Customer Service Information Systems

ROLANDA AGEE

Phone: 256-***-**** Email address: *******.****@*****.***

LinkedIn: https://www.linkedin.com/in/rolanda-agee-52b093149 MULTI-FACETED PROFESSIONAL

BUSINESS ADMINISTRATION CUSTOMER SERVICE RECORD MANAGEMENT Results-oriented professional with over 5 years of diverse experience spanning customer service, management information systems, hospitality, and process improvement. Proven success in thriving within performance-driven cultures, implementing best practices to meet business objectives, and ensuring unparalleled customer satisfaction. Known for proactive collaboration and adept relationship-building skills, I bring a track record of dependability and administrative excellence. Demonstrated proficiency in delivering initiatives that drive business efficiency and foster profitable growth while consistently ensuring optimal performance. I am eager to leverage this extensive background to contribute effectively to a dynamic organization.

CORE COMPETENCIES

Data Recording - Business Acumen - Customer Service - Cross-functional Collaboration Effective Communication - Records Management Software - Professional Resiliency - Problem-Solving PROFESSIONAL EXPERIENCE

Patient Accounting Customer Service Rep - Huntsville Hospital, 12/2022 - 05/2023

● Investigated and resolved billing variances meticulously, ensuring the accuracy and currency of the system to maintain a streamlined and error-free patient accounting process.

● Proactively monitored outstanding payments, engaging with relevant parties to secure prompt payments and promptly rectify billing issues, contributing to efficient revenue cycle management.

● Upheld the highest standards of patient confidentiality and compliance with HIPAA guidelines, ensuring the secure handling of patient information in all interactions.

● Managed a high-volume workload by answering over 60 customer calls daily with minimal wait times, showcasing efficiency and a customer-centric approach.

● Work effectively with medical payers such as Medicare, Medicaid, and commercial insurance to obtain timely and accurate payments

● Provided exceptional customer service by addressing billing inquiries, ensuring timely responses, and actively contributing to increased customer satisfaction.

Server - Tee’s Place 08/2021 - present

● Proficiently operated POS terminals to streamline order processing, facilitate bill splitting, and accurately calculate totals, ensuring efficient and error-free transactions.

● Maintained a vigilant presence in dining areas, proactively ensuring safety compliance and promptly addressing customer needs to uphold a positive and secure dining environment.

● Fostered meaningful connections with patrons, contributing to the establishment's success in generating repeat business through consistently delivering exceptional customer service.

● Demonstrated a proactive approach in addressing customer concerns, emphasizing a commitment to enhancing the overall customer experience. Effectively escalated issues to management for timely resolution.

● Welcomed patrons with a friendly demeanor, adeptly handling inquiries, and strategically recommending specials, thereby actively contributing to increased sales and overall profitability. Maintenance Clerk - Kinder Morgan 12/2018 - 05/2022

● Managed supply levels judiciously, meeting expected demands while staying within budgetary targets, demonstrating effective resource allocation and cost-conscious practices.

● Proactively engaged with vendors to procure necessary equipment and tools, ensuring timely availability to meet organizational demands and support operational efficiency.

● Managed expenditure agreements for projects exceeding $10k, ensuring accurate documentation and compliance with financial protocols.

● Established and implemented an efficient file system, enhancing data gathering and presentation criteria, and conducted staff training to ensure seamless utilization.

● Conducted rigorous quality audits and improvement reviews, verifying the integrity of documentation and enhancing overall maintenance processes.

● Coordinated efficient maintenance schedules, optimizing system performance and minimizing downtime through strategic planning and execution

Intern - Department of Army Pathways 06/2018 - 09/2018

● Actively engaged in research initiatives to align with the goals and objectives of both the employer and the assigned department, contributing valuable insights to ongoing projects.

● Provided essential support in various administrative tasks, gaining a comprehensive understanding of industry processes and enhancing organizational efficiency.

● Fostered effective collaboration with supervisors, contributing to the preparation and submission of detailed reports and spreadsheets for thorough review and strategic decision-making.

● Leveraged the opportunity to learn advanced skills from seasoned professionals, consistently seeking ways to enhance personal and team contributions to meet and exceed expectations. Package Handler - FedEx Home Delivery 11/2016 - 05/2018

● Employed hand-held scanners and daily production sheets to meticulously track parcel movement, ensuring accurate record-keeping and efficient order fulfillment.

● Adhered to precise customer instructions regarding item placement and special handling considerations, demonstrating attention to detail and commitment to meeting customer expectations.

● Expertly loaded completed orders onto pallets in accordance with delivery numbers, optimizing efficiency in the packaging and shipping process.

● Safeguarded company inventory by consistently maintaining and organizing storage areas, contributing to a systematic and secure warehouse environment.

Hospitality Assistant - Huntsville Hospital 10/2014 - 07/2015

● Collaborated seamlessly with healthcare teams to identify and address needs, playing a pivotal role in supporting daily objectives and ensuring a cohesive work environment.

● Conducted regular inspections and testing of equipment, verifying proper functioning to meet treatment requirements and maintain a high standard of operational efficiency.

● Played a key role in the patient experience by assisting in meal selection, meticulously recording all meals provided, and contributing to the fulfillment of nutritional needs.

● Demonstrated leadership by training staff on departmental policies and procedures, fostering a team-oriented culture and ensuring a comprehensive understanding of operational protocols.

● Provided exceptional hospitality services by responding to visitor questions, offering directions, and escorting them to their destinations, contributing to a positive and welcoming environment for all stakeholders. EDUCATION

B.S of Business Administration in Management Information Systems - Alabama A&M University Graduated - 05/2018 High School Diploma - Sparkman High School Graduated - 05/2012 Certifications & Organizations

Osha 10 Certified 11/16

Phi Beta Lambda Business Fraternity, Inc. 12/17

TECHNICAL SKILLS

Microsoft Office (Word, Excel, PowerPoint, Outlook), Google Suite (Docs, Sheets, Slides, Gmail), Alice 2.0, Maximo

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