Leanne Rautao

• Built strong relationships with patients through effective communication skills
• Maintained a high degree of professionalism and empathy during difficult calls, providing emotional support to distressed patients while addressing their concerns.
• Improved patient satisfaction by efficiently handling inbound & outbound calls and addressing their medical concerns.
• Performed medical records management, including filing, organizing and scanning documents.
• Answered telephone calls to offer office information, answer questions, and direct calls to staff.
• Coordinated patient scheduling, check-in, check-out and payments for billing.
• Updated patient information for accurate electronic medical records.
• Used Medtech to schedule appointments for doctor visits and procedures.

• Assembled orders and packed items for shipment, conveying orders to shipping personnel
• Increased order picking efficiency by utilizing warehouse management systems and barcode scanning equipment.
• Reduced fulfillment errors by using RF scanners to quickly pick items to proper bins.
• Collaborated with team members to achieve daily order fulfillment targets, contributing to overall warehouse productivity.

• Provided knowledgeable recommendations for products or services that aligned with individual customer needs, boosting satisfaction levels significantly.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Worked closely with other departments as needed to resolve complex customer issues efficiently.
• Maintained detailed records of customer interactions and shared insights with the team for continuous improvement efforts.
• Developed rapport with customers by actively listening to their needs, resulting in strong relationships and positive feedback.

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• Worked closely with sales teams to identify upselling opportunities that aligned with individual customer needs.
• Improved overall customer satisfaction through active listening, empathy, and providing tailored solutions.
• Negotiated mutually beneficial solutions for both the company and its clients when handling cancellations or refunds requests.
• Enhanced customer retention by addressing concerns and resolving issues in a timely manner.
• Trained junior team members, boosting overall department performance and service quality levels.
• Played a pivotal role in achieving record-breaking customer retention rates year-over-year within the organization.

• Enhanced customer satisfaction by efficiently addressing and resolving credit card issues.
• Received inbound customer calls related to credit and accounts receivable.
• Identified opportunities for upselling or cross-selling additional products based on customer needs analysis during calls.
• Collaborated with other team members to streamline internal processes, enhancing overall efficiency within the department.
• Collaborated closely with other departments like Collections or Fraud Prevention teams for seamless communication and better case management.
• Assisted customers in navigating online banking platforms and mobile applications, enhancing their overall digital experience with the financial institution.
• Supported customers with invoices, statements and other basic questions.
• Assisted with reconciliations and customer communications.
• Worked with customers to answer questions, resolve disputes and research discrepancies.
• Contributed to fraud prevention efforts by diligently monitoring accounts for suspicious activity and promptly taking appropriate actions when necessary.
• Consistently met or exceeded performance metrics for call quality, resolution time, and customer satisfaction ratings.