Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Laura McClain

Little Rock

Summary

Detail-oriented customer service specialist with expertise in CRM software and data entry. Proven ability to resolve complex inquiries and enhance service delivery.

Overview

9
9
years of professional experience

Work History

Customer Service Specialist

Sutter Health
Salt Lake City, UT
11.2020 - Current
  • Resolved complex customer inquiries using CRM systems, ensuring timely follow-up and resolution.
  • Entered data into various computer systems accurately using Microsoft Office Suite.
  • Collaborated with cross-functional teams to enhance service delivery and improve customer satisfaction scores.
  • Implemented quality assurance measures to ensure consistent adherence to company standards in customer interactions.
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.

Guest Relations Representative

St. Vincent's Hospital
Little Rock, AR
01.2017 - 11.2020
  • Managed reception of incoming inquiries, ensuring efficient routing and timely responses.
  • Facilitated guest feedback collection and escalated concerns through appropriate channels.
  • Ensured patient information delivery in strict adherence to HIPAA regulations and organizational privacy policies.
  • Identifies and report issues of safety and maintenance.
  • Collaborated with team members to meet departmental targets, ensuring contributions to hospital-wide objectives.

Education

High School Diploma -

Melrose High
Memphis, TN

Certificate - Medical Assistant

Eastern Health Vocational
Little Rock, AR
06-2017

Skills

  • Customer service
  • Good communication skills
  • Customer relations
  • CRM software
  • Data entry
  • Computer proficiency
  • Active listening
  • EHR software
  • Microsoft outlook
  • 60 WPM
  • Critical thinking
  • Microsoft Office Suite

Accomplishments

  • Consistently achieved a 98% customer satisfaction score (CSAT) over 12 months.
  • Trained new representatives on CRM systems, reducing onboarding time.
  • SME (Subject Matter Expert).

Timeline

Customer Service Specialist

Sutter Health
11.2020 - Current

Guest Relations Representative

St. Vincent's Hospital
01.2017 - 11.2020

High School Diploma -

Melrose High

Certificate - Medical Assistant

Eastern Health Vocational
Laura McClain