Patience Nhodza
Edmonton,AB
Summary
Hardworking and experienced professional with hands-on experience in physically demanding roles while maintaining and exceeding customer service expectations. With 7+ years experience in various work environments, I bring a positive attitude while maintaining a high level of care for all work that is to be completed. Skilled in operating with the public, managing risk factors and working efficiently in fast-paced environments. Known for reliability, adaptability, and the ability to collaborate effectively with diverse teams. Strong problem-solving background developed through leadership roles with a proven commitment to meeting deadlines, following safety protocols, and maintaining high performance standards. Brings a disciplined work ethic and proven teamwork skills required for all operations.
Overview
5
5
years of professional experience
Work History
Billing Coordinator
Total Life
02.2025 - Current
- Managed and processed daily billing for telehealth services, ensuring strict HIPPA and insurance compliance and maximizing revenue capture.
- Prepared and submitted all electronic and paper claims to diverse payers including private insurance, Medicare and Medicaid.
- Maintained expert knowledge of telehealth billing regulations, payer policy changes and complex billing codes (CPT, ICD-10)
Passenger Service Agent
Royal Dutch Airlines/ KLM
11.2024 - Current
- Delivered high quality customer service to diverse international and domestic passengers, ensuring a seamless airport experience.
- Provided calm, professional support and resolved conflicts during high stress irregular operations including flight delays, cancellations and overbookings.
- Diplomatically resolved customer complaints and inquiries under pressure while consistently upholding and maintaining brand standards.
Customer Service Lead
Flair Airlines
04.2022 - 12.2024
- Directed and optimized customer service operations for a team of agents, including hands-on training, coaching and performance management.
- Developed and implemented new customer service policies and procedures that measurably improved the quality of the overall customer experience and process efficiency.
- Resolved high-stakes customer complaints related to reservations, baggage and billing with professionalism securing customer retention and loyalty.
Passenger Service Agent
Condor Airlines
03.2021 - 03.2022
- Managed end to end customer interaction from check-in through boarding, consistently providing a welcoming experience and serving as the primary point of contact for all pre-flight inquiries.
- Proactively maintained high customer satisfaction by implementing forward-thinking strategies to anticipate customer needs, resolve concerns efficiently and de-escalate high pressure situations related to travel disruption.
- Optimized passenger traffic flow, streamlining boarding process to ensure efficient departure of aircrafts.
- Ensured absolute compliance with all safety protocols for customers and staff.
Education
Ontario Youth Apprenticeship Program - undefined
Humber College
01.2011
High School Diploma - undefined
Rick Hanson Secondary School
01.2011
Skills
- Technical Skills
- Strong written and verbal communication
- Organizational and time management skills
- Active listening skills
- Ability to take initiative
- Charming and welcoming personality
- Extremely reliable and punctual
- Working collaboratively in teams or groups
- Conflict management and resolution
- Research and Analysis
- Effective Communication
- Detailed Documentation
- Problem Solving
- Selling Adaptation
- Multitasking Efficiency
- Soft Skills
- Strategic Leadership Training
- Conflict Resolution
Languages
English
Full Professional
WORKING ACHIEVEMENTS
- Customer Experience & Team Development
- Conducted billing audits for previously forgotten clients which resulted in a drastic increase of completed payments.
- Built and nurtured strong client relationships increasing repeat customer relationships by 48% within five months at Total Life Therapy and leveraging previous customer experience to generate new referrals.
- Process Optimization & Service Insights
- Helped to develop and implemented streamlined processes that improved billing efficiency and reduced overdue payments.
- Leveraged EHR systems such as SimplePractise, AthenaHealth and custom TotalLife reporting tools to track late payments and consistencies that allowed us to predict when a client would pay outstanding bills.
- Broke down operational results for leadership and presented solutions to managers and executives, ensuring best practices were shared and adopted.
- Service Leadership & Conflict Resolution
- Stepped up during a staffing shortage and holiday blackouts to act as a key support pillar for the team.
- Proactively resolved customer and staffing conflicts through effective communication and conflict resolution techniques ensuring a positive culture that maintained high staff morale and service quality during high stress periods.
Timeline
Billing Coordinator
Total Life
02.2025 - Current
Passenger Service Agent
Royal Dutch Airlines/ KLM
11.2024 - Current
Customer Service Lead
Flair Airlines
04.2022 - 12.2024
Passenger Service Agent
Condor Airlines
03.2021 - 03.2022
Ontario Youth Apprenticeship Program - undefined
Humber College
High School Diploma - undefined
Rick Hanson Secondary School
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