Customer Service Administrative Assistant

S hilonda M. Savage

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

Baltimore, Maryland 21206

Phone: 443-***-**** Email: ********@*******.***

Profile Summary: Dedicated professional with over 10 years experience in administrative,

customer service field that includes a full spectrum of clerical skills: i.e., administrative

assistance, and data entry.

Work Experience:

06/2012-PRESENT JOHNS HOPKINS HEALTH SYSTEM

Patient Access Specialist I I

• Receive inbound contacts (calls, emails, faxes, etc.) from

patients and physicians requesting services within

J HM I. Coordinate complex appointment scheduling

l inking consults and ancillary services required for

assigned specialty services within the department,

maintaining patient demographic and insurance pre-

registration information in appropriate department

scheduling system(s) (Meditech, IDX, OCIS, MOSAIQ or

EPIC). Provide patients with information on physicians,

d irections to locations and educational materials.

A nswer patients or physicians questions. In terviews

callers to obtain full understanding of what information

is being requested. Provide high quality customer

service on every call. Promote teamwork and call center

success. Responsible for satisfying the customer and

maintaining the image of JHM.

01/2010-02/2012: Baltimore Gas and Electric

Customer Relation Representative

• Handle inbound calls from customers regarding

i nquiries/complaints for gas and electric emergencies,

b illing, and collections.

• Develops operational knowledge of the personal

computer to enter and make adjustments to customer

I nformation System (CIS)/Guidance orders.

• Acquires and demonstrates knowledge of company

operations, special programs, the CIS/Guidance related

satelli te systems to assist in the resolution of inbound

customer inqui ries.

• Demonstrates ability to use effective communication

skills combined with good-judgment to analyze and

r esolve routine customer contacts.

• Develops and demonstrates effective crisis management

skills involving gas and electric emergencies.

• Complies with the requirements of essential personnel

s tatus.

02/2005-09/2009 Toyota Financial Services

Reinstatement CSR

• Took Inbound calls from customers to resolve their

delinquencies

• Report repossessed vehicles to all major credit bureaus

• Cancelled warranties

• Charged off accounts

• Treasurer for (Associate Involvement Commit tee)

• Provided budget updates to management

01/2000-02/2005 State of Maryland Central Collection Unit

Administrative Assistant

• Screened incoming correspondence and referred those of

i mportance or interest to appropriate staff.

• Review correspondence prepared for signature

• Give advice and instructions to satellite offices of

correspondence preparation and requirements

• Use automated software to produce a variety of

documents; e.g., word processing, data for

correspondence and standard reports; and graphics

software to provide graphic symbols, charts and graphs.

• Transmit ted and received documents and messages

electronically.

• Make contact with delinquent customer in person and

over phone to make arrangements.

Education:

Strayer University: AA Degree in Business Management 06/2010, currently attending to

complete BA Degree in Human Resource Management

Certification: Johns Hopkins Hospital Skill Enhancement Program: Medical Terminology

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