Customer Service

JULIE ARNOLD

*** *** **** ****** *** *** LAKE MARY, FL 32746

Phone: 386-***-**** E-Mail: ***********@*****.*** Skills

Leadership (5 years), Strong work ethic (10+ years), Problem Resolution (5 years), Microsoft 365 (1 year), Microsoft Excel (10+ years), Microsoft Word (10+ years), Microsoft Outlook (10+ years), Microsoft Lync (4 years), Computer assisted dispatching (CAD) (2 years), Real time adherence (RTA) (2 years), Avaya Software (5 years), Kronos Software (4 years) Objective

Dedicated and motivated person with proven leadership and organizational skills with over fifteen years of customer service seeking to apply my abilities for a position that will continue to challenge me and allow for future growth and advancement. Experience

CMS / ADT -Longwood, FL JAN 2008 – CURRENT

Emergency Call Center Assistant Supervisor

Assisted manger in managing alarm monitoring representatives; De-escalated supervisor requested calls; Cross-trained agents in video surveillance, inbound phones, two-way intercom and medical device areas; Assisted agents in providing exceptional customer service by conducting quality assurance on phone call recordings; Assisted manager with special projects such as creating useful training flow sheets, study guides using Microsoft Word. Also tracked employees attendance and break overages using Kronos payroll & Microsoft Excel software.

The Wyndham Resort –Daytona Beach, FL JUN 2007 –DEC 2007 Guest Service Agent

Issued room keys and escort instructions to bellhops; Kept records of room availability and guests' accounts, manually or using computers; Recorded guest comments or complaints, referring customers to managers as necessary; Contacted housekeeping or maintenance staff when guests reported problems.

Burlington Police Department - Burlington, VT FEB 2005 –MAY 2007 Emergency Communication Specialist

Interacted with callers requesting emergency/ non-emergency response or service via business line and 911 phone lines; Recorded and maintained accurate computerized summaries of all emergency calls using computer-aided dispatch systems; Monitored radio communication channels for police, fire and ambulances. Researched Vehicle registration, Drivers license registration, and Warrants.

Fletcher Allen Health Care –Burlington, VT JAN 2004 –FEB 2005 Registration Representative I

Registration of emergency /non-emergency patients. Acquired demographic, insurance and billing information; Verified insurance, obtained authorization to bill and consent to treat/ admit patients. Answered phones, and other office details; Maintained patient privacy and confidential patient information; Ensured HIPAA compliance. Education / Special Training

High School Diploma AUG 1998 –JUN 2002

National Registry Emergency Medical Technician-BASIC JUN 2002– JUN 2006 National Registry Emergency Care Attendant SEPT 2000– JUN 2002

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