Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jeannie Marchesky

Round Lake,IL

Summary

Accomplished Call Center Quality Analyst & Coordinator with extensive experience in the healthcare industry. Proven track record of delivering optimal service to clients while aligning customer service with corporate objectives. Skilled in analyzing clients\' needs and providing effective solutions to maximize performance and productivity. Adept at problem-solving, attention to detail, and building strong relationships, making this professional an effective communicator.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Multi-Focus Quality Control

IRHYTHM TECHNOLOGIES
06.2021 - Current
  • Design and Implement Quality Control objectives for a 4 team, 181 agent 24/7 call center.
  • Optimized call Quality and Efficiency by creating coaching methods tailored to agent learning styles.
  • Worked effectively in fast-paced environments.
  • Assisted in developing Quality Control for documentation and ticketing in addition to calls.
  • Evaluate Inbound and Outbound calls daily.
  • Executed daily coaching of agents to help improve quality and patient experience.
  • Worked with interdepartmental teams to improve organizational processes and implement solutions.
  • Completed Job Training to keep informed with organizational and industry trends.
  • Key Achievements:
  • Provide Quality Analysis and coaching to over 181 agents that have exceeded established metrics month over month since 2021, 92% Hard skills, 94% Soft skills,
  • Manage Category 2 Complaints including investigation of Root Cause Analysis.
  • Entrusted to serve as member of product roll out team including tracking trends following new releases.
  • SME for Customer Care, Regulatory, and Compliance processes and procedures.

Advanced Customer Care Associate

IRHYTHM TECHNOLOGIES
12.2018 - 06.2021
  • Engaged with clients in need of support for specialized medical devices.
  • Answered inquiries and provided comprehensive information on products, payment methods, and order processing.
  • Utilized skills of detail orientation to excel on projects that require high level of accuracy that impacts patient care.
  • Reviewed files, records, and other documents to provide complete response to patient needs.
  • Processed incoming faxes and registrations to help maintain service levels per established SL.
  • Key Achievements:
  • Consistently kept call metrics and soft skills above 90% for the entire length of the position.
  • Performed as key member of Advanced Customer Care team for the Zio AT Cardiac MCT monitor.
  • Lead Project Manager on Registration Discrepancies and Device Swap Research maintaining service level needed to not impact patient care.
  • Entrusted to train and coach agents on execution of specialized calls and projects.

Hospital Service Technician

AGILITI HEALTH
08.2018 - 12.2018
  • Inbound call agent for STAT requests of hospital equipment.
  • Tracked and maintained spare equipment as well as calibration to prepare for use daily.
  • Performed daily data entry to ensure accuracy of records.
  • Managed standby monitors and ensured secure storage.
  • Key Achievement:
  • Managed and organized equipment necessary to hospital function daily.
  • STAT requests where attended too in a timely manner for the hospital.

Patient Service Representative II

CVS SPECIALTY PHARMACY
11.2015 - 08.2018
  • Inbound call center agent for face paced online pharmacy.
  • Demonstrated mastery of customer service call script well within specified timeframe.
  • Maintained superior data entry accuracy.
  • Built customer loyalty by delivering accurate call-back follow up for customers.
  • Established communication with medical staff and medication records to ensure accurate dosing.
  • Key Achievement:
  • Demonstrated exemplary competency on payor and billing accuracy.

Social Media Monitor

V3 BROADSITE, LLC
06.2014 - 10.2015
  • Track and log all client online activity per established workflow provided.
  • Routed messages and correspondence to appropriate parties so client concerns could be handled quickly and completely.
  • Work with other departments to ensure timely correspondence with team and client.
  • Key Achievement:
  • Successfully worked with cross functional teams to improve issue resolution timing.

Education

Bachelor of Science - Business Administration

Kaplan University
Online

Skills

  • Microsoft Office Suite
  • Salesforce
  • InContact - NICE
  • Mitel/ShoreTel VoIP
  • Android/Apple Devices
  • Windows & Safari OS
  • Tableau
  • Google Analytics
  • Shopify Online Sales Platform
  • Organization and time management

Certification

Pharmacy Technician, Pharmacy Technician Certification Board – Illinois 2017-Present

Timeline

Multi-Focus Quality Control

IRHYTHM TECHNOLOGIES
06.2021 - Current

Advanced Customer Care Associate

IRHYTHM TECHNOLOGIES
12.2018 - 06.2021

Hospital Service Technician

AGILITI HEALTH
08.2018 - 12.2018

Patient Service Representative II

CVS SPECIALTY PHARMACY
11.2015 - 08.2018

Social Media Monitor

V3 BROADSITE, LLC
06.2014 - 10.2015

Bachelor of Science - Business Administration

Kaplan University

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Jeannie Marchesky