Stephanie Hochbein
Sarver
Summary
Dedicated Customer Support Professional with extensive call center and healthcare experience. Proven expertise in handling high-volume calls, resolving escalations, and delivering accurate information. Recognized as a Subject Matter Expert for effective issue resolution and enhancing customer satisfaction. Skilled in training team members and maintaining composure in fast-paced environments.
Overview
11
11
years of professional experience
Work History
Customer Service Representative → Subject Matter Expert
Ibex Global Solutions
Remote
08.2023 - Current
- Promoted to SME within four months for exceptional performance and issue resolution.
- Manage high-volume inbound calls and tickets regarding claims coverage and account issues, ensuring timely resolutions.
- Resolve escalations with emphasis on accuracy, enhancing customer satisfaction and trust.
- Review account and order details swiftly to deliver clear status updates and next steps.
- Support team members in real-time, contributing to onboarding and training efforts.
- Document all interactions clearly, navigating multiple systems efficiently to maintain comprehensive records.
Sales Associate → Personal Shopper
Sam’s Club
Tarentum
01.2021 - 08.2023
- Guided customers with substitutions and addressed order inquiries effectively
- Processed 100+ online orders per shift, ensuring accuracy and efficiency
- Navigated fast-paced environment while remaining organized and achieving daily goals
Medical Assistant
Advanced Allergy & Asthma
Tarentum
04.2018 - 12.2020
- Collected patient vitals and histories, documenting care in EMR systems to ensure accurate patient records
- Assisted providers with testing, treatments, and procedures
- Educated patients on medications and care instructions to promote understanding and adherence to treatment plans
- Managed scheduling, intake, and insurance verification to streamline patient flow and enhance office efficiency
Waitress
Hotel Saxonburg
Saxonburg
02.2018 - 12.2020
- Managed multiple tables, ensuring accurate orders and high customer satisfaction
- Provided attentive service in a high-volume environment
- Guided new staff through hands-on training to enhance service quality
Waitress
Cooper Station Restaurant
Sarver
07.2015 - 02.2018
- Delivered consistent service, fostering strong customer relationships
- Coordinated with kitchen staff for timely, accurate order delivery
- Maintained cleanliness and organization in fast-paced environment
Education
Medical Assistant Diploma - Medical Assisting
Career Training Academy
Lower Burrell, PA01-2018
Skills
- Customer issue resolution
- Call center management
- Patient support and satisfaction
- Queue management
- Zendesk proficiency
- CRM software expertise
- HIPAA compliance
- Data entry and documentation
- Microsoft Office proficiency
- Multitasking skills
- Training and onboarding facilitation
- Account management strategies
- Effective communication skills
- Task prioritization
- Time management techniques
- Medical terminology knowledge
- Technical support services
- Insurance verification processes
- Claims resolution expertise
- EMR documentation skills
- Active listening techniques
- Detail orientation
- Dispute resolution strategies
- Adaptability and flexibility
Timeline
Customer Service Representative → Subject Matter Expert
Ibex Global Solutions
08.2023 - Current
Sales Associate → Personal Shopper
Sam’s Club
01.2021 - 08.2023
Medical Assistant
Advanced Allergy & Asthma
04.2018 - 12.2020
Waitress
Hotel Saxonburg
02.2018 - 12.2020
Waitress
Cooper Station Restaurant
07.2015 - 02.2018
Medical Assistant Diploma - Medical Assisting
Career Training Academy