Yolonda Thues
Phoenix
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Skilled in active listening, problem-solving, and fostering positive customer relationships. Strong communicator with a passion for delivering outstanding service and exceeding expectations.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Goettl Air Conditioning And Plumbing Phoenix
06.2023 - 05.2024
- Answered inbound calls from Existing/New customers
- Responded to all customer inquiries in a timely manner, providing accurate information and creating a positive customer experience.
- Scheduled/Rescheduled service appointments for HVAC/Plumbing
- Setup Accounts/Contracts with new customers
- Updated account information to maintain customer records.
Front Office Receptionist
Men's Vitality Center
08.2020 - 06.2023
- Greeting incoming visitors and patients professionally and provided friendly, knowledgeable assistance. Interacted with customers by phone, email, or in-person.
- Scheduled and confirmed appointments daily.
- Perform insurance verifications.
- Create new patient packets and charts.
- Collect co-pays and inquire on previous balances.
Front Office Coordinator
Tempe Family Practice
03.2019 - 07.2020
- Greet patients and visitors in a courteous and friendly manner.
- Managed high call volumes effectively, addressing patient inquiries and resolving issues promptly.
- Scheduled and confirmed appointments daily.
- Improved patient relations by proactively addressing concerns or complaints with professionalism and empathy.
- Supported administrative tasks such as filing, data entry, and document management to maintain an organized office environment.
- Handled financial transactions responsibly, collecting copayments and processing payments with attention to detail.
Intake Coordinator
My Dr Now
01.2018 - 03.2019
- Provided excellent customer service to patients, family members, and healthcare providers during the intake process.
- Maintained strict confidentiality of patient information, adhering to HIPAA guidelines and company policies.
- Verified all patient insurance and demographic details.
- Completed intake assessment forms and filed clients' charts.
- Provided Lab results and Referral information.
Quality Assurance Manager
Alpha Connect
12.2013 - 12.2017
- Conducted regular audits to ensure adherence to established protocols, maintaining consistency across the organization.
- Trained team members on quality assurance principles, fostering a culture of accountability and high performance.
- Coached and provided feedback to agents based on their QA results.
- Facilitated communication between departments regarding quality concerns, fostering collaboration towards shared goals.
- Enhanced product quality by implementing comprehensive QA processes and procedures.
Education
Computer Science -
Maricopa Community Colleges - Rio Salado Community College
Tempe, AZ06.1992
GED -
South Mountain High School
Phoenix, AZ05.1992
Skills
- Demonstrate organizational skills, including ability to manage multiple task and meet deadlines
- Possesses incredible leadership and adaptability qualities
- Able to work in a high volume/fast paced environment
- Proficient in Microsoft Office Software
- Strong knowledge of EMR/EHR and Clinical guidelines
- Experienced in Appointment Scheduling
Timeline
Customer Service Representative
Goettl Air Conditioning And Plumbing Phoenix
06.2023 - 05.2024
Front Office Receptionist
Men's Vitality Center
08.2020 - 06.2023
Front Office Coordinator
Tempe Family Practice
03.2019 - 07.2020
Intake Coordinator
My Dr Now
01.2018 - 03.2019
Quality Assurance Manager
Alpha Connect
12.2013 - 12.2017
Computer Science -
Maricopa Community Colleges - Rio Salado Community College
GED -
South Mountain High School
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