Sherry Flowers
Hickory
Summary
Adept at navigating complex customer needs, I enhanced satisfaction rates at Legacy Oral Facial Surgery through expert problem-solving and empathetic communication. My proficiency in data management and unwavering professionalism under pressure led to significant improvements in service delivery, showcasing my ability to thrive in dynamic environments.
Overview
18
18
years of professional experience
Work History
Call Center Representative
Legacy Oral Facial Surgery
09.2021 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
Medical Assistant and Phlebotomist
Catawba Valley Medical Center
08.2017 - 09.2021
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
IV Infusion Technician
Piedmont Rheumatology
10.2006 - 09.2021
- Prepared and administered infusion treatments to enhance patient recovery and comfort.
- Monitored patient vitals and infusion reactions for safe and effective treatment delivery.
- Collaborated with healthcare team to ensure accurate medication dosages and protocols.
- Improved patient outcomes by educating them on post-infusion care and symptoms to watch for.
- Maintained sterile environment during infusion procedures, safeguarding against infection.
- Documented patient progress and infusion details to ensure up-to-date medical records.
- Addressed patient concerns promptly, ensuring a high level of service satisfaction.
Education
Certificate - CNA. Phlebotomist
CVCC
Hickory, NC05.1995
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Call center customer service
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- Answering questions
- Appointment scheduling
- Payment processing
- Gathering information
- Building rapport
- Quality control
- Database research
- Cash handling
- Logging call information
- FLUENT IN LANGUAGE
- Quality assurance
- Computer skills
- Teamwork and collaboration
- Calm and professional under pressure
- Problem resolution
- Understanding customer needs
- Calm under pressure
- Customer relations
- Professional telephone demeanor
- Policies and procedures adherence
- Data management
Timeline
Call Center Representative
Legacy Oral Facial Surgery
09.2021 - Current
Medical Assistant and Phlebotomist
Catawba Valley Medical Center
08.2017 - 09.2021
IV Infusion Technician
Piedmont Rheumatology
10.2006 - 09.2021
Certificate - CNA. Phlebotomist
CVCC
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