Resume - ****

MS. VERONICA Y LEWIS

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

Oshkosh, WI 54901 US

Mobile: 254-***-****

Home: N/A

Email: adotmu@r.postjobfree.com

Remote Contact Center Agent (Work from Home)

A.W. Companies

12725 43rd St. NE 201

St. Michael, MN 55376 United States

Dates of Employment: 03/2017 - Present

Salary: 24,000.00 USD Per Year

Hours per week: 8

Job Type: Permanent

Work Schedule: Full-Time

Duties and Related Skills:

Attracts potential customers by answering product and service questions; suggesting information about other services. Process bulk high-dollar orders and fulfill customer needs to ensure customer satisfaction.

Requires a high school diploma or equivalent. Rely on instructions and pre-established guidelines to perform the functions of the job. Works under virtual supervision. The target is to ensure excellent service standards and maintain high customer satisfaction.

Job functions:

· Open and maintain customer accounts by effectively verifying and recording account information

· Resolve problems by clarifying the customer's complaint; determining the cause of the problem; selection and

explaining the best solution to solve the problem; expediting correction or adjustment

· Contribute to team effort by accomplishing related results as needed

· Manage large amounts of incoming calls

· Identify and assess customers’ needs to achieve satisfaction

· Build sustainable relationships of trust through open and interactive communication

· Provide accurate, valid and complete information by using the right methods/tools

· Meet quality expectations and KPIs

· Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure

resolution

· Follow communication procedures, guidelines and policies

· Go the extra mile to engage customers

· Resolve customer complaints via phone

Skills:

· Proven customer support experience

· Track record of over-achieving quota

· Strong phone contact handling skills and active listening

· Familiar with CRM systems and practices

· Customer orientation and ability to adapt/respond to different types of characters

· Excellent communication and presentation skills

· Ability to multi-task, prioritize and manage time effectively

· Customer Service

· Product Knowledge

· Quality Focus

· Documentation Skills

· Listening Skills

· Phone Skills

· Resolving Conflict

· Multitask

· Patience

· Positive Attitude

· Attention to Detail

· People Oriented

· Analysis

· Problem Solving

· Organizational Skills

· Adaptability

· Ability to Work Under Pressure

· Computer Skills

Social Services Assistant (Psychiatry) (Federal job)

Carl R. Darnall Army Medical Center, Department of Psychiatry

Bldg. 36000 Darnall Loop

Fort Hood, TX 76544 United States

Dates of Employment: 03/2009 - 12/2012

Salary: 34,000.00 USD Per Year

Hours per week: 8

Series: 0186 Pay Plan: GS Grade: 09

Job Type: Permanent

Work Schedule: Full-Time

Duties and Related Skills:

- Performed duties as Behavioral Health Care Coordinator for Soldiers redeploying from Iraq, Kuwait and Afghanistan and other foreign countries for assistance with acute illness, combat stress, traumatic brain injury (TBI), community adjustment, addictions, and other mental health problems.

- Conducted function assessments, based on 30 minute triage appointments and referring clients to specialty care services as appropriate and identifying high-risk patients and providing case management and crisis intervention services and measuring outcomes to interventions.

- Assisted with providing and initiating appropriate referrals and appointments with behavioral health care providers on and/or off-post and ensuring that continuation of care was always available.

- Initiated community-based services, including information and referral for additional services from other VA programs, other government programs and community agency programs.

- Maintained case files for each client including follow-up action

initiated, changes and follow-up appointments. Contacted clients to conduct weekly or biweekly safety checks and for continuity of care if needed.

- Prepared clear concise notes with explicit impression, recommendations and plan for PCP review within 24 hours.

- Routinely consulted with PCP and other team members about plan of care for patients and followed up with clients to ensure quality care.

- Knowledge and skill in the use of computer software applications for drafting documents, data management, and tracking, especially those programs in use by VHA.

- Performed all other duties as assigned.

Supervisor: Mr. Mark Kennedy 254-***-****)

Okay to contact this Supervisor: Yes

Lead Medical Data Technician (OA) (Federal job)

Carl R. Darnall Army Medical Center, Department of Pathology

Bldg. 36000 Darnall Loop

Fort Hood, TX 76544 United States

Dates of Employment: 06/2003 - 03/2009

Salary: 28,000.00 USD Per Year

Hours per week: 8

Series: 0326 Pay Plan: GS Grade: 06

Job Type: Permanent

Work Schedule: Full-Time

Duties and Related Skills:

- Performed duties as Lead Medical Data Technician overseeing six team members, distributing and balancing workload and tasks, monitoring the status and progress of work, making adjustments in accordance with established priorities, quality and departmental standards.

- Assured timely completion of assigned work and in cases of personnel shortages due to scheduled or unscheduled leave, assisted by filling in where needed and/or redistributing workload to ensure smooth workflow and efficiency.

-Coordinated new and on-the-job training of team members in the accomplishment of tasks/projects, proofread material to assure spelling, grammatical and typographical correctness and conformity with instructions, guidelines and policies.

- Provided information to the supervisor concerning recommendations for staff promotions, reassignments, recognition of outstanding performance, and personnel needs.

- Extracted and compiled patient workload reports from the Composite Healthcare System (CHCS) monthly and notified supervisors and individual providers of delinquent end of day (EOD) encounters within CHCS and the Armed Forces Health Longitudinal Technology Application (AHLTA). Maintained oversight of template management and ensured that all provider templates were IAW CRDAMC policies.

- Addressed team member’s complaints and suggestions and directed their concerns to supervisor or appropriate staff for rectification if necessary.

- Initiated and tracked all personnel actions and awards in a timely manner prior to deadline and produced various administrative and clinical reports, letters, technical papers, graphs, spreadsheets, written documents, evaluations and rosters upon request.

- Prepared and submitted time sheets for 130 employees into the Automated Time and Attendance and Production System each pay period prior to deadline. Contacted employees and supervisors when time sheets were due and needed to be approved and assisted in resolving leave problems and any other discrepancies.

- Prepared and issued governmental travel request and travel authorizations/vouchers using the Defense Travel System (DTS) including lodging and transportation in accordance with travel regulations.

- Received incoming and outgoing correspondence, mail, publications, and regulations and ensured proper distribution. Prepared and tracked requisitions for office supplies, printing support/related materials and maintained/retired office files IAW Army Policies.

- Performed all other duties as assigned.

Supervisor: LTC Anthony Green (Lab Manager) 254-***-****)

Okay to contact this Supervisor: Yes

Medical Data Technician (OA) (This is a federal job)

Carl R. Darnall Army Medical Center, Department of Pathology

Bldg. 36000 Darnall Loop

Fort Hood, TX 76544 United States

Dates of Employment: 04/1998 - 06/2003

Salary: 27,000.00 USD Per Year

Hours per week: 8

Series: 0326 Pay Plan: GS Grade: 05

Job Type: Permanent

Work Schedule: Full-Time

Duties, Accomplishments and Related Skills:

- Transcribed voice recordings of highly specialized medical dictations for eight specialized laboratory Pathologists to provide a permanent record of autopsies, biopsies and other medical examinations performed throughout CRDAMC for Medical Records.

- Utilized extensive medical terminology, medical documentation requirements and ICD-9 coding to complete accurate patient records.

- Edited, revised and clarified all inconsistencies, discrepancies and inaccuracies in the medical dictations as well as extracting information from the patient's history, consultation notes and physician's orders for identification of the final record and ensuring that proper medical terms were used.

- Operated Composite Health Care System (CHCS) and networked dictation and transcription equipment to complete assignments in a timely manner prior to cutoff and delivered transcribed documents to the proper pathologist and keeping with specific time frames daily production reports.

- Received incoming calls from clinical and other staff assisting them with issues such as instruction on dictation processing or locating missing dictation.

- Maintained dictation and transcription equipment, computers, assessed condition and reported necessary repairs or replacement.

- Performed Receptionist/Administrative Support (bi weekly) at front desk, receiving incoming calls and appropriately referred requests for laboratory test information to various departments within the laboratory. Ordered appropriate blood tests requested by physicians for patients using CHCS and the Armed Forces Health Longitudinal Technology Application (AHLTA) and interacted with physicians and clinical staff to avoid testing and administrative problems or delays.

- Reviewed incoming and outgoing correspondence for accuracy according to established regulations and ensured that all outside (civilian) providers received laboratory results in a timely manner via fax or mail.

- Performed all other duties as assigned.

Supervisor: LTC Carl Stacey (Chief) 254-***-****)

Okay to contact this Supervisor: Yes

Education:

University of Central Texas Killeen, TX United States

Bachelor's Degree 06/1994

Major: Social Work

GPA: 3.5

Credits Earned: 183 Semester hours

Relevant Coursework, Certifications: Bachelor of Social Work (BSW).

Job Related Training:

1. 07/93 - 10/93 Clements Boys & Girls Club (Internship).

2. 02/94 - 05/04 Families in Crisis (Internship).

Language Skills:

Language: English

Spoken: Advanced

Written: Advanced

Read: Advanced

Affiliations:

N/A - N/A

Professional Publications:

N/A

References: Listed Below

Additional Information:

- Performance Appraisals were always above average during rating periods.

- Army Monetary Awards for exceptional performance.

- Typing speed 70+ wpm.

Three Non-Related Professional References:

1. Name: Ms. Cheryl Turner

Title: Patient Advocate

Organization: Carl R. Darnall Army Medical Center, Ft. Hood, TX 76544

Relationship: Work Associate

Phone Number: 254-***-****

Email Address: adotmu@r.postjobfree.com

2. Name: Mr. Garland Haynes

Title: Ombudsman

Organization: Carl R. Darnall Army Medical Center, Ft. Hood, TX 76544

Relationship: Work Associate

Phone Number: 254-***-****

Email Address: adotmu@r.postjobfree.com

3. Name: Ms. Laura Ladson

Title: Social Services Assistant

Organization: Carl R. Darnall Army Medical Center, Ft. Hood, TX 76544

Relationship: Co-worker

Phone Number: 254-***-****

Email Address: adotmu@r.postjobfree.com

Contact this candidate