Customer Service Representative

Carla Skyberg

*** ******* **. *******, ** ***** ************@*****.*** 608-***-****

Professional Summary

Enthusiastic professional with 20 years of experience in customer relations and training, seeking to use those skills in an administrative capacity. Have a positive attitude and am skilled at dealing with sensitive situations. Am dependable and well-organized with a strong work ethic, and take pride in being an asset on the teams I work with.

Experience

CITY OF MADISON - WATER UTILITY - Madison, WI 2022 - Present

Customer Service Representative

●Thrives well in a high paced billing department.

●Greeting customers and processing monetary transactions in person.

●Handling multiple phone calls, transferring calls, conferencing calls, and using language line solutions.

●Liaise closely with field dispatch to ensure timely resolution to issues.

●Assisting in calls about water usage, invoices, and setting up new service.

●Working with Title Companies to collect final meter reads, determining meter type installed.

●Completing move in/move outs while offering exceptional customer service.

●Helping customers in person and virtually with accessing and troubleshooting the online portal.

●Processing leak adjustments, rebates, and processing refunds. Completion of Real Estate Documents.

●Filing meter shop applications.

●Work closely with the field service and meter shop to set up accounts for new construction.

●Use different systems, such as Tyler, Tyler Cashiering, NAA, City Works, City Assessors, and Access Dane.

●Handling mail as needed and distributing to appropriate departments. Documenting returned mail in customer accounts.

PEOPLEREADY - Madison, WI 2018 – 2022

Staffing Specialist

●Managed recruitment of new applicants, assisted them through the employment process, and matched them with open positions ensuring a good fit between the job seeker and customer.

●Ensured workers are appropriately dispatched to job sites, customer orders are serviced and filled, and payouts are timely.

●Processed payroll for temporary workers in a timely manner according to standardized payroll processes.

●Provided customer service to existing customers and associates by maintaining regular communication and fostering professional relationships.

●Regularly handled complaints, settled disputes, and resolved grievances and conflicts.

UNITY POINT HEALTH - Madison, WI 2015 – 2017

Epic Analyst

●Implementation and support of ongoing Epic Ambulatory application.

●Troubleshoot issues on a daily basis and worked closely with other teams to ensure appropriate resolution, including covering day, evening, and weekend on-call coverage.

●Recommended adjustments and improvements for Epic Ambulatory software to superiors.

●Assist in training and mentoring of staff.

CTG HEALTH SOLUTIONS - Dallas, TX 2015 - 2015

Senior Consultant

Children’s Healthcare of Atlanta, GA -

●Responsible for the build, implementation and go-live support for four multi-disciplinary departments.

●Built all aspects of each specialty including profiles, departments, navigators, smart tools, preference lists, results routing, flow sheets, and custom history.

●Collaborated with other Epic teams to ensure adequate testing.

●Worked closely with all trainers and assisted in training classes to answer any specific build/workflow questions.

CEG ADVISORY - Newton, MA 2014 – 2014

Senior Consultant

WellStar Health Systems, Kennesaw, GA

●Lead for Kennesaw State University go-live. Lead analyst for Gynecological Oncology and Urogynecology.

●Built, validated and tested product prior to go-live.

●Lead departmental meetings with Physicians, DPO, and management team to develop the scope of the project.

●Worked as workflow analyst, lead builder, and departmental contact, including direct contact with physicians, staff and management.

LEIDOS HEALTH - Indianapolis, IN 2010 – 2014

Senior Consultant

●Worked at client sites as business analyst, application builder, and clinical application specialist for implementation and optimization of Epic Ambulatory clinical software. Client sites were:

Children’s Healthcare of Atlanta, GA (5/2013 – 10/2013). Worked one-on-one with end users, including MD’s and other clinical staff, to create “Smart Tools” and provide one-on-one support.

Children’s Healthcare of Atlanta, GA (7/2011 – 2/2013). Led go-live for Children’s Orthopedics of Atlanta.

Met one-on-one with each of the 30 MD’s and >15 nursing staff to gauge skills.

Mount Sinai Medical Center, Miami, FL (1/2011 – 6/2011). Worked on system build and provided implementation support for primary care, urology, neurology, & pain management departments. Created test scripts, tested interfaces and delivered classroom training for providers and clinical staff.

Ruby Memorial Hospital, Morgantown, WV (10/2010 – 12/2010). Completed Procedure Records, Chief Complaints, “Smart Tools” and Charge Capture for orthopedics/sports medicine, fertility, and urgent care departments.

HEWLETT-PACKARD - Madison, WI 2009 – 2010

Business Analyst

●Worked collaboratively with the State of Wisconsin, Department of Health Services to research, analyze, validate and document business requirements and provide service to ensure individuals receiving Medicaid were appropriately served.

UW HEALTH - Madison, WI 2008 – 2009

Application Builder / Post Production Support

●Acted as liaison with clinical management, systems analysts, IT director, and main help desk teams, as well as medical staff to implement and optimize Epic Ambulatory software.

●Collaborated with other Epic teams to ensure all applications worked efficiently.

●Provided second level support to end users and six on-site analysts.

DEAN HEALTH SYSTEMS - Madison, WI 2001 – 2008

Patient Care Assistant / Clinical Application Specialist (2001 – 2008)

●Worked collaboratively with key partners and clinical staff to assure full utilization and functionality of the Epic Ambulatory system throughout southwestern Wisconsin.

●Included desk side support to the physicians and nursing staff.

●Developed training materials, maintained records to track and monitor competency, and evaluated and provided feedback to trainers on educational outcomes of classroom training.

Education

Epic University, Verona, WI

Certified in Epic Ambulatory, 2005 – 2015

Madison Area Technical College, Madison, WI

Associate Degree in Applied Sciences, Human Services – Dean’s List, 2000

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