Customer Service Quality Control

LAURI MUNGER

***** *. **** ***, ******** AZ ***** ● 623-***-**** ● ************@*****.***

Seeking position that will utilize my customer service skills, organizational abilities and

administrative experience

QUALIFICATIONS

Friendly personality and professional appearance

Hard worker

Ability to prioritize, multi task and meet deadlines

Extremely organized

Excellent communication skills

Supervisory and Customer service training experience

Surgery scheduling experience

Strong decision maker

Keyboard 70 wpm

Proficient in Word, Outlook, FoxPro, Dr2, Healthmatics, Glo EMR, Eclinical

PROFESSIONAL EXPERIENCE

Manager, Medical Receptionist, IT Support Liason

Clinic for Allergy and Dermatology 09/07-7/11

Processed and balanced daily charge sheets

Input physician scheduling

Scheduled MOHS surgeries

Submitted payroll and recorded employee PTO/vacation accrual

Prepared hold charges in timely manner with accuracy

Submitted and printed doctors’ dictation

Processed daily charges, patient and insurance payments

Scheduled appointments, checked patients in/out, collected payments, prepared charts

Typed pathology dictation, recorded specimen slides, confirmation calls, entered/scanned demos

Ordered and maintained inventory of dermatological products for both locations

Staff meeting minutes

Resolved workstation issues relating to EMR, communicated hard/software issues to 3 rd party

Oversaw completion and status of service tickets, created templates

Admin Professional/Medical Receptionist

Champlain Valley Orthopedics, Vermont 3/06-7/07 (relocated)

Greeted and registered patients while assisting them with completion of intake forms

Answered phones and took accurate, detailed messages

Scheduled appointments

Handled all incoming faxes

Collected co-payments and processed credit card payments

continued

LAURI MUNGER ● ************@*****.*** ● 623-***-**** ● Page 2

Input insurance demographics

Opened, sorted and routed mail

Responsible for daily charge slips being complete and accurate

Account Executive

Retailvision (Vermont) 2/99- 3/06

Responsible for verification and quality control of titles and distribution information

Created, maintained and extracted shared database information

Independently managed publisher programs

Directly supported customer service and marketing representatives

Interfaced with all company departments to ensure publisher satisfaction

Problem solved and proactively made improvements

Vermont Teddy Bear 4/97-1/99:

Call Center Supervisor 8/98-1/99

Hired, trained, coached, supervised and evaluated call center representatives

Assigned job responsibilities

Prepared and delivered performance appraisals

Managed performance related concerns

Resolved customer service issues

Assistant Supervisor 10/97-8/98

Assisted Supervisor with above tasks

Monitored phone que, minimized hold time and abandon rate

Set daily goals and tracked results

Observed phone calls and provided feedback

Customer Service Specialist 4/97-10/97

Certified to provide resolutions to irate callers

Authorized to process order changes, credit and reshipments

EDUCATION

Associates Degree in Executive Administration Champlain College

Internship Assistant to VP of Operations, Selectech LTD

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