Michelle Gaskins
@michellegaskins
Compassionate patient advocate with 5+ years in healthcare services.
What I'm looking for
I am a compassionate and detail-oriented patient advocate with over five years of experience in customer-facing roles within high-volume healthcare settings. My expertise lies in managing sensitive information and client interactions, ensuring that every individual receives the care and attention they deserve. I am adept at addressing objections with empathy and facilitating smooth administrative processes, which has allowed me to guide individuals through complex decisions with curiosity, patience, and purpose.
In my current role as a Customer Care Project Specialist with the Girl Scouts of America, I have successfully increased customer retention by 20% and achieved a 97% customer satisfaction rating. My analytical skills have enabled me to identify trends and improve outreach, resulting in a significant sales increase. I thrive in collaborative environments, working closely with multidisciplinary teams to ensure timely access to services for families.
Throughout my career, I have developed a strong foundation in crisis de-escalation, conflict resolution, and relationship building. I am committed to continuous improvement and am always looking for ways to enhance operational efficiency while maintaining a patient-focused approach. My goal is to leverage my skills and experience to make a meaningful impact in the healthcare industry.
Experience
Work history, roles, and key accomplishments
Customer Care Project Specialist
Girl's Scouts of America
Nov 2024 - Present (8 months)
Handled membership enrollment and increased customer retention by 20%. Managed projects, analyzed costs and data using spreadsheets to track sales, and provided customer support via phone, email, and chat. Collaborated across departments using CRM to ensure timely access to services, resulting in a 97% customer satisfaction rating.
Call Receiver
AMR
May 2022 - Jan 2025 (2 years 8 months)
Handled administrative duties and coordinated medical transportation for over 500 patients monthly. Verified insurance eligibility, analyzed prior authorizations, and educated patients on insurance details. Successfully handled transportation requests for over 600+ monthly emergent and non-emergent calls, many involving critical care and mental health crisis.
Cashier
Chartwells
Aug 2019 - May 2022 (2 years 9 months)
Processed over 7,000 transactions with 100% accuracy and resolved customer complaints with a 97% satisfaction rate. Implemented process improvements to enhance operational efficiency and improve average checkout times by up to 30%.
Beauty Advisor
Clinique
Apr 2019 - Aug 2019 (4 months)
Implemented strategic upselling methods which improved average transaction value by 18%. Responded to customer questions from a detailed understanding of products, resulting in a customer satisfaction rating of 96%.
Product Consultant
Sephora
Oct 2018 - Apr 2019 (6 months)
Promoted the benefits of the loyalty program and exceeded signup goals by 16%. Successfully executed recruitment strategies to enhance customer engagement by 30%. Resolved 96% of customer questions and issues with a compassionate and empathetic approach.
Education
Degrees, certifications, and relevant coursework
Post University
Bachelor of Science, Legal Studies
Completed a Bachelor of Science degree in Legal Studies. Gained knowledge in legal principles and practices relevant to various fields.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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