Carolyn Mason
Bear,DE
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
BNY Mellon
01.2022 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Answered average of 40 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
DE
Self-employeed Homemaker
10.2020 - 01.2022
- Home maintenance, Mason family
- Relocated from Philadelphia to Bear,
- Organizing new home
- Assist my senior in High School with preparing for college.
Patient Representative
Salus University
07.2015 - 10.2020
- Assisted patients at check in for their appointments
- That included collecting copays, checking and retrieving insurance and referrals, and informing patients what they could expect at their appointments
- I ordered, dispensed, mailed and stocked patient and trial contact lenses
- Verified any changes or data updates to patient records and checked insurance information at each appointment.
- Monitored patient flow throughout day to maintain appointment times and schedules.
- Observed all facility rules and regulations regarding patient data to promote confidentiality and integrity.
- Informed patients of excessive wait times and offered to reschedule appointments.
- Scheduled appointments for patients and placed reminder calls 48 hours before office visits
- Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
Contact Lens Technician
Salus University
10.2004 - 07.2015
- Placed orders for contact lenses for patients by calling the company or placing orders online, separated and sorted orders for the corresponding patient, identified the orders for pick-up, sent ordered to patients home by direct ship, called patients when their orders were ready, ordered and put away trial lenses for 3 offices
- Spoke with patients and answered routine questions about solutions, drops and lenses according to manufacturer
- Organized supplies for the Clinic at The Eye Institute which included gloves, needles, bandages, tape, solutions and various medication used to aid in emergency medicine.
- Operated and worked with basic and advanced optical laboratory equipment, tools, supplies and materials.
- Entered prescription data into computer and initiated new contact lens orders.
- Performed multiple concurrent tasks at several different equipment stations and maintained superior job flow.
- Worked safely with standard and caustic chemicals in optical lab.
Education
PA life insurance, xcel Certified Insurance Resident Producer -
02.2021
High school diploma - undefined
Martin luther king Jr High school
06.1983
Skills
- Experienced in customer service
- Customer Relations
- Credit Card Payment Processing
- Active Listening
- Clerical Support
- Stocking and Replenishing
- Retail Sales Customer Service
- Customer Service
- Money Handling Abilities
- Refund Processing
Timeline
Customer Service Representative
BNY Mellon
01.2022 - Current
DE
Self-employeed Homemaker
10.2020 - 01.2022
Patient Representative
Salus University
07.2015 - 10.2020
Contact Lens Technician
Salus University
10.2004 - 07.2015
PA life insurance, xcel Certified Insurance Resident Producer -
High school diploma - undefined
Martin luther king Jr High school
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