Entry Clerk Call Center

Millicent J. Kassner

Austin, TX ***** 361-***-****

*********.*******@*****.*** www.linkedin.com/in/millicent-kassner

Professional demeaner, reliable, motivated, and highly detail-oriented with adequate experience managing successful teams, working in a fast-paced inbound call center, while building trust and confidence with clients. Experience with meeting KPIs and call metrics while simultaneously resolving customer issues and working with various software. Excellent time management and communication and listening skills and ample knowledge of privacy laws and regulations.

Education

Associates of Science - Victoria College, Victoria, TX May 2009

Certified Physician Practice Manager – The Singer Enterprise Program, Clearwater, FL March 2012

Bachelor of Science in General Psychology - Capella University - Current GPA – 4.0 May 2023

Job Experience

Clinical Manager 2012 – Present

Superior Physical Medicine (7700 Cat Hollow Dr. Ste. 101 Round Rock, TX. 78681)

Directed and coordinated staff and office activities such as hiring/training, goals/metrics, monthly/annual reports, and performance evaluations; developed and implemented office policies and procedures

Increased retention and morale by establishing a dynamic dialogue with employees and implementing incentives

Maintained client accounts from the first to last appointment, completed file audits of each client, submitted billing for payment and ensured all payments processed, including management of collection accounts

Maintained medical/staff records, liaised with doctors and nurses, coordinated with vendors and couriers, ordered and inventoried medical/office supplies, created materials for patients and staff

Ensured compliance with regulations and medical laws and maintained confidentiality and high ethical standards

Audited clinic operations, reviewed treatment plans and communicated budgets with executives

Marketing Specialist / Client Liaison 2012 – Present

Superior Physical Medicine (7700 Cat Hollow Dr. Ste. 101 Round Rock, TX. 78681)

Organized conferences for medical professionals to discuss services to grow our patient base

Grew our community presence by managing booths at interprofessional networking events and organizing charity runs

Developed interprofessional relationships through cold calling, scheduling, and attending luncheons

Indirectly grew the practice by developing interprofessional relationships through cold calling and stopping by professional offices to schedule meetings to discuss establishing interprofessional relationships.

Exceeded new patient goal by 300% monthly, contributing to fully paid certification and promotion to Office Manager

Supervisor Call Center 2007 – 2012

Spherion (120 S Main St Victoria, TX. 77901)

Trained a team of 25 to maintain metrics and goals, completed quality assurance, and measuring KPIs

Prepared monthly and annual performance reports and created targets/goals for improvement

Started as at CSR level and advanced to Supervisor within first year. And provided support for agents and clients of large business accounts by offering assistance and resolving escalated complaint calls

Professional Development

Psi Chi International Honor Society for Psychology, Capella University Chapter, Member 2021 - Present

The National Society of Leadership and Success, Capella University Chapter, Presidential Member 2021 - Present

Undergraduate Honors Pathway, Completed at Capella University 2022

Received offer for the Student Board of Trustees position at Capella University 2022

References

Dr. Leslie Kirk Tonica Callis Dr. Bryce Cunningham

Owner - Eye2Eye Vision Care Lead Employee Experience & Recruiting Clinic Director - Superior Physical Medicine

843- 327-4000 361-***-**** 512-***-****

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