Shelly Pletz
Victoria,BC
Summary
Experienced in Customer Service brings 20+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset. Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Knowledgeable and dedicated customer service professional with extensive experience in the Healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
20
20
years of professional experience
Work History
Customer Care Representative
Hearing Life
06.2020 - 09.2023
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained and managed customer files and databases.
- Logged call information and solutions provided into internal database.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Continuously sought self-improvement opportunities through ongoing education and professional development programs related to the field of customer care.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Generated weekly and monthly reports to highlight customer service performance and measure milestones.
Customer Support Specialist
Westshore Wellness And All Care Chiropractic
04.2017 - 07.2020
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Responded to customer calls and emails to answer questions about products and services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Served customer account and technical needs across a high volume of daily calls, consistently meeting productivity and quality targets.
- Maintained and managed customer files and databases.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Provided primary customer support to internal and external customers.
Medical Office Assistant
ReBalance MD
06.2012 - 02.2017
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Improved patient satisfaction by efficiently scheduling appointments and managing patient records.
- Ensured smooth daily operations by managing incoming calls professionally while addressing inquiries or directing them to appropriate personnel.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Enhanced patient care with timely and accurate data entry of medical histories, prescriptions, and lab results.
- Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.
- Expedited claims processing by accurately updating ICD-10 codes in accordance with changes in diagnosis or treatment plans from physicians'' notes.
- Reduced wait times for patients through effective appointment scheduling and efficient front desk management.
- Facilitated seamless coordination of appointments with specialists or diagnostic testing centers for comprehensive patient care services.
- Updated patient information and insurance details for accurate electronic medical records.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Received, recorded and filed medical payments by check, cash, and credit card.
- Restocked each medical room with adequate supply of medications and supplies in preparation for patients.
- Registered patients and completed associated paperwork for accurate records.
- Prepared patient charts by gathering and organizing medical records ahead of appointments.
- Reconciled daily payments received and prepared deposits for smooth office finances.
- Used EMR to schedule appointments for doctor visits and procedures.
- Obtained pre-authorization from insurance companies ahead of medical services.
- Coordinated successfully with healthcare providers to ensure timely delivery of test results and prescription refills for patients.
- Supported administrative tasks such as ordering supplies, inventory management, and filing medical documents for streamlined office workflow.
- Enhanced office productivity by assisting in training new hires on software systems, office procedures, and best practices.
- Increased accuracy of billing processes by carefully reviewing invoices and verifying insurance coverage before submission.
Education
No Degree - Hearing Instrument Practitioner
Grant McEwan
Edmonton, Canada01.2010
Skills
- Customer Service
- Data Entry
- Complaint Handling
- Customer Relations
- Call center experience
- Documentation And Reporting
- Problem Resolution
- Appointment Scheduling
- Customer Relationship Management
- Payment Processing
- Inbound Customer Service
- Order Processing
- Billing coordination
- Customer service excellence
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Multitasking
- Understanding Customer Needs
- Excellent Communication
- Organizational Skills
- Attention to Detail
- Adaptability and Flexibility
- Self Motivation
- Microsoft Office
- Calm and Professional Under Pressure
- Time management abilities
- Active Listening
- Problem-solving aptitude
- Reliability
- Administrative and Office Support
- MS Office
Languages
English
Full Professional
Timeline
Customer Care Representative
Hearing Life
06.2020 - 09.2023
Customer Support Specialist
Westshore Wellness And All Care Chiropractic
04.2017 - 07.2020
Medical Office Assistant
ReBalance MD
06.2012 - 02.2017
No Degree - Hearing Instrument Practitioner
Grant McEwan
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