Enthusiastic Entrepreneur
Resume:
Elizabeth Dunaway
Customer Service Expert/ Boy Mom/ Problem Solving Enthusiast
Warr Acres, OK 73112
********************@*****.***
My polished expertise in customer service has developed in many industries from direct/indirect healthcare, health insurance and billing, collections, data entry and advanced office and team management. My goal is to obtain a position within a family/open environment that will provide a safe space for me to express my passion for providing solutions and guiding people to happiness.
Work Experience
Residential House Cleaner/Caregiver January 2024-Present
•Completed a variety of daily tasks in assistance with elderly and hospice patients
•Scheduled and maintained a personal clientele of 7
• Remained on call and available during 24 hour needed care
• Guided families through end of life process and paperwork such as setting up long term care in a facility, setting up hospice care place within patients home, also guided families through funeral planning and grieving process
Customer Retention Specialist/ Office Manager
Farmers Insurance Group-Oklahoma City, OK
August 2023 to July 2024
• Worked with several different insurance software platforms
• Responsible for outreach to leads and upcoming renewals
• Handled incoming and outgoing phone and email correspondence
• Customer retention, general customer service and claims management duties
• Phone sales and new customer inquiries
Full Time
In Office
35+
Subject Matter Expert (SME), Customer Service Manager, Special Projects Manager, Customer Service Representative
SendaRide-Oklahoma City, OK
(August 2019 to July 2023)
Subject Matter Expert (07/202*-**-****)
• Published training materials and created and implemented the new hire training program
• Published each Standard Operating Procedure (SOPs) for Contact Center
• Published each user guide for different departments
• Followed extensive approval process for each published item
• Handled challenging client escalations
• Performed quality assurance processes for call audits and complaints
Full Time
Hybrid Remote
35+
Customer Service Manager (8/2021- 7/2022)
• Managed, trained and provided direct support to the customer service team of 11 people
• Monitored and ran daily ride operations
• Handled client issues and escalation
• Completed scheduling
• Reviewed and approved payroll
• Lead individual one on one meetings and monitored and reported metrics
• Ran weekly team meeting reporting company wide and department specific updates
• Implemented any changes within the Contact Center
• Dispatching routes and arranging schedules to keep costs down for drivers
• Routing and rerouting to keep down on company losses Full time In Office.
Salary.
Special Projects Manager (10/2020-8/2021)
• Acted as a floater for various department specific tasks
• Managed tasks such as paperwork, invoicing, customer outreach and client escalation
• Providing support when departments had staff shortages
• Accounting, QuickBooks, Microsoft Excel
• Payable and Receivables
• Collections, invoicing and end of month reports
Full time.
Hybrid remote.
Salary
Customer Service Representative (08/2019-10/2020)
• In and out bound calls regarding ride issues
• Direct patient/driver/client support
• Building patient and client and driver profiles and following HIPAA guidelines
• Using Microsoft 360 daily while in compliance with state guidelines
• Direct dispatch and routing
• Schedule adjustment according to patient needs and ride volume
Full time.
In Office.
Hourly.
Crew Member
Loves Country Stores and Truck Stops-Oklahoma City, OK (November 2016 to June 2019)
• Food preparation
• Cash handling, revenue reassurance, and lead cashier
• Stocking, cleaning, front facing
• Following and guiding employees to follow all health care regulations
• Closing and opening duties
FULL TIME
In Store.
Hourly
35+
Education
Associate's degree in General Studies
OCCC - Oklahoma City, OK
August 2008 to May 2010
Certifications and Licenses
Driver's License
August 2024 to August 2028
CPR Certification
First Aid Certification
Skills
• Working knowledge of Microsoft360 (Office/Word/PowerPoint/Excel/SharePoint)
• Trained and Certified through Management Trainee Program
• Ability to understand Complex Mathematics
• Intense Customer Service and Positioning
• Detail and Goal Oriented
• Ability to work in Office and/or Remote and Manage a Team in Office and/or Remotely
• Problem Solving in a Timely Manner
• Ability to Retain Knowledge and Successfully Train Another on Said Knowledge
• Ability to Adapt to Different Duties/Environment Quickly
• Supervising Experience (4 years)
• Operations Control (1 year)
• Office Management (5 years)
• Human Resources Management (4 years)
• Customer Support Specialist (10+ years)
• QuickBooks (4 years)
• Personal Assistant/ Caregiver (10+ years)
• Quality and Document Audit/ Approval (2 years)
• Medical Administrative Support (10+ years)
• Dispatching (4 years)
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