Customer Service Call Center

Kwalita Terrell

*** **** *** ** ***** South Holland, IL 60473 708-***-**** ****************@*****.*** PROFESSIONAL PROFILE

Customer service-oriented professional who is able to coordinate workflows and communicate effec vely with co-workers, pa ents, and staff. Follows policies, procedures, and guidelines to ensure quality. Maintains and safeguards pa ent privacy and confiden ality.

Follows direc ons to ensure accurate and mely comple on of du es.

Manages me and priori es in mul task environments.

Strong wri en and verbal communica on skills.

Microso Office Applica ons - MS Excel, MS Word, MS PowerPoint; Typing Speed: 35 WPM. KEY QUALIFICATIONS

Business Opera ons Prac ce Structure Leadership & Management Medical Administra ve Procedures Healthcare Ethics HIPAA Compliance Accoun ng Payroll Appointment Scheduling Insurance Verifica on CMS 1500 Processing Co-Payments UB-04 Insurance Billing Procedures Insurance Claim Cycle Medical Terminology Electronic Health Records (EHR) Electronic Medical Records (EMR) Health Records Management Medical Records Management Human Resource Management Organiza onal Improvements Interpersonal Professional Communica ons EDUCATION AND PROFESSIONAL DEVELOPMENT

Ul mate Medical Academy Associate of Science Degree - Healthcare Management, 2021 Adonis College of Nursing - Dolton, IL Cer fied Nursing Assistant (CNA) Program, 2020 Completed externship at South Holland Manor Care in South Holland, IL from 04/2020 - 05/2020 PROFESSIONAL EXPERIENCE

Record Connect Call Center - Remote, IL 07/2021 – present Release of Informa on Specialist

Processed duplicates for medical records

Handled requests and inquiries from pa ents

Verified pa ent’s iden ty

Accessed computerized pa ent records

Priori zed release of informa on requests

Retrieved medical records

First Source Call Center - South Holland, IL 04/2021 – 06/2021 Remote Customer Service Representa ve

Kwalita Terrell (cont.)

Interact with customers via inbound calls to resolve customer inquiries.

Verify eligibility benefits and maintain client records by upda ng accounts as necessary.

Resolve customer complaints by determining the cause of the complaint and selec ng the best course of ac on to resolve the ma er.

7- Eleven - Palos Heights, IL 10/2020 - 01/2021

Customer Service / Cashier

Performed a variety of tasks including training staff, order prepara on, and assis ng customers.

Took orders, operated cash register, accepted payments, and maintained a clean and organized worksta on.

Worked in a team environment and communicated effec vely with managers and co-workers. McDonald’s - South Holland, IL 04/2017 - 11/2020

Crew Trainer / Cashier / Customer Service

Performed a variety of tasks including training staff, order prepara on, and assis ng customers.

Took orders, operated cash register, accepted payments, and maintained a clean and organized worksta on.

Worked in a team environment and communicated effec vely with managers and co-workers. South Holland Manor Care - South Holland, IL 04/2020 - 05/2020 Externship

Assisted with ac vi es of daily living - personal hygiene, mobility, and feeding.

Performed services in a mely and professional manner.

Documented and reported changes in pa ent habits, condi on, and ac vi es.

Handled medica on administra on.

Subway - South Holland, IL 10/2016 - 01/2017

Crew Member / Cashier / Customer Service

Completed cleaning and stocking of restaurant, managed inventory, and drew informa on for financial reports.

Assisted customers, prepared food to customer specifica ons, accepted payments, and operated cash register.

Answered customer ques ons and complaints and stocked food goods when supplies ran low. Stay at Home Parent - South Holland, IL 11/2015 - 09/2016 Stay at Home Parent

Ensured household du es were completed and managed household budget.

Coordinated medical care, meals, and social ac vi es.

Remained deadline-oriented and reliable while adjus ng priori es and managing me wisely. Dollar Tree - South Holland, IL 05/2010 - 10/2015

Retail Cashier / Stocker / Customer Service

Interacted with customers in a posi ve manner and demonstrated a high level of customer service.

Scanned merchandise, processed retail transac ons, accepted payments, and stocked shelves.

Worked as a team member to ensure customers received the best possible service.

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