointment
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
Customer Service Advocate
Cigna
2019.03 - 2021.05
- Providing customer service for international claims and reimbursement of medical expenses for the unit’s dedicated contracts
- Taking ownership of difficult or high-value files
- Responding via most efficient channel (e.g., phone, e-mail, letter, etc.)
- Following up on individual workload and taking appropriate action when agreed targets are not met
- Provide white glove customer service
- investigate medical claims to ensure proper protocol was used.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Use of Microsoft Office and proprietary IT applications
- Skilled decision-making: takes right action on allocated files based on the information available.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Claims Processor
United Claims Solutions
2018.01 - 2018.12
- Managed insurance claims for doctors and patients
- Determined if claim submission was completed correctly, verify data and enter into system for adjudication
- Worked directly with beneficiaries to resolve any errors and answer any questions regarding eligibility status
- Reviewed payment history to determine final payment amount, if any
- Research and process claims according to processing guidelines and benefits for accuracy and timely daily report deadlines
- Scanned documents and saved in database to keep records of essential organizational information
- Accurately handled data entry for 20 clients into company-based software
- Utilized specialized software to process incoming claims, enter data and generate reports.
- Complied with regulations and guidelines related to claims processing to maintain quality and adherence to standards.
Receptionist
Bella Fresh
2018.01 - 2018.02
- Enter data for client profiles and orders
- Assist administrative team with various tasks such as sorting incoming mail and company paperwork
- Order entry
- Maintained energy and enthusiasm in fast-paced environment
- Managed multiple tasks and met time-sensitive deadlines
- Answered central telephone system and directed calls accordingly
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Provided clerical support to company employees by copying, faxing and filing documents
- Answered large volume of incoming calls daily to resolve customer issues and schedule orders
- Corresponded with clients through email, telephone or postal mail
- Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives
- Scheduled office meetings, client orders and company events.
- Prepared and mailed invoices to customers, processed payments and documented account updates.
Crew Trainer
Taco Bell Restaurant
2016.06 - 2017.12
- Completed opening and closing procedures by disarming alarms and turning electronic systems on or off
- Counted money in cash drawers at beginning of shifts to verify correct amounts and sufficient available change
- Operated POS system to complete cash, credit and check transactions
- Created positive atmosphere by greeting customers, answering questions and directing customers to new menu items
- Trained other employees in customer service, food safety, and performance requirements.
- Set positive example for team members by providing high-quality, efficient service.
Cashier Supervisor
Burlington Coat Factory
2014.09 - 2016.01
- Direct and supervised employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers
- Formulate pricing policies for merchandise, according to profitably requirements
- Monitor sales activates to ensure that customers receive satisfactory service and quality goods
- Trained and coached cashier team members on checkout procedures and strategies to maximize customer satisfaction
- Modeled outstanding customer service and held cashier team accountable for consistently delivering expert support
- Observed associate flow and identified areas for mentoring and retraining, as well as highlighted associates exceeding expectations
- Built positive relationships with customers to increase repeat business
- Quickly and accurately counted drawers at start and end of each shift
Hostess
Yard House
2013.04 - 2014.05
- Planned and executed up to 20 guest parties by organizing menus, spaces and special requests
- Took reservations and to-go orders by phone, answered customer questions and informed of accurate wait times
- Assigned patrons to tables suitable for needs and restaurant section rotation
- Documented reservations, alerted servers and managers of large groups and prepared seating
- Used cash registers and credit card machines to cash out customers
- Informed servers of newly seated parties for speedy service
- Cultivated positive guest relations by managing information and orchestrating speedy seating
Education
GED -
Murrieta Valley Adult
Murrieta, CA2016
Skills
- Problem Anticipation and Resolution
- Active Listening
- Proactive and Focused
- Adaptable to Changing Conditions
- Proficient with Windows Excel, Word, office 365, G suite
- Customer Satisfaction
- Efficient
- Time Management
- Organizational Skills
- Communication
- Detail Oriented
- Call Center Operations
- Policy and Procedure Adherence
Timeline
Customer Service Representative
National Construction Rentals
2023.02 - Current
Senior Transaction Coordinator
Opendoor
2021.08 - 2022.11
Customer Experience Representative
Banner Health
2021.03 - 2021.08
Customer Service Advocate
Cigna
2019.03 - 2021.05
Claims Processor
United Claims Solutions
2018.01 - 2018.12
Receptionist
Bella Fresh
2018.01 - 2018.02
Crew Trainer
Taco Bell Restaurant
2016.06 - 2017.12
Cashier Supervisor
Burlington Coat Factory
2014.09 - 2016.01
Hostess
Yard House
2013.04 - 2014.05
GED -
Murrieta Valley Adult
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