Ketcia Chery
Macon
Summary
Dynamic Customer Care Representative with over 8 years in customer service, consistently enhancing patient satisfaction scores by 95%. Skilled in resolving inquiries and complaints efficiently while fostering strong relationships with customers. Proven track record in developing training materials and improving team performance.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative
SOUTHERN SPORTS MEDICINE PARTNERS LLC
Macon
07.2025 - 03.2026
- Developed and implemented training materials and programs.
- Handled customer inquiries in a professional and timely manner.
- Investigated customer complaints and provided resolution.
- Delivered exceptional customer service to over 50 patients daily, enhancing patient satisfaction scores by 95% through effective communication and problem-solving skills.
- Trained and mentored new front desk staff on best practices and customer service protocols, contributing to a cohesive team environment and improved overall performance.
- Responded to customer inquiries via telephone, email, and in person.
- Developed customer service policies and procedures.
Palliative Care Admission Liaison
VITAS Healthcare
Miramar
01.2024 - 06.2025
- Coordinated and processed patient information from clinicians, ensuring accurate data entry for seamless palliative care services.
- Exhibited empathy and understanding while assisting patients with sensitive medical issues, fostering a supportive environment.
- Delivered exceptional customer service to patients, families, and healthcare providers, enhancing overall care experience.
- Resolved 95% of patient complaints effectively and in a timely manner.
- Contributed to the development of standardized procedures for handling patient inquiries and requests.
- Handled inbound calls and verified patient details, contributing to efficient care delivery.
- Updated patient records and insurance information with [100%] accuracy.
- Ensured compliance with HIPAA regulations and patient privacy standards at all times.
Patient Care Coordinator
VITAS Health Care
02.2014 - 02.2024
- Coordinated with healthcare team to ensure continuity of care.
- Managed patient care needs while collaborating with multidisciplinary teams to deliver comprehensive and quality service.
- Cultivated relationships with patients and families to enhance care experience and support.
- Provided exceptional customer service to patients, families, and healthcare providers.
- Resolved patient concerns and complaints in a timely and professional manner.
- Ensured adherence to medical protocols and standards of care.
- Ensured patient confidentiality and privacy in accordance with HIPAA regulations.
- Coordinated patient information from clinicians, ensuring accurate data entry and timely processing for palliative care services.
Customer Service Representative
IRT (T-Mobile)
Miami
02.2023 - 03.2022
- Delivered high-quality customer service to T-Mobile clients, addressing inquiries and troubleshooting mobile device issues.
- Resolved product and service challenges by researching customer complaints and following up to ensure satisfactory resolutions.
- Maintained professional relationships with clients to deliver exceptional customer service.
- Assisted customers in navigating the company website and placing orders online, troubleshooting any technical issues.
- Recommended cost-effective rate plans and processed equipment orders to provide tailored sales solutions.
- Submitted requests to departments to prevent recurring issues and recommended improvements to processes and procedures.
- Demonstrated a strong record of accomplishment when collaborating with cross-functional and cross-cultural teams.
- Prepared special reports on compromised account patterns, gathering and summarizing data accordingly.
Education
Licensed Vocational Nurse (LVN) -
Broward Community College
Fort Lauderdale, FL06-2022
Certified Nursing Assistant -
02-2008
Skills
- Dispute Resolution
- Patient Care Coordination
- Medical Data Entry
- Customer Service Excellence
- Communication & Interpersonal Skills
- Multitasking & Time Management
- Data Entry
- Check Verification
- Microsoft Office
- Data Verification
- Product Knowledge
- Training
Certification
- Certified Nursing Assistant (CNA), #169865
- LVN (Nursing Diploma), Universal Career School, 2020-2022
Languages
English, Native
Timeline
Customer Service Representative
SOUTHERN SPORTS MEDICINE PARTNERS LLC
07.2025 - 03.2026
Palliative Care Admission Liaison
VITAS Healthcare
01.2024 - 06.2025
Customer Service Representative
IRT (T-Mobile)
02.2023 - 03.2022
Patient Care Coordinator
VITAS Health Care
02.2014 - 02.2024
Licensed Vocational Nurse (LVN) -
Broward Community College