Call Center with Medical Receptionist and Case aide experience
Resume:
VALRENA T. DEMPSEY
RECEPTIONIST / DATA ENTRY / CALL CENTER
**************@*****.***
***** ****** ****** **. *** 212 ABQ, NM
OBJECTIVE
I am an energetic, dependable, and ambitious candidate searching to contribute my experience for a long-term employment. Receptionist 10+ years’ experience providing face to face and over the phone etiquette customer service to variety of age groups. Data entry specialist 7+ years' experience has trained me to be focused, attentive to details and excel with 55-65 wpm and 11,500 KPM. One year experience in a Call center has given me the opportunity to work without supervision. Actively listening, notating complaints and resolving request and providing straightforward information. The greatest key lesson I’ve learned is asking questions, if needed, and patience.
SKILLS & ABILITIES
Bilingual (English & Navajo)
60 WPM
11,500 KPM
Microsoft Skills
7+ years Data Entry
10+ years Receptionist
12 months Call Center Representative
EXPERIENCE
12/2023-05/2024 Bank of America, Call Center Representative Alorica Staffing Agency
Needed multiple screens to navigate BOAs applications and client’s information. Demonstrated phone etiquette, fulfilled client’s request, notated and resolved complaints/documentation while following FDIC mandated guidelines. Entrusted with accessing BOA’s clients’ live banking information, such as: name, SS #, Tax ID, account number, routing numbers, transactions, and money. Training allowed High Risk Access to performed client’s needs. Daily, I worked without supervision. Weekly huddles, mandatory training and coaching.
04/2022-04/2023 Bilingual Call Center Representative Terra Staffing Agency
Provided exceptional services to resolving and intake inquiries regarding legal settlements via phone and email. Demonstrated daily phone etiquette, computer/technology skills, and using company database to obtain sensitive client information. Completing depositions, call logs to establish proper documentation in a timely manner, while meeting quota. Collaborating closely with PM’s and supervisor relating to IVR recordings interpretation. Assisted with help to fellow bilingual (Navajo) speaking representatives with protocol or questions. Advocating for clients when needed.
11/2021-03/2022 Warehouse Associate, Amazon Fulfillment Center Albuquerque, New Mexico
Amazon was a challenging environment within a 10-hour shift that involved walking, bending, standing, and lifting 50 lbs. or more. Flexibility to rotate to other departments. I attended daily mandatory training and/or meetings with supervisors/team leads. Frequently, used equipment: RF scanners, computer, printer, conveyer (power set), ladder, pallet jack, kindles, computer systems and company applications. Accomplished certified in TDR and leadership as Team Ambassador.
12/2020-04/2021 Mail Clerk, J.P Morgan
Randstad Staffing Agency
Daily norm to sorted, processed and registered over 200 applicants. Each application had sensitive material such as personal information, live checks, credit cards, social security numbers, and bank information daily, etc. Efficiently completed each case with minimal to no errors, while succeeding weekly quotas. Adapted to frequent modifications or adjustments to protocol, locations, guidelines, and procedures. Worked without supervision. Responsible for keeping my work area clean and tidy while also adhering to Covid-19 protocols.
10/2020-12/2020 Data Entry Specialist, J.P Morgan
Randstad Staffing Agency
Daily operations consisted of extracting and exporting substantial number of applicants’ personal, and banking information to generate into JP Morgan database for process. Expected to interchange between multiple screen monitors and company applications without errors to meet quota. Willing to transition to different departments to help with backlogs and potential gain new skills. Maintained CDC guidelines Covid-19 protocols. 01/2020-04/2020 Case Aide, State of Arizona
Randstad Staffing Agency
Administrative duties to maintain a steady flow throughout the day, regarding appointments, cancellations, confirming, rescheduling, taking messages, corresponding to emails, routing calls to appropriate departments, and updating calendars for eight support coordinators. Data entry typing skills to type home visitation reports for each support coordinator, daily. Frequent resource software usage, while preserving HIPPA guidelines and procedures: DDD Arizona applications, Microsoft, and State database. Due diligence while managing sensitive information to organize each support coordinator’s filing system. Joined and recorded vital information on need-to-know basis meetings. 06/2018-08/2019 Data Entry Specialist, US FOODS
Randstad Staffing Agency
Daily norm software applications while using multiple computer monitors: Microsoft Excel, Word, Access, company email, and US Food database. Entered information to generate calculation cost for the Northern Arizona School Districts for yearly, and quarterly expenses into excel spreadsheets and extracting data from Microsoft word via email. Which reveals cutbacks, increases or equivalent disbursements. I provided reliability to deliver each task with no errors.
11/2017-06/2018 Housekeeping, Phoenix Inn & Suites Phoenix, Arizona
Responsible for gathering cleaning supplies, fresh linens, and equipment. Assigned to clean up to 20 – 35 rooms, daily. Crucial expectations to help other housekeepers to meet check-ins time for guest. Random checks by supervisors for cleanliness and domestic duties. If tasks were completed early, then participation was expected for laundry duties. Working independently was a requirement.
10/2016-10/2017 Bilingual Medical Support Receptionist, Tsehootsoi Medical Center
Fort Defiance, Arizona
I thrived to present myself professionally in greeting and assisting patients with checking in, organizing up-to-date medical information, prioritizing urgent cases, and daily phone etiquette
(confirming, cancelling, rescheduling, reminders, callbacks etc.) to give accurate information. The duration of my employment, I was able to give my time to help coordinate different projects to help the community. The “Diabetes awareness”, “Healthy life for baby” and “Veterans Association Health Project”, which directly correlated with the dental department. My duties and responsibilities included maintaining a tidy workspace, operating fax machines, computers, printers, scanners, restocking office supplies, sending mail for upcoming appts, responding to emails and conferring with the dental assistants. I’ve used company database and RPMS, combined with patient’s sensitive information
(DOB, name, address, SS number, mother’s maiden name, etc.) to establish proper identity before providing information. I attended meetings, huddles and trainings.
02/2009-06/2015 Bilingual Secretary, Chinle Department of Youth Chinle, Arizona
Demonstrated CRS, office equipment knowledge, daily attendance phone etiquette, consulted and coordinated with various departments throughout the Navajo Nation: regarding social community events and job fairs to contribution empowerment for dine youth. Distributed, received and processed summer hiring applications. Demonstrated strong public speaking skills to facilitate orientation, veteran meetings and community events. I traveled with my supervisor, Shawna Claw, to attend and record meetings. I learned to be dependable, reliable and resourceful. EDUCATION
05/2011 General Education, Diploma
Rough Rock High Community School
03/2020 Certificate Administration, Incomplete
Gateway Community College
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