Barbara Woods
Rogersville,TN
Summary
Organized and dedicated professional with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments with little to no supervision. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
20
20
years of professional experience
Work History
Agent/CSR
QUALFON
09.2022 - Current
- Assist members with completing telephonic Medicare Advantage Plan applications, make outbound calls to members checking on happiness with current plan
- Assist dental members and providers with eligibility, benefits and claims questions and issues.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Met customer call guidelines for service levels, handle time and productivity.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Representative
ADVANCED CALL CENTER TECHNOLOGIES, LLC
10.2020 - 05.2022
- Provide customer service to callers regarding mortgage applications and issues
- Route calls to correct departments/individuals
- Track calls, enter information into online forms, file complaints/escalations as needed.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
Clinic Receptionist
PALMETTO ANIMAL LEAGUE CLINIC
02.2020 - 10.2020
- Set clinic appointments for clients in office and on phone.
- Data entry of information into client records, scan records into digital files.
- Balance drawer at end of shift, prepare bank deposit.
- Comforted clients by anticipating clients' anxieties and answering clients' questions.
- Managed multi-line phone system and pleasantly greeted clients.
- Called clients to remind of upcoming appointments.
- Coordinated client scheduling, check-in, check-out and payments for billing
- Printed prescription requests and queries in compliance with practice protocol.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Maintained current and accurate medical records for patients.
- Organized paperwork such as charts and reports for office and patient needs.
Customer Service Representative
EVICORE
03.2016 - 10.2019
- Assisted providers via phone and fax with pre-authorizations of various medical procedures (CAT scans, MRIs, etc.) for variety of health plans
- Provided customer service to patients, doctor's offices, and facilities regarding existing cases and other issues
- Escalated calls as needed to Clinical Reviewers or for Peer to Peer (physician to physician).
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Offered advice and assistance to customers, paying attention to special needs or wants
Freelancer - Print
STUDIO ON DEMAND
10.2012 - 01.2018
- Creation of print collateral, changes to existing collateral, minor photoshop retouching.
- Implemented manual and technological workflow systems.
- Collaborated with clients to define project requirements and deliverables.
- Evaluated customer needs and feedback to drive product and service improvements.
- Created and managed project plans, timelines and budgets.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Typesetter
PSA ESSENTIALS
10.2015 - 02.2016
- Typeset custom stamps in Illustrator, create layouts in InDesign
- Create layouts and masks for production.
- Compared digital and physical customer files to identify and address discrepancies such as fonts, graphics or and layouts.
- Utilized different technologies to ready artwork for offset printing purposes.
- Assessed customer files for missing information in fonts and graphics.
- Generated prepress proofs in digital or other formats to approximate appearance of final printed piece.
Waitress
RED LOBSTER
04.2014 - 04.2015
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Greeted new customers, discussed specials, and took drink orders.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Provided recommendations on menu items and upsold food and drinks to increase sales.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
Administrative Assistant
TRUST FIRST FINANCIAL
09.2013 - 12.2013
- Ensure Medicare applications were completed correctly
- Submit applications via online program or fax
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Drafted correspondence and other documents for CEO and department heads in company's voice.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Customer Service, Short Sales
ADVANCED CALL CENTER TECHNOLOGIES
10.2011 - 09.2012
- Assist customers with questions and issues regarding short sales
- Initiate short sales, enter customer information, advise of policies and procedures, handle and resolve customer complaints, identify and escalate priority issues, research required information using available resources
- Maintain quality and professional standards on all calls.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
Administrative Assistant
INTERNATIONAL ASSOCIATION OF ACADEMIC PROFESSIONALS
08.2010 - 09.2011
- Maintained recruitment and member databases.
- Created recruitment and membership materials.
- Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
- Executed record filing system to improve document organization and management.
- Created and maintained databases to track and record customer data.
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
- Assisted development and implementation of new administrative procedures.
- Drafted correspondence and other documents for CEO and department heads in company's voice.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Volunteered to help with special projects of varying degrees of complexity.
Customer Service/Graphic Artist
ALADDIN PLASTICS
05.2010 - 07.2010
- Assisted customers with orders by phone or email
- Processed artwork using Illustrator and Photo Shop for screen-printing.
- Created digital image files for use in digital and traditional printing methods.
Deli Associate
WALMART
11.2009 - 03.2010
- Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Carefully prepared orders by slicing, weighing, and packaging cheeses and meats and accurately calculated prices.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
- Listened carefully to customer instructions and prepared orders according to those preferences.
- Made food according to standard recipes with requested changes for customer satisfaction.
- Greeted customers at counter to fulfill requests and answer questions.
Graphic Artist
ROGERSVILLE REVIEW
10.2007 - 10.2009
- Used Photoshop, Illustrator and QuarkXpress to create images and layouts.
- Created digital image files for use in digital and traditional printing methods.
- Met with customers to present mockups and collect information for adjustments.
- Applied knowledge of production to create high-quality images.
- Contributed design ideas in early planning stages with customers and project managers.
- Completed final touches for projects before rollout.
- Developed print materials such as brochures, banners and signs.
- Created advertisements, brochures and logo designs to promote new products and programs.
- Developed creative design for print materials, brochures, banners, and signs.
- Employed design fundamentals when selecting typography, composition, layout, and color in design work.
- Awarded 2009 Tennessee Press Association awards: First Place - Best Single Color Ad, Non- Daily 1 ~ Best Newspapers In Education Sponsorship Recruitment Ad, Non-Daily 1 ~ Second Place - Best Furniture/Appliance Ad, Non-Daily 1.
- Served as backup to Production Manager.
Graphic Artist
PHOTO FEATURES/TRADING POST CLASSIFIEDS
09.2006 - 10.2007
- Used Photoshop, Illustrator and QuarkXpress to create images and layouts.
- Used Photoshop to clean up images.
- Created digital image files for use in digital and traditional printing methods.
- Met with customers to present mockups and collect information for adjustments.
- Applied knowledge of production to create high-quality images.
- Contributed design ideas in early planning stages with customers and project managers.
- Completed final touches for projects before rollout.
- Created advertisements to promote new products and programs.
- Developed creative design for print materials, brochures, banners, and signs.
- Employed design fundamentals when selecting typography, composition, layout, and color in design work.
- Served as backup to Production Manager.
Volunteer/Board Member
CAT AND DOG ADOPTIONS
08.2005 - 07.2006
- Evaluated potential adopters, assisted with care of cats in rescue.
- Designed flyers, forms, signs etc. to be used for marketing, fund-raising and administrative purposes.
- Collaborated with other board members to develop and execute fundraising ideas and strategies to increase adoptions to advance organizational mission.
- Served as advocate and ambassador for organization by fully engaging, identifying, and securing resources and partnerships to advance mission.
- Assisted with development of organizational budgets and resource allocation plans.
Production Assistant
SAFARI, LTD
02.2006 - 05.2006
- Tracked jobs within in-house Graphics department, interacting with in-house clients and outside vendors.
- Maintained job files, vendor files, job sheet.
- Created new systems for tracking photography and job-number assignment.
- Responsible for compiling weekly mailing to Hong Kong consisting of resins, product paperwork and correspondence.
- Also filled in as Product Development Assistant: assisting with paperwork for new products, pulling samples from warehouse, labeling and packing resins.
Associate Outsourcing Administrator/Administrative Assistant
MAHONEY & ASSOCIATES/A.O.S., LLC
04.2004 - 07.2005
- Tracked and entered COBRA elections and payments, answered questions and resolved issues regarding coverage, entered termination information into Microsoft Access database ensuring accuracy, interfaced with vendors, clients and members to resolve coverage issues.
- Assimilated and processed new hire information, resolving any issues and ensuring that coverage was activated.
- Managed filing system, entered data and completed other clerical tasks.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Assisted coworkers and staff members with special tasks on daily basis.
- Volunteered to help with special projects of varying degrees of complexity.
Education
High School Diploma -
Hollywood Hills High School
Hollywood, FLSkills
- Microsoft Office (Word, Excel, PowerPoint, Publisher, Outlook)
- Quickbooks
- QuarkXpress 60 / 70 /80
- Adobe Creative Suite (CS3/4/6/Creative Cloud): Adobe InDesign, Photoshop, Illustrator, Adobe Acrobat Professional
- Windows/Mac OS
- Self-motivated, with strong sense of personal responsibility
- Proven ability to learn quickly and adapt to new situations
- Manages time efficiently in order to complete all tasks within deadlines
- Excellent communication skills, both verbal and written
- Proved successful working within tight deadlines and fast-paced environment
- Works effectively in fast-paced environments
- Works well in team setting, providing support and guidance
Timeline
Agent/CSR
QUALFON
09.2022 - Current
Customer Service Representative
ADVANCED CALL CENTER TECHNOLOGIES, LLC
10.2020 - 05.2022
Clinic Receptionist
PALMETTO ANIMAL LEAGUE CLINIC
02.2020 - 10.2020
Customer Service Representative
EVICORE
03.2016 - 10.2019
Typesetter
PSA ESSENTIALS
10.2015 - 02.2016
Waitress
RED LOBSTER
04.2014 - 04.2015
Administrative Assistant
TRUST FIRST FINANCIAL
09.2013 - 12.2013
Freelancer - Print
STUDIO ON DEMAND
10.2012 - 01.2018
Customer Service, Short Sales
ADVANCED CALL CENTER TECHNOLOGIES
10.2011 - 09.2012
Administrative Assistant
INTERNATIONAL ASSOCIATION OF ACADEMIC PROFESSIONALS
08.2010 - 09.2011
Customer Service/Graphic Artist
ALADDIN PLASTICS
05.2010 - 07.2010
Deli Associate
WALMART
11.2009 - 03.2010
Graphic Artist
ROGERSVILLE REVIEW
10.2007 - 10.2009
Graphic Artist
PHOTO FEATURES/TRADING POST CLASSIFIEDS
09.2006 - 10.2007
Production Assistant
SAFARI, LTD
02.2006 - 05.2006
Volunteer/Board Member
CAT AND DOG ADOPTIONS
08.2005 - 07.2006
Associate Outsourcing Administrator/Administrative Assistant
MAHONEY & ASSOCIATES/A.O.S., LLC
04.2004 - 07.2005
High School Diploma -
Hollywood Hills High School
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