Medical Transcriptionist Customer Service
Resume:
C AREER OBJECTIVE
EXPERIENCE
Samantha Maynard
Ashland, KY, 41102
*****************@*****.***
Hard-working professional with 17.5 years of experience and a proven knowledge of data entry, records management, and report generation. Aiming to leverage my skills to successfully fill the Human Resources role at your company.
J&M MAYNARD ENTERPRISES, INC, Ironton, OH
Human Resources, Accounts Payable, Accounts Receiv, Apr 2012 - Jun 2021 Served as the Human Resource Coordinator. Handled all daily bookkeeping operations, including Accounts Payable, Accounts Receivable, Invoicing, Inventory Tracking, Financing, Payroll, accepting cash/Credit Card payments, collection calls and checkbook reconciliation. Human Resource Manager duties included, but not limited to, attendance tracking, employee payroll deductions, set up new hire files (including W-4 and I-9 Forms), new hire reporting and establishing a time card and profile in Soft Time XP. •Utilized time management skills to accomplish the tasks of several different positions. •Maintained a current accounts receivable through invoicing, monthly statements and collection calls. •Worked closely with CPA by performing all aspects of bookkeeping and then reporting the required information to them for periodic audits.
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AT&T, Grayson, KY
Customer Service/eCare Manager, Feb 2009 - Jul 2011 Managed a team of 30-45 employees who performed customer service via email. Monitored and reviewed their emails to ensure that proper resolution and standards were met, ensured they were being handled in a timely fashion, as well as JD Powers touch points Show You Care techniques.
•Trained new QA (Quality Assurance) Teams proper procedures for reviewing and grading employees emails. •Trained nee QA Teams to utilize Kana to find, search and review emails.
•Practiced a high standard when training new teams that brought tangible results to their customer satisfaction statistics.
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Call Center Absence Manager, Jan 2006 - Feb 2009
Managed all aspects of employee attendance for over 1,000 employees. Managed employees of FMLA, Short Term Disability and other company approved leaves of absence. Kept in contact with employees on leave and ensured their leave gained approval from third party vendors. Controlled and coordinated the return to work process. Responsible for maintaining No Call No Show policy for all employees at the call center. Approved timesheets for direct reports. •Handled employee escalations, including terminations, suspensions, disciplinary actions, attendance issues and payroll issues. •Administered ADA process for the call center. •Communicated company policies and procedures to customer service representatives, managers, union stewards and third party vendors. •Answered and explained all payroll and benefits oriented questions or concerns for all employees.
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AT&T, Grayson, KY
Customer Service Manager, Jul 2003 - Jan 2006
Used knowledge of company systems, products, services and leadership skills to oversee and guide employees to meet performance and customer service objectives. Monitor live and recorded calls to ensure proper quality and productivity was occurring. Offered employee coaching and development training when necessary. •Managed 15-35 customer service representatives.
•Administered appropriate disciplinary action to team members when necessary. •Handled escalated customer complaints and utilized escalations as a method to train and develop staff.
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3428 Ridgeway Drive Ashland, KY, 41102 606-***-**** *****************@*****.*** EDUCATION
ADDITIONAL S K I L L S
C ERTIFICATIONS
REFERENCES
University of Phoenix
Phoenix, AZ
Associates in Business Arts (Jan 2009)
• Organizational Skills.
• Excel
• Year-End Close
• Accounts Payable
• Invoice Processing
• Verbal And Written Communication
• Accounts Receivable Management
• Management Experience
• Human Resources
• Certified Medical Transcriptionist
References available upon request
3428 Ridgeway Drive Ashland, KY, 41102 606-***-**** *****************@*****.***
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