Sahmahrah Dangerfield
Billings
Summary
Dynamic Customer Service Representative with extensive experience at Intermountain Medical Center, excelling in problem resolution and customer relations. Proven ability to enhance patient satisfaction through effective communication and active listening. Skilled in scheduling and documentation, consistently achieving high customer loyalty and satisfaction in fast-paced environments.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Intermountain Medical Center
07.2023 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Collaborated with healthcare teams to enhance patient satisfaction and service delivery.
- Managed scheduling and coordination of appointments, ensuring efficiency and accuracy.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Managed high-volume customer inquiries regarding insurance benefits and coverage options.
- Facilitated appointment scheduling for patients, optimizing daily operations for efficiency.
Customer Service Representative
Brewer Dental
01.2021 - 06.2023
- Resolved billing discrepancies by coordinating with internal departments to ensure accurate account management.
- Educated patients on healthcare services and resources available, enhancing overall patient experience.
- Trained new team members on customer service protocols and software systems, fostering a collaborative environment.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
Customer Service Representative
Spectrum
11.2016 - 01.2021
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted in training new representatives on company policies and customer service protocols.
- Maintained accurate records of customer interactions using CRM software.
- Streamlined call-handling processes to enhance efficiency and reduce wait times.
- Evaluated customer feedback to identify trends and improve service quality.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Addressed customer account discrepancies and concerns.
- Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
Bartender
Bayou Bar and Grill
09.2013 - 10.2016
- Crafted specialty cocktails and beverages, enhancing guest satisfaction and experience.
- Managed bar inventory and supplies, ensuring optimal stock levels and minimizing waste.
- Developed seasonal drink menus to reflect customer preferences and trends.
- Collaborated with kitchen staff to coordinate food pairings, enhancing overall dining experience.
- Resolved customer complaints promptly, maintaining high service standards and loyalty.
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Kept bar presentable and well-stocked to meet customer needs.
- Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Upsold menu items to customers, driving up per sale revenues and maximizing profits.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
Cashier
Ross Dress for Less
06.2012 - 01.2013
- Implemented inventory management practices, reducing stock discrepancies through diligent monitoring.
- Collaborated with team members to streamline checkout processes, improving overall efficiency during peak hours.
- Resolved customer complaints effectively, fostering a positive shopping environment and enhancing loyalty.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Answered questions about store policies and addressed customer concerns.
Education
High School Diploma -
Hamilton Highschool
Hamilton, MT05-2009
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Customer satisfaction measurement
- Complaint resolution
- Call center operations
- Professional telephone demeanor
- Scheduling
- Follow-up skills
- Documentation
- Administrative support
- Prioritization
Timeline
Customer Service Representative
Intermountain Medical Center
07.2023 - Current
Customer Service Representative
Brewer Dental
01.2021 - 06.2023
Customer Service Representative
Spectrum
11.2016 - 01.2021
Bartender
Bayou Bar and Grill
09.2013 - 10.2016
Cashier
Ross Dress for Less
06.2012 - 01.2013
High School Diploma -
Hamilton Highschool