Ailey O’Toole

Young, tech-savvy customer service expert with experience

in freelance writing and editing

Raleigh, NC 27615

919-***-****

addz1x@r.postjobfree.com

EXPERIENCE

PATIENT CARE REPRESENTATIVE MCPHERSON FAMILY EYE CARE

11/2019-PRESENT

· Answer phones in the Call Center as needed to respond to inquiries made by patients, vendors, insurance companies and other medical facilities.

· Handle phone calls from patients and pharmacies regarding prescription medications, refills, and prior authorizations.

· Screen and route patient calls to other departments efficiently, ensuring accurate registration, appointment scheduling and follow-up appointment scheduling in database.

· Schedule patients for five optometrists and the optical department according to scheduling protocols.

· Verify patient insurance information and obtain authorizations for upcoming appointments through major medical coverage

· and routine vision coverage.

· Verify and maintain patient medical records according to office protocol.

· Place and process contact lens orders.

· Notate patient issues in chart and relay all messages and concerns to doctors and technicians.

FREELANCE WRITER SELF-EMPLOYED 01/2016-PRESENT

· Write, edit, and proofread drafts, checking for conceptual or grammatical errors

· Coordinate with managing editors and administrative staff

· Perform online and on-the-ground primary research for blog posts, articles, and other content

· Pitch articles to third-party websites for publication

· Produce, edit, and customize content for online platforms such as Medium, LinkedIn, and Facebook

· Write clear marketing copy to promote products and services

· Create and edit a variety of content for commercial and individual clients through Fiverr.

BARTENDER MELLOW MUSHROOM, RALEIGH, NC 03/2019-11/2019

· Conducting new hire training

SKILLS

· Microsoft Office Suites -

Proficient

· Vendor Management

· Business to Consumer Sales

· Customer Service

· Content Creation and

Management

· AP Style, MLM Style, Chicago

Style - Proficient

LANGUAGES

English- Fluent

French- Fluent

REFERENCES

Renee Rose, Freelance

Client, 919-***-****

Steve Bucklad, Manager at

Mellow Mushroom

919-***-****

Jimmy White, Owner of

Bison and Bull Tavern

919-***-****

Liz Hinson, General

Manager of Bison and Bull

Tavern 919-***-****

Sydney Johnson, Assistant

Manager of Pizza La Stella

806-***-****

· Problem-solving and resolving customer complaints and issues

· Performing cost-benefit analysis of existing and potential customers BAR MANAGER BISON AND BULL TAVERN 08/2017-03/2019

· Managing liquor vendors

· Decreased liquor costs by collaborating with liquor vendors and created monthly cost analysis estimates for restaurant resulting in increased profits

· Working directly with vendors, creating cost analysis plan estimates for management for new products, heavily contributing to cost savings

· Supplying upper management with reports on customer needs, problems, interests, competitive activities and potential for new products and services

· Maintaining effective working relationships with customer and amplified customer base

BARTENDER BAD DADDY’S BURGER BAR, RALEIGH, NC 02/2017-09/2017 SERVER AND BARTENDER PIZZA LA STELLA, RALEIGH, NC 09/2016-02/2017 SERVER GREEN VALLEY GRILL, GREENSBORO, NC 07/2016-09/2016 WRITING CENTER CONSULTANT UNC-GREENSBORO WRITING CENTER, GREENSBORO, NC 08/2015-12/2016

· Worked one-on-one with students to establish goals for writing assignments

· Responded to student assignments in relation to student intentions, concerns and goals

· Provided instruction as needed, discussed writing strategies and skills with students, and suggested options based on student goals. STAFF WRITER, OPINIONS SECTION UNIVERSITY OF NORTH CAROLINA AT GREENSBORO CAROLINIAN NEWSPAPER 08/2015-11/2016

· Reviewing copy and made recommended changes using in-house style guides for error-free documents

· Writing and editing long- and short-form copy for blogs, websites, social media, presentations, training materials

· Increasing user engagement through managing social media and other digital content

· Writing, editing and producing stories for multiple platforms, including digital chanel and print formats

· Researching and writing 2-3 pieces per week for The Carolinian

· Evaluating and following up on news leads and news tips to develop story ideas

EDUCATION

BACHELOR OF ARTS: ENGLISH, MINOR IN FRENCH UNIVERSITY OF NORTH CAROLINA AT GREENSBORO

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