Customer Service Data
Resume:
Shari L. Smith__________________________
***** ******** *****, ****** *****, MI 49014
Professional Objective
To secure a position utilizing my extensive experience and abilities,
which will prepare me for advancement in a progressive company.
Education
St. Philip Catholic High School, Battle Creek, MI Calhoun Area
Vocational Center, Battle Creek, MI
Qualifications/Skills
* Data Processing/10-Key
* Microsoft Word/Excel
* Adapts quickly to change and new environments
* Displays creative problem solving techniques and works well
with the public
* Excellent communication in written form or verbally while
performing multiple tasks
Work Experience
BATTLE CREEK MEGA CENTER, Battle Creek, MI January, 2009 - Present
Call Center Dispatcher. Dispatch Federal, State and Local Law
Enforcement authorities from a Regional Operations Control Center
covering more than 8,000 federally owned or leased properties in 18
states. Provide quality customer service and technical guidance to all
federal agencies located in assigned regions. Administer and maintain 6
networked computers used to interpret and standardize data for accurate
monitoring, tracking, dispatching and logging. Prepare daily logistics
reports using relevant data from events that occur by retrieving,
categorizing and compiling this data in accordance with established
procedures or special instructions. Collect, analyze and disseminate
data on security and crime related incidents in accordance with
established Standard Operating Procedures (SOPs). Perform searches of
pertinent security-sensitive records and computerized data by entering
accurate personal sensitive information. Analyze, compile results and
answer queries from Federal Law Enforcement officials in the field.
Thoroughly process results in order to validate the accuracy of personal
information receive form the various law enforcement systems including
the National Crime Information Center (NCIC) and the National Law
Enforcement Telecommunications Service (NLETS). Resolve problems and
complaints by effectively communicating between citizens and various
government organizations. Archived and maintained monthly Underwriters
Laboratories (UL) Certifications for alarm system monitoring. Conduct
law enforcement queries for criminal histories, Federal and Local wants
and warrants. Participated and provided input in reconfiguring and
revising the company Training Manual and Standard Operating Procedures
(SOPs). Serve as a liaison to all local police, fire and emergency
department to coordinate emergency responses to federal properties in
area not specifically covered by Federal Protective Service. Process and
evaluate information received, prioritize calls and dispatch required
units and/or agencies.
BATTLE CREEK HEALTH SYSTEM,Battle Creek, MI January, 2006 - February, 2009
Control Desk Clerk. Under general supervision and according to
established policies and procedures, performs a variety of clerical
duties and general clerical support along with providing information and
communication to surgeons and staff of the Surgical Services departments.
Must be proficient with the software (i.e. Cerner, OMNI, Rad-Net, Pharm-
Net, Quest) and demonstrate a thorough understanding of department
charges/charge order set(s), department CDM, and charge capture processes
(including reconciliation and error correction). Performs typing duties,
computer entry, and other related duties as assigned.
ER Registration/Customer Service. Performs patient registration and
insurance verification functions for emergency, outpatient, inpatient,
select, fieldstone and pre-registration to include OB and series
accounts. Serves as liaison between identified customer groups and the
Health System. Collaborates with multi-disciplinary team members and
supports patient/family interests as appropriate. Facilitates the
resolution of customer complaints/concerns and assists with
process/patient flow for the assigned department. Knowledge of patient
care practices and medical terminology with proven ability to analyze,
conceptualize and problem solve. Ability to establish and maintain
effective teamwork relationships; excellent listening skills, strong
interpersonal skills and the ability to establish positive rapport with
both staff and patients and maintain confidentially.
BATTLE CREEK MEGA CENTER, Battle Creek, MI February, 2005 - April, 2006
Call Center Dispatcher. Dispatch Federal, State and Local Law
Enforcement authorities from a Regional Operations Control Center
covering more than 8,000 federally owned or leased properties in 18
states. Provide quality customer service and technical guidance to all
federal agencies located in assigned regions. Administer and maintain 6
networked computers used to interpret and standardize data for accurate
monitoring, tracking, dispatching and logging. Prepare daily logistics
reports using relevant data from events that occur by retrieving,
categorizing and compiling this data in accordance with established
procedures or special instructions. Collect, analyze and disseminate
data on security and crime related incidents in accordance with
established Standard Operating Procedures (SOPs). Perform searches of
pertinent security-sensitive records and computerized data by entering
accurate personal sensitive information. Analyze, compile results and
answer queries from Federal Law Enforcement officials in the field.
Thoroughly process results in order to validate the accuracy of personal
information receive form the various law enforcement systems including
the National Crime Information Center (NCIC) and the National Law
Enforcement Telecommunications Service (NLETS). Resolve problems and
complaints by effectively communicating between citizens and various
government organizations. Archived and maintained monthly Underwriters
Laboratories (UL) Certifications for alarm system monitoring. Conduct
law enforcement queries for criminal histories, Federal and Local wants
and warrants. Participated and provided input in reconfiguring and
revising the company Training Manual and Standard Operating Procedures
(SOPs). Serve as a liaison to all local police, fire and emergency
department to coordinate emergency responses to federal properties in
area not specifically covered by Federal Protective Service. Process and
evaluate information received, prioritize calls and dispatch required
units and/or agencies.
EATON CORPORATION, Marshall, MI, January, 2000 - March, 2004
Machine Cell Technician/Material Handler. Began position as forklift
operator responsible for loading, unloading, and transporting gears and
parts to appropriate areas. Transitioned to reading blue prints, changing
of tool bits, and adjusted machinery to blue print specifications.
Quality control inspection of parts prior to sending to final assembly
line. Duties also included plant cleaning, inventory management, and work
on the assembly line.
KELLOGG COMPANY,(AFFINA) Battle Creek, MI December, 1997 -
January, 2000
Customer Service Representative. Received initial customer claims, gathered
and organized information to be distributed to the appropriate areas.
Monitored opening and closing of claims received by the company. Utilized
fax, color copy machine, and multi-line phones.
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