Summary
Overview
Work History
Education
Skills
Timeline
Generic

GAIL SLOBODNIK

Roselle

Summary

Dynamic customer service professional with over 11 years of experience, including at Optum, excelling in active listening and critical thinking. Proven track record of enhancing customer satisfaction and loyalty through effective conflict resolution and streamlined billing processes, consistently meeting performance metrics while fostering positive relationships.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Optum
02.2023 - Current
  • 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.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.

Customer Service Representative

Quest Diagnostics
05.2014 - Current
  • 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.

Billing Customer Service Representative

Zotec
02.2020 - 02.2023
  • Streamlined billing processes for improved efficiency and reduced errors.
  • Monitored delinquent accounts and initiated collections actions when necessary, recovering outstanding balances while maintaining positive customer relationships.
  • Collaborated with team members to achieve monthly service targets and maintain high-quality standards.
  • Assisted in the preparation of regular management reports highlighting key metrics related to billing activities.

Education

Criminal Justice

College of DuPage
Glen Ellyn, IL
06-1980

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Process inbound web and correspondence for patient customer service
  • Support needs of the call center performance and improved call center performance
  • Have over 11 years in the client & patient customer service needs
  • Meeting all metrics consistently month over month
  • Have worked correspondence in contact us & webmail for several years

Timeline

Customer Service Representative

Optum
02.2023 - Current

Billing Customer Service Representative

Zotec
02.2020 - 02.2023

Customer Service Representative

Quest Diagnostics
05.2014 - Current

Criminal Justice

College of DuPage

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GAIL SLOBODNIK