Customer Service Quality Assurance

Melissa K. Hollifield

**** ******* ******

Cincinnati, OH 45209

Home 513-***-****

************@*****.***

Profile A highly motivated, results-focused individual who

possesses strong leadership and successful team building

capabilities, excellent communication and customer service

skills. Recognized for creating stimulating and interactive

learning environments, encouraging participation and

individual contributions, and providing effective, clear, and

concise information in formats that promote high retention

levels. Resourceful problem solver with proven ability to

bring quick resolution to challenging situations as well as

build lasting relationships with customers.

Areas of Expertise . Medical Transcription

. Staff Supervision

. Client Relations/Customer Service

. Project Management

. Training and Development

. Quality Assurance

. Scheduling/Workflow Management

. Sales/Marketing Support

. Real Estate Title Insurance

. Medical Insurance/Laboratory Billing

Education

1988 - 1990 Business

Cumberland College now known as Williamsburg,

Kentucky

University of the Cumberlands

1984 - 1988 H.S.

Withrow High School Cincinnati, Ohio

1982 - 1984 College Preparatory

Walnut Hills High School Cincinnati, Ohio

Work Experience

2006 - Present Medical Transcriptionist

Self-employed Cincinnati, Ohio

Transcribed web-based and tape recorded dictation into

text form in a clear, consistent, accurate, and timely

manner (generally completed within 48 hours of receipt);

Knowledge of related medical terms, procedures, and

medications; Accustomed to fast-paced, high-pressured

positions, demonstrated ability to prioritize multiple

tasks, meet deadlines, and provide quality service; Key

specialties include Orthopedics/Sports Medicine, Spine

Surgery, and Neurology

2001 - 2006 Final Policy and Post Closing Supervisor

First Title Agency, Inc. Cincinnati, Ohio

Supervised two departments: Final Policy and Post Closing;

Assisted in daily and long-term goal setting, problem

solving, and provided oversight to make these departments

run more effectively and efficiently; Helped enact a plan

to eliminate two year final policy backlog; Advanced a two

year backlog to one year in a period of eight months;

Resolved employee issues within my departments; Assisted in

the preparation of final title polices; Prepared remittance

for underwriter, correcting any calculation issues; Working

knowledge of legal real estate documents (deeds, mortgages,

affidavits, etc.), as well as what was required for them to

be valid and recordable; Conducted employee reviews

1996 - 2001 Laboratory Billing Clerk

Health Alliance Cincinnati, Ohio

Keyed patient information, insurance information, and

diagnoses associated with related laboratory tests for

billing; Trained new employees on various insurance

requirements for billing; Assisted in creating an insurance

manual to help train employees; Working knowledge of ICD9

Coding; Knowledge of various medical insurance company

requirements for billing; Intermittently chaired department

meetings; Assisted with quality assurance

Software Applications

. Microsoft Office Suite of products including: Word, Excel,

and PowerPoint

. Corel WordPerfect

. SoftPro

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