Cortney Houchins
Assumption
Summary
Dynamic Customer Service Representative with proven expertise at Whole Family Wellness, excelling in problem resolution and active listening. Enhanced customer loyalty through empathetic complaint handling and efficient call management. Skilled in data entry and documentation, consistently improving user experience and satisfaction in high-pressure environments.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Whole Family Wellness
03.2025 - Current
- Assisted customers with inquiries and resolved issues effectively.
- Answering and directing patient phone calls
- Bookkeeping/Quickbooks
- Documented customer interactions in CRM system for future reference and analysis.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Service Representative
Timi's Tours
06.2018 - 07.2024
- Answered/Directed Customer phone calls
- Assisted with planning trips
- Assisted customers with booking trips
- Maintained payroll hours for Motorcoach Operators
Surgical Assistant/Implant Treatment Coordinator
Jurgens and Kneezel Ltd.
03.2001 - 11.2012
- Assisted surgeons in preparation and execution of surgical procedures to ensure optimal patient outcomes.
- Maintained sterile environments by adhering to infection control protocols and managing surgical instruments.
- Collaborated with medical staff to streamline workflows and enhance communication during surgeries.
- Trained new surgical assistants on best practices, equipment handling, and procedural standards.
- Implemented inventory management systems for surgical supplies, reducing waste and ensuring availability.
- Evaluated surgical processes to identify areas for efficiency improvements and quality enhancements.
- Led pre-operative briefings to align team roles and responsibilities for each procedure effectively.
- Developed training materials for ongoing staff education on emerging surgical techniques and technologies.
- Provided compassionate care to patients throughout their surgical experience, easing anxiety and ensuring comfort.
- Arranged supplies and instrumentation to meet needs of individual surgeons and enhance team efficiency.
- Kept views unobstructed by retracting, sponging, and suctioning surgical sites.
- Contributed to successful surgeries, anticipating surgeon needs and promptly delivering instruments.
- Protected patients from infection by setting up and managing sterile operating fields.
- Paid close attention to operating procedures for adherence to established surgical techniques.
- Maintained accurate documentation of all surgical activities for record-keeping purposes and quality control analysis.
- Ensured patient safety by maintaining a sterile environment throughout surgery.
Education
Nursing
Decatur Area Vocational Center
Decatur, ILHigh School Diploma -
Central A&M High School
Moweaqua, IL05-2000
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Computer proficiency
- Complaint handling
- Payment processing
- Scheduling
- Call management
- Paperwork processing
- Appointment scheduling
- Documentation
Timeline
Customer Service Representative
Whole Family Wellness
03.2025 - Current
Customer Service Representative
Timi's Tours
06.2018 - 07.2024
Surgical Assistant/Implant Treatment Coordinator
Jurgens and Kneezel Ltd.
03.2001 - 11.2012
Nursing
Decatur Area Vocational Center
High School Diploma -
Central A&M High School