Support Specialist Customer Service
Resume:
Lesley Ward
East Helena, MT *****
**********@*****.***
My supervisors and peers would describe me as a dedicated leader who has demonstrated proven communication, leadership and teamwork skills, which I hope to leverage and gain new experience through hands on professional growth.
Work Experience
Client Success Specialist
Intermountain Psychiatry Unit - Helena, MT
April 2022 to Present
• Medication Refills
• Creating the agenda and running biweekly psychiatry team meetings.
• Medication questions, reactions, directions, anything clinically indicated.
• Checking/Verifying National Prescription Drug Registry to verify pharmacy fill dates for prescription medications.
• Taking Vitals prior to rooming patients.
• Sending in lab requests for blood work ordered by providers.
• Taking referrals for Intermountain Psychiatry unit.
• Maintaining patients charts
• All administrative duties: Answering phones, scheduling appointments, scanning patients paperwork to their charts, uploading vitals in patients charts, uploading lab results in patients charts, audit chart maintenance for psychiatry unit, sending appointment reminders to patients/family, and discharging patients.
Commercial Unit/Medical Unit Supervisor
Department of Justice, Motor Vehicle Division - Helena, MT September 2018 to Present
• Interpreted laws as written in Montana Code Annotated and apply business processes to ensure law was adhered to.
• Quickly became proficient in FMCSA commercial laws to identify gaps and areas of improvement within the Commercial Unit.
• Led team responsible for ensuring division compliance with all State and Federal Laws related to motor vehicles.
• Terminal Agency Coordinator for CJIN system (Criminal Justice Information Network). This system allows department to investigate specific licensing information nationwide.
• Complied with law through delivery of technical training, daily problem solving and solid decision making.
• Met or exceeded all expectations for projects assigned to my teams.
• Demonstrated quality leadership by assisting and directing personnel who required instruction and support within three bureaus.
• Took on additional duties outside my unit to assist management with credentialing changes due to COVID.
• Work closely with law enforcement and medical professionals to ensure safety of our Montana drivers that have medical conditions that can potentially impair their ability to safely operate a motor vehicle.
• Ensured my team stayed within customers rights under HIPAA regulations with the medical information submitted to our department.
• Coordinated effort to process state-wide license renewals which increased approximately 700% during COVID. Continuing process today.
• Maintained rapid license renewal turnaround with minimal increase in staffing resources. Production Support Specialist
Department of Justice, Motor Vehicle Division - Helena, MT April 2018 to September 2018
• Provided training and technical support to all DOJ MVD team members throughout the State of Montana.
• Assisted with New Employee Orientation (NEO) for those taking a new position with the department.
• Coordinated with and participated on Driver Modernization (DM) project team to provide input on training approach and vision.
• Attended Moodle training in order to create individualized online learning platforms for our department(s) team members.
• Created procedure guides and training documents for all three bureaus within the Motor Vehicle Division.
• Performed system testing using Jama Contour to identify defects and/or issues in credentialing system prior to implementation.
Achieved promotion within five months.
Records and Driver Control Lead Worker
Department of Justice, Motor Vehicle Division - Helena, MT April 2016 to March 2018
• Responsible for training and monitoring progress and audits of DUI/Felony convictions sent to our office from State of Montana Courts and Judges.
• Analyzed and interpreted court orders, judgements and legal correspondence.
• Processed driver reinstatements after suspension or revocation time and requirements were completed.
• Refined communication skills in dealing with difficult customers and revoked drivers.
• Analyzed and processed Habitual Traffic Offenders (HTOs) upon reaching 30pts of violations in three years. This included production the HTO Declaration and updating the MERLIN system.
• Processed insurance and child support suspensions and coordinated with Child Support Services Division.
• Analyze, process and explain the Montana driver record to customers and stakeholders.
• Assisted with general administrative duties and records management.
• Worked closely with all team members to identify any potential coaching opportunities to set my team up for success in their daily work.
Promoted within the Department to Production Support Specialist. Contracted Audit Role
Department of Transportation, Right of Way Division - Helena, MT November 2015 to April 2016
• Assisted in a project preceding an audit to perform preparations and related tasks.
• Attended meetings to ensure continued compliance for future audits.
• Responsible for electronically filing, naming and organizing the Outdoor Advertising Control (OAC) files.
• Responsible for redacting files and performing records compliance.
• Organized and prepared plan sets, then mailed them to their appropriate counties.
• Performed administrative duties that included scheduling meetings, taking calls, receiving and organizing incoming/outgoing mail for the department.
• Surpassed expectations provided by department with regard to timeline. Store Supervisor
Meridian Restaurants/Burger King - Helena, MT
January 1997 to October 2015
• 17 years combined experience as a store supervisor.
• Duties included but not limited to daily operations and planning in a fast-paced environment.
• Performed customer service training.
• Performed cash handling and end-of-day reconciliation.
• Performed workforce management duties such as hiring, terminating and completing paperwork for human resources.
• Facilitated interventions and handled employee relations.
• Administered compensation and benefits.
• Completed weekly food and equipment ordering for business needs.
• Ensured various food handling and safety regulations were followed. Education
Associates Degree in Management
Helena College University of Montana - Helena, MT
September 1999 to December 2000
Department of Justice in Leadership Certification
Helena Academy Training
September 2020
Skills
• Skilled communicator and active listener. Values continuous learning while embracing innovation and change. Can work in both team-oriented and independent environments. Motivated by results, efficiencies and most importantly a passion for helping others and fostering professional growth.
• Business Analysis
• Quality Assurance
• Workforce Management
• Process Improvement
• Test Cases
• System Testing
• Records Management
• Requirements Gathering
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