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Summary
Thank you in advance for this opportunity.  I feel I could be an asset to this position.  I'm currently seeking a new assignment where competency and hard work will be recognized and advancement is based on individual initiative as well as group contribution.  I have great communication skills.  I am very driven and goal oriented.  Also, I know after working for the hospital for nine years now, I have proven to be dedicated, reliable, and hard working.  I am excited for a successful change within these facilities.
Skills
  • Data entry
  • Administrative support
  • HIPAA compliance
  • Documentation
  • ICD-9 coding experience
  • Inventory coordination
  • Client relations
  • Critical thinking skills
  • Work well independently
  • Professional demeanor
Experience
Wise Health System March 2009 to Current Radiology Preregister for Outpatient Admissions
Decatur, TX I currently preregister all Radiology, Respiratory, MRI, Infusion, Sono Imaging, and IVR accounts. As well as preregister all stat accounts that need to be made thoughout the day.  Those duties include printing the required scheduling reports.  I work all accounts at least thirty days out.  Also I call the patient and update their demographic and insurance information.  I make sure the Dr's order, clinicals, and other required information is scanned in properly to document imaging.  I then prepare the packet for our patient so that their registry experience is above and beyond their expectations.  I also have the ability to order any supplies needed in our work area or department. 
Rodeo Pawn April 2007 to December 2008 Assistant Manager Sales Associate
Waco, TX I oversee all pawn transactions.  I supervised all firearm transactions including sales, accountability, and state audits.  I also became very familiar with saddles, tack and a variety of equine products and equipment.  I assisted with the management of three to four persons. 
EZ Pawn August 2006 to March 2007 Assistant Manager
Waco, TX

I oversee all money transactions among ten to twelve licensed pawnbrokers.  Maintained all scheduling duties.  Very familiar with all opening and closing procedures.  Also supervised all firearm transactions including FBI background checks, gun forms, and the process of actually releasing the firearm.
Merry Maids November 2004 to March 2003 Maid
Waco, TX I provided outstanding cleaning services for most homes and businesses.
Billy Bob's Pawn January 2005 to March 2006 Pawnbroker
Waco, TX I successfully bought, sold, and traded merchandise which included all cash functions.  I handled police reports, answered phones, numeric and alpha filing, purged outdated files and created a very strong customer base.  I also took pride in keeping the store clean, well organized, and professional.
Merry Maids March 2003 to November 2004 Maid
Robinson, TX I provided outstanding cleaning services for most homes and business.
Holiday Inn August 2001 to November 2002 Hostess/Waitress
Waco, TX I prepared the restaurant for both breakfast and supper.  Assisted with banquets.  I answered phones and assisted with room services. And all other varies waitress obligations.
American Income Life Insurance Company April 1998 to October 1999 Customer Service Operator
Waco, TX I answered phones, assisted existing policy holders with their policies, handled incoming and outgoing mail, emails, surrenders, and cancellations, including conceptualizing and implementing a new and more efficient filing system.  I processed payments and handled any bank changes. I also designed improved training procedures to help new staff acclimate quickly. Also, I handled minimal policy issue functions.
Holiday Inn Express & Suites August 2001 to November 2002 Hostess/Waitress
Waco, TX I prepared the restaurant for both breakfast and supper and assisted with banquets.  I also answered phones and delivered room service orders; and all other various waitress obligations.
American Income Life Insurance Company April 1998 to October 1999 Customer Service Operator
Waco, TX I answered phones, assisted existing policy holders with their policies, and processed payments or handled bank changes.  I also handled incoming and outgoing mail, emails, surrenders, and cancellations, including conceptualizing and implementing a new and more efficient filing system.  I also designed improved training procedures to help new staff acclimate quickly.  Also, I handled minimal policy issue functions.
Personnel Services June 1996 to September 1997 Customer Service Representative
Mineral Wells, TX

All duties included bookkeeping, answering phone, assist with monthly invoices, data entry, numeric and alpha filing, assist with drug screens and background checks.  Providing the best service in assisting both men and women locate employment.
Personnel Services June 1996 to September 1997 Customer Service Representative
Mineral Wells, TX All duties included bookkeeping, answering phones, assist with monthly invoices, data entry, numeric and alpha filing, assist with drug screens and background checks.  I strived to provide the best service in assisting both men and women locate employment.
Billy Bob's Pawn Pawnbroker
Waco, TX

I successfully bought, sold, and traded merchandise which included all cash functions.  I handled police reports, answered phone, numeric and alpha filing, purged outdated files and created a very strong customer base.  I also took pride in keeping the store clean organized and professional. 

Education and Training
Mineral Wells High School 1996 High School Diploma: Business Math, Business Administraion Mineral Wells, TX, United States I completed the high school equivalency requirements and received certificates in both Business Math and Business Administration.
Activities and Honors
I volunteered and assisted with administrative duties at Weatherford Community College from October 1996-Janurary 1997 in Mineral Wells.  My duties included answering phones and efficiently handling multi-line communications, heavy typing, 10-key by touch, bookkeeping and demonstrated great organizational skills.

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Professional Summary
I am a detail oriented customer service representative looking to re-enter the work force, I consistently exhibit hard work and dedication to every job I pursue.
Skills
  • Type 40 WPM
  • Computer proficient
  • Organizational skills
  • Excellent communication skills
  • Quick learner
  • Proficient in cash management
  • Credit card processing
  • Ledger and balance sheet competency
Work History
02/2000 to 03/2003
Customer Service/Teller Bank One – Tempe, AZ
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Addressed and resolved customer complaints empathetically and professionally.
  • Gathered and verified all required customer information for tracking purposes.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Identified chronic customer issues by creating and maintaining customer complaint log.
01/1993 to 11/1998
Lead Customer Service Operator Los Angeles Fireman's Credit Union – Pasadena, CA
  • Provided an elevated customer experience to generate a loyal clientele.
  • Operate communication systems, such as telephone, switchboard, intercom, or public address.
  • Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
Education
High School Diploma: Pasadena High School - Pasadena, CA

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Professional Summary
I am a skilled Team Leader committed to addressing customer concerns with speed, accuracy and professionalism. A Team Leader who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. A Customer Service Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.

I am a hands-on hardworking customer-focused team leader with a proven capacity to troubleshoot issues to ensure customer satisfaction. A dedicated leader with demonstrated ability to train, manage and motivate team members to achieve organizational objectives.

Highly enthusiastic Team Leader with ten years of Call Center experience in Outbound, as Customer Service Representative/Supervisor in Sales and Market Research. A Customer Service Representative at Vodafone in Billing and Accounts Department.

Energetic and reliable Team Leader/Customer Service Representative with in-depth knowledge of Call Center environments, Account Management and Training

Customer Service Professional highly skilled in call center management, training, recruiting, service solutions, and innovative marketing concepts.

Call Center Representative with expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette.

Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving.

Energetic [Job Title] with strong time management skills who thrives in a fast-paced, dynamic environment.
Skills
I am a skilled Team Leader committed to addressing customer concerns with speed, accuracy and professionalism. A Team Leader who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. A Customer Service Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.

I am a hands-on hardworking Customer-Focused Representative with a proven capacity to troubleshoot issues to ensure customer satisfaction. A dedicated leader with demonstrated ability to train, manage and motivate team members to achieve organizational objectives.		 Highly enthusiastic Customer Service Representative with ten years client interface experience. I have ten years of Call Center experience in Outbound, as Customer Service Representative/Supervisor in Sales and Market Research. A Customer Service Representative at Vodafone in Billing and Accounts Department.

Energetic and reliable Team Leader/Customer Service Representative with in-depth knowledge of Call Center environments, Account Management and Training.
Work History
Team Leader Nov 2013 - Current
TMC, The Message Centre – Call Centre Inbound Melbourne, VIC
  • Answering and Messaging Services. 
  • Contact Centre Services and Solutions. 
  • Telemarketing, Market Research & Lead Generating Services. 
  • After Hours Support & Escalation Management.  

Ensuring that staff are motivated, monitored and measured in line with company targets and performance standards. Responsible for making sure that any gaps in performance or quality are quickly identified and addressed. Producing accurate reports on team performance for senior managers.

Team Leader Responsibilities
  • Analyse the volume of calls. Answered as well as abandoned calls on a daily basis. 
  • Monitor call center agent performance on a per shift basis. Resolve escalated customer queries that are not being solved by the inbound Customer Service Agents. 
  • Ensure the successful operation of the call center.
  • Maintain key accountability for call center performance and look for ways to improve the call centre's performance. 
  • Mentoring and Training up junior and new staff. 
  • Dealing with and resolving problems and issues which arise. Motivating the team to achieve high standards and KPI targets. Handling new clients accounts ensuring all administrative are entered correctly. 
  • Praise team members and creates a positive working environment. Providing prompt and accurate information on individual performance. 
Supervisor/Trainer Mar 2010 - Nov 2013
TMC, The Message Centre – Call Centre Inbound Melbourne, VIC Australia
 Responsible for managing a team of operators. The role is to ensure individual operators are performing against targets, reviewing their performance and coaching/training them to do so. The role is responsible for keeping the operators informed of what is happening in the centre and anything that may impact on the operators.

Supervisor Responsibilities
  • 80% of the role was working as a call centre operator.
  • Complete daily handover sheet.
  • Management of escalated calls.
  • Support to call centre operators. Maintain key accountability for call centre performance and look for ways to improve the call centres performance.
  • Generate reports to assess the centre's performance in order to highlight problem areas and identify improvement actions. Management of sick leave and subsequent coordination of staff and breaks. 
  • Monitor queue and track inbound calls. Keeps operators aware of inbound calls, calls waiting, abandonment rate, etc. 
Customer Service Operator Mar 2008 - Mar 2010
TMC, The Message Centre – Call Centre Inbound Melbourne, VIC Australia
 The role is to make or take telephone calls on behalf of an organisation in order to fulfill customer requirements. The role can be to sell products or services, provide customer service and undertake customer research. It is the operators role to answer phones for clients as their receptionist or their overflow service. This involves the operator delivering client messages via sms, alphanumeric pager and email or combination of each within 2 seconds from call completion and if required messages are relayed via direct telephone contact or live transfer to the relevant person if required.
Education
High School Diploma: Wesley College Auckland, New Zealand
  • University Entrance.
  • Higher School Certificate. 
  • Girls Premier Soccer.
  • Girls Soccer Trophy - outstanding player.
  • School Prefect.
  • Franklin Rose Croix Trophy for the best all around girl.
  • Aaron Bates Memorial Trophy for the Senior.
  • Agriculture/Horticultural. 
  • Sixth Form Certificate. 
  • School Certificate. 

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