Satira Peavy Email & Phone Number

Houston, Texas, United States

Project Management,

United States

Provided exceptional customer service via phone, email, and chat channels, addressinginquiries, resolving issues, and ensuring customer satisfaction.Assisted with website navigation troubleshooting and explained changes to current FSArepayment, application process, eligibility, and FSA Financial Aid application process, such ascompleting the form, making corrections, explaining SAR comments, and all other inquiriesregarding FAFSA, Plus, and Parent Plus Loan applications, questions regarding IDR RepaymentPlans, etc.Utilized Salesforce CRM to manage customer interactions, document case details, and facilitateefficient case resolution.Assisted customers with technical troubleshooting and provided information regarding FederalStudent Aid inquiries, ensuring prompt and accurate one-call resolution.Collaborated with cross-functional teams to resolve complex customer issues, escalating caseswhen necessary to ensure timely solutions for identifier issues on the website, compromisedaccounts, etc.Handled customer escalations with professionalism, empathy, and a focus on finding effectivesolutions.Utilized Cisco phone systems in conjunction with Five9 softphone to manage incoming calls,ensuring clear communication and efficient call routing.Maintained accurate and detailed customer records, documenting interactions, resolutions, andfollow-up actions via case creation and resolution via Salesforce.

United States

Responded to customer inquiries and resolved issues related to product functionality, billing,and account management.Effectively utilized Salesforce CRM to track patient interactions, manage cases, scheduleannual in-home patient exams with local providers, and provide timely updates such asrescheduled appointments and/or appointment confirmation/completion to patients, clinicians,and insurance providers.Efficiently managed and maintained an appointment scheduling system for a high-volume in-homehealth provider facility, ensuring accurate and timely scheduling of patient appointments.Demonstrated exceptional organizational skills by coordinating and scheduling appointments formultiple physicians, optimizing the utilization of available resources, and minimizing wait timesfor patients.Explained the value of in-home yearly evaluations in conjunction with the patients' normalmedical provider and routine care visits.Effectively communicated with patients, physicians, and other healthcare staff to gathernecessary information, verify insurance coverage, and obtain any required pre-authorization foroutside procedures.

United States

Coordinated all aspects of Vroom Central Regions’ emails and orders for the outbound delivery of new vehicles and or inbound pickup of units sold or traded by the customer via third-party scheduling.Communicated with third-party transport vendors to assess delivery details via phone, text, weekly meetings, and portal research, updating order details with estimated dates, and marking units delivered with appropriate dates in Salesforce to trigger payments processed by accounting. Managed and answered all incoming regional emails and distribution for Central Region.Facilitated daily morning and end-of-day meetings to discuss issues, walk through demonstrations to resolve said issues, and reported escalations directly to Management. Trained new team members tracking protocol specifically for Trade units, Straight Buys, and Auction units that were dropped off at a facility by the customer or delivered by third party during off-gate hours. Communicated with over 85 various staff at hubs located throughout the South and Midwest to check the status of repairs, locate misplaced units, and obtained gate passes for the release of units to transporters.Prepared logistics reports for senior decision-makers showing aged units, units needing extensive repairs, load validation reports, units delivered but not zoned, and units that were bought back or never retrieved.Additional qualifications included excellent problem-solving, organizational, and interpersonal skills, time management, and project management experience.

Houston, Texas, United States

Provided best-in-class customer service experience over the phone and through various communication tools, responding to client requests and anticipating unstated needs.Through demonstrated effective listening, analyzed client problems, and provided information and solutions in a timely and efficient manner.Operated a PC/image station to obtain and extract information; documented information, activities, and changes in the CRM database (Client Relationship Management System).Thoroughly documented request outcomes for accurate tracking and analysis.Worked efficiently and effectively, both as a team and independently, on phones, email, and Intercom Chat systems.Developed and maintained positive client relations and coordinated with other departments within the company to ensure client requests and questions were handled appropriately and in a timely manner.Utilized appropriate resource materials to effectively and accurately interpret‚ respond and resolve client inquiries and problems.Employed strong interpersonal skills to handle difficult calls courteously and professionally.

United States

Answered all incoming Patient Service calls promptly and managed them effectively and efficiently.Addressed questions and educated patients, practices, and sales staff.Assessed Triage calls and directed them to Nurse Line.Relayed messages to clinic staff.Assisted patients’ requests for additional supplies by submitting prescription refill requests to clinics on their behalf.Documented all calls or correspondences.Handled Emails/VMS as assigned.Demonstrated empathy and decreased patient tension via active listening, addressing concerns, and resolving issues.Communicated professionally, empathetically, and diplomatically with good voice quality, diction, and articulation.Worked to achieve the day-to-day Patient Service Team’s quality and productivity goals.Exhibited a high sense of urgency when handling Code Red and Triage calls.Identified, documented, and escalated potential patient or practice complaints per standard operating procedures.Scheduled for Specialty Clinics (Ortho, Derm, IMED, Pedi)for routine and overbooking. Insurance Verification.Contacting Patients if Doctor/NP requests reschedule.Patching clinicians and patients when requested.Researching and providing care provider's NPI when scheduling new patients.Noting EMR when applicable.Ability to read and interpret orders and explain to patients for clarity.Provided driving, walking, and public transportation directions to patients visiting Medical Center, Sugarland, Heights, Baybrook, and Missouri City locations.

United States

Answered all incoming Patient calls promptly and managed them effectively and efficiently.Assisted patient study activation, completion, or early term.Addressed questions and educated patients, practices, and sales staff.Handled specified technical monitor issues.Redirected calls to subject matter experts as defined in protocols.Notated Patient accounts for activities and disconnects.Assisted patients’ requests for additional supplies by placing orders on their behalf.Documented all calls or correspondences.Handled Emails/VMS as assigned.Demonstrated empathy and decreased patient apprehension.Recorded inactivity periods and reconnections.Promoted the value of Preventice remote monitoring to reduce cancellations.Communicated professionally, empathetically, and diplomatically with good voice quality, diction, and articulation.Worked to achieve the day-to-day Patient Service Team’s quality and productivity goals.Identified, documented, and escalated potential patient or practice complaints per standard operating procedures.Ordered replacement supplies and facilitated shipping.Troubleshooted typical monitor issues, documented damaged monitors/devices, and coordinated shipping returns and replacements.Collaborated with the EKG department and contacted patient/EMS when instructed.

United States

Answered phone calls, social media direct messages chat concerns, and investigated issues regarding membership, store experiences, shipping problems, and all other escalated complaints that Front Line Agents could not resolve.Processed payments for new memberships, renewals, or refunds for canceled memberships.Provided information on membership fees, policies, processes, benefits, products, and services.Actively listened to members identifying their needs and providing one-call resolution.Accepted Escalation calls and utilized professionalism, tact, and empathy to de-escalate and resolve the issue.Investigated and resolved or escalated membership or payment issues.Reviewed and approved membership incentive requests from front-line agents. Processed, issued, and tracked all e-gift card approvals for new members and Plus membership renewals and entered them into the tracking system.Documented all inquiries and maintained accurate membership records.Liaison and resolution point of contact between members and Club Management. Responsible for Training and Coaching new team members and for creating training protocols and procedures for the Department.Generated daily end of shift reports and for reporting and tracking trends and or recurring issues to Operations via daily meetings.Responsible for creating and submitting department-specific points and compliance articles for Quality Assurance to score our agents effectively. Provided Coaching Opportunities as well as kudos (QA).