Customer Service Manager
Resume:
Yorkville, Illinois *****
Heather M. Voelz 847-***-**** (cell)
630-***-**** (home)
OBJECTIVE To find a position in a team oriented company where I can use my creativity and
communication skills to work with people and advance in the company.
QUALIFICATIONS 2 years of college majoring in Business Administration and Management at Northern
Illinois University and the College of Du Page.
5 years managerial experience
20+ years sales/customer service experience
WORK HISTORY
RECEPTION/FRONT DESK REPRESENTATIVE/SURGERY SCHEDULER
November 2009-Present
SURGICAL PRACTICE, LTD.
Responsibilities include answering of a multi line phone system, scheduling patients,
accepting/collecting co pays and co insurance amounts. I am responsible for all patient
paperwork, including entering them and their medical history into our data base. I also
follow up on patient care on behalf of our surgeons. I am responsible for making charts
and getting together all patient reports and records. It is also my job to keep up with and
on top of all patient recalls and making sure they get scheduled back in for procedures
and follow ups. I also do collections and setting up of payment plans. I pre-cert
insurance and schedule surgical cases at the hospitals/surgery centers. We have EMR,
and I have experience with EPIC and Allscript systems.
RECEPTION/FRONT DESK REPRESENTATIVE
September 2008- November 2009
ADVANCED PHYSICAL MEDICINE OF YORKVILLE
Responsibilities included answering of a multi line phone system, scheduling patients,
accepting/collecting co pays and co insurance amounts. I am responsible for all patient
paperwork, sorting mail, mail merging, hosting a meeting once every 8 weeks, and
helping with collections and claims.
BILLING/PURCHASING/INVENTORY CONTROL CLERK
January 2008-August 2008
ALL LINE, INC.
Responsibilities included helping to answer the incoming calls, writing up orders,
entering and inputting orders, adjusting inventory, researching and purchasing of our
products. I also get the deposits ready for all incoming checks.
PART TIME NANNY
May 2007-September 2007
JASON AND KRISTI FREDERICK
Responsibilities included all aspects of caring for a preemie infant. I fed him,
distributed medications, played and worked with him, changed him, and put him down
for naps. I also did light housework as well.
PART TIME OFFICE/SECRETARY
November 2006-March 2007
DSM ENTERPRISES
Responsibilities included answering a multi-line phone system, entering bills, creating
jobs and folders from blue prints, doing the daily deposits, creating spreadsheets and
forms. I process mail and all UPS/FedEx packages.
BILLING AND ACCOUNTS RECEIVABLE CLERK
July 2003-September 2006
HAYDEN’S ATHLETIC
Responsibilities included answering multi-line phone system, entering and balancing of
the daily incoming checks, doing the daily deposits, balancing the cash drawer in the
warehouse. I also do billing for 9 salesmen, and the collections and follow-up for these
9 salesmen. I have sales goals for billing per month I must meet, and account for all of
their open orders. I also run daily billing reports, and am responsible for making sure
they balance.
PATIENT SERVICES REPRESENTATIVE
September 2000 – May 2003
HEALTHSOUTH DIAGNOSTIC CENTER
Responsibilities included accounts payable, answering of phones and the scheduling of
patients, calling and communicating with referring physicians, verifying and billing
insurance, excepting co-payments and co-insurance, posting of patients, in charge of
setting up/ filing/ logging of all medical files, and entering/ registering all patients into
the computer.
ASSISTANT MANAGER
April 2000 – August 2000
ELGIN STATE BANK
Responsibilities included the balancing of the Bank Vault, ATM and Coin machine,
Supervising of all teller lines and also balancing of tellers drawers, Cash handling and
balancing of all three branch locations, and ordering of all Cash for branch.
BRANCH MANAGER
ASSISTANT MANAGER
April 1999 – April 2000
TCF BANK
Responsibilities included interviewing, staffing, scheduling, sales goals for employees,
making and meeting department goals, payroll, cash handling, cash orders, audits,
open/closing, balancing vaults and ATM, opening checking/savings/CD’s, IRA
accounts, selling stocks and bonds, teller transactions, handling customer service issues.
DEPARTMENT MANAGER
August 1998 – March 1999
June 1995 – October 1997
FINLAY FINE JEWELRY (LEASED THROUGH CARSON PIRIE SCOTT)
Responsibilities included hiring and scheduling of employees, employee reviews,
conducting inventory, assigning sales goals for employees and department, prototype,
designing merchandise displays, sales, payroll, data entry, customer service.
ASSISTANT MANAGER
October 1997 – August 1998
AEROPOSTALE
Responsibilities included scheduling of employees, conducting inventory, designing
merchandise displays, sales, payroll, interviewing and hiring of employees.
ASSISTANT MANAGER
February 1995 – June 1995
J. BAKER, INC. ( LEASED THROUGH CARSON PIRIE SCOTT)
Responsibilities included scheduling of employees, assign sales goals for employees,
conducting inventory, designing merchandise displays, sales, making and meeting
monthly goals.
EDUCATION
1994 – 1995 College of DuPage; Glen Ellyn, IL
1993 – 1994 Northern Illinois University; DeKalb, IL
REFERENCES
Debbie Hankin Reception/ Surgical Practice, Ltd.
Emily Ferree-Humphrey Surgical Scheduler/Surgical Practice, Ltd.
Jennifer Murillo Medical Assistant/Surgical Practice, Ltd.
Tammy Snider Collection Manager
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