Apryl Hill
Long Beach
Summary
Adept at data-driven decision making and showcasing exceptional verbal communication, I enhanced provider performance and customer satisfaction at Optum Serve and Sitel Worldwide. Leveraging skills in MS Excel and problem-solving, I consistently met deadlines and exceeded targets, contributing to strategic initiatives and improving customer experience.
Overview
9
9
years of professional experience
Work History
Provider Data Analyst
Optum Serve
03.2023 - Current
- Collaborated with cross-functional teams to ensure seamless scheduling of appointments.
- Supported strategic initiatives by providing balanced practitioner scheduling and noting potential areas of improvement.
- Managed multiple areas simultaneously while maintaining strict deadlines, showcasing exceptional organizational skills in fast-paced environments.
- Optimized provider performance by conducting regular audits and addressing discrepancies in a timely manner.
Customer Service Specialist
Sitel Worldwide
09.2019 - 03.2023
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer's needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
Customer Service Specialist
Teleperformance
09.2016 - 08.2019
- Reviewed daily customer transactions, opened and closed reports to verify accuracies and maintain current customer information.
- Satisfied customer queries over the phone and email to maintain positive patient-provider relationships.
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Collaborated with team members to create effective strategies for improving overall customer experience.
Education
High School Diploma -
Highland Park High School
Topeka, KS05-2000
Skills
- Data-driven decision making
- Healthcare industry
- Problem-solving
- Time management
- Attention to detail
- Verbal and written communication
- MS Excel
- Microsoft Access
- Data entry
- Critical thinking
- HIPAA compliance
Timeline
Provider Data Analyst
Optum Serve
03.2023 - Current
Customer Service Specialist
Sitel Worldwide
09.2019 - 03.2023
Customer Service Specialist
Teleperformance
09.2016 - 08.2019
High School Diploma -
Highland Park High School
Similar Profiles
Debbie LivingstonDebbie Livingston
Care Coordinator at Optum ServeCare Coordinator at Optum Serve
Jessica LawrenceJessica Lawrence
Contract Manager at Optum ServeContract Manager at Optum Serve
Marissa BrownMarissa Brown
Dedicated Network Operations Specialist at Optum ServeDedicated Network Operations Specialist at Optum Serve
Kaila IsraelKaila Israel
Server at Nicks on SecondServer at Nicks on Second
Julian VillalonJulian Villalon
Server at Soup ShopServer at Soup Shop