Adriana Peoples
Crestview
Summary
Accomplished Customer Service Representative with expertise from Alorica, excelling in problem resolution and relationship building. Leveraged active listening and critical thinking to enhance customer satisfaction by 20%. Proficient in Microsoft Excel, ensuring efficient data management. Recognized for developing strong client relations and mentoring new hires, driving team success and customer loyalty.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Alorica
01.2022 - 06.2025
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Patient Care Coordinator
Vein 911
01.2018 - 11.2021
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
- Trained new staff members on office procedures and protocols, ensuring consistency in patient care delivery.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
Customer Service Representative
Assurance IQ
02.2016 - 12.2017
- 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.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Led quarterly customer service meetings to review performance and set goals for improvement.
Education
Diploma - Medical Billing And Coding
Florida Technical College
Orlando/Online05-2026
High School Diploma -
Penn Foster
Pennsylvania11-2015
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Relationship building
- Problem resolution
- Call center experience
- Computer proficiency
- Microsoft Excel
- Payment processing
- Client relations
- Customer satisfaction measurement
- Microsoft PowerPoint
Timeline
Customer Service Representative
Alorica
01.2022 - 06.2025
Patient Care Coordinator
Vein 911
01.2018 - 11.2021
Customer Service Representative
Assurance IQ
02.2016 - 12.2017
Diploma - Medical Billing And Coding
Florida Technical College
High School Diploma -
Penn Foster
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