Summary
Overview
Work History
Education
Skills
Timeline
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Mia Gadsden

Charleston

Summary

Highly skilled customer service professional seeking the opportunity to work for a financially sound organization that will utilize my superior leadership, organizational, time-management, and communication skills. Proven track record of providing over 10 years of superior service in telephone sales, conflict resolution, and customer service in a fast-paced work environment. Skilled in making executive decisions independently to minimize conflict and increase productivity. Self-motivated individual, eager to use professional background to achieve business operational success.

Overview

15
15
years of professional experience

Work History

Medical Receptionist

Roper Saint Francis Healthcare
09.2023 - Current
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Checked patient insurance, demographic, and health history to keep information current.
  • Helped patients complete necessary medical forms and documentation.
  • Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
  • Performed various administrative tasks by filing, copying and faxing documents.
  • Enhanced patient satisfaction by promptly addressing inquiries and resolving issues related to referrals.
  • Ensured continuity of care by regularly updating patient records with recent test results or changes in medical history.
  • Provided ongoing training for new Referral Specialist staff members, ensuring consistent quality service delivery across the team.

Customer Service Expert

T-Mobile
04.2018 - 09.2023
  • Responsible for handling inbound calls to assist customers with new account opening. Formulates personal strategies to minimize talk-time percentage while surpassing monthly goals. Builds rapport to promote customer satisfaction. Utilizes great attention to detail to increase efficiency and maintain credibility.
  • Initiates internal control measures by verifying the accuracy of customer profiles and accounts.
  • Increase shareholders’ wealth by exceeding 100% of monthly sales goals for new account opening and product add-ons each month.
  • Generates approximately $5,250.00 per month in revenue for new account opening and $200.00 per month for product add-ons.
  • Awarded “Top Performer of the Month” 3 times for displaying outstanding customer service, surpassing monthly sales quotas, and increasing brand awareness.
  • In-depth knowledge of product and services; provide guidance on product features and functionalities.

Reservation Sales Specialist

IHG
01.2016 - 01.2018
  • Expanded knowledge in switchboard operations. Displayed the ability to multitask by completing daily job duties with the use of several operational systems. Educated customers on the membership program to increase enrollment and promote brand loyalty.
  • Persuaded customers to upgrade rooms to increase net income.
  • Demonstrated the ability to provide hotel accommodations for both domestic and international regions.
  • Strengthen communication skills by answering over 65 calls daily in a fast-paced work environment.
  • Trusted with confidential information; created customer profiles using sensitive data and processed credit card transactions.
  • Conducted extensive research on special offers and deals to strengthen member relationships.

Collections Representative

NCO
01.2014 - 01.2016
  • Protected financial operations by properly securing sensitive data. Mitigated financial risk by accurately verifying, identifying, and examining each call thoroughly. Assisted with the onboarding training process for new employees.
  • Implemented payment plan options to minimize the percentage of bad debt collections.
  • Account receivable experience; responsible for processing collection payments for outstanding debt.
  • Customer account management; managed accounts to increase customer satisfaction and improve business operations.
  • Produced written reports for account transactions incurred over the phone.

Customer Retention Specialist

Iqor
04.2010 - 06.2013
  • Improved customer relations by educating customers on the benefits of keeping accounts active. Utilized superior knowledge to assist with training. Built rapport to minimize the percentage of closed accounts due to customer dissatisfaction. Generated additional sales and improved customer retention.
  • Managed high-level crisis situations that potentially threatened the reputation and brand of the organization.
  • Accounts receivable experience; processed payment collections with the use of technical software.
  • Handled outbound calls to assist in the prevention of customer account interruption.
  • Reporting experience; managed, verified, and organized call logs and daily operational reports.
  • Implemented retention strategies, analyzed customer feedback, and provided empathic responses to solve complex problems.

Education

High School Diploma -

Saint John’s High School
06.2004

Skills

  • Customer Service
  • Training
  • Telephone Sales
  • Data Entry
  • Switchboard Operations
  • Conflict Resolution
  • Inbound and Outboard Calling
  • Microsoft Office
  • Customer Relations

Timeline

Medical Receptionist

Roper Saint Francis Healthcare
09.2023 - Current

Customer Service Expert

T-Mobile
04.2018 - 09.2023

Reservation Sales Specialist

IHG
01.2016 - 01.2018

Collections Representative

NCO
01.2014 - 01.2016

Customer Retention Specialist

Iqor
04.2010 - 06.2013

High School Diploma -

Saint John’s High School

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Mia Gadsden