Open to opportunities

Michelle Gaskins

@michellegaskins

Message

Compassionate patient advocate with 5+ years in healthcare services.

United States

Message

What I'm looking for

I seek a role in a supportive environment that values patient care and offers opportunities for professional growth.

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

Current

Customer Care Project Specialist

Current

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.

Customer Retention Project Management Data Analysis CRM Customer Support Spreadsheets Sales

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.

Medical Terminology Insurance Verification Patient Intake Customer Service Critical Thinking Conflict Resolution Medical Transportation Data Collection

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%.

Customer Service Process Improvement Inventory Management Merchandising Efficiency Improvement

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%.

Skincare Consultations Upselling Product Knowledge Skincare Consultation Sales Customer Satisfaction

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.

Loyalty Programs Customer Engagement Conflict Resolution Product Knowledge Customer Retention