Customer Service Help Desk

Cedric Wells

***********@*****.*** 404-***-**** Smyrna, GA

WORK EXPERIENCE

Avery Partners/Wellstar Hospital Atlanta, GA

Medical Scheduler Mar 2025

• Scheduled appointments through inbound telephone communication, ensuring exceptional customer service.

• Utilized Epic scheduling Decision Trees to efficiently arrange appointments across various service lines.

• Demonstrated comprehensive knowledge of scheduling policies and procedures for service lines.

• Verified insurance payors using real-time eligibility checks to maintain data accuracy.

• Coordinated appointment schedules to optimize healthcare service delivery.

• Maintained detailed records of interactions and scheduling activities within the system.

• Contributed to a streamlined scheduling process, enhancing patient satisfaction and operational efficiency. StreamLabs Water Smyrna, GA

Help Desk Analyst Feb 2024 - Jul 2024

• Provided comprehensive customer support by advising on water leak detection solutions, coordinating equipment installation, resolving inquiries through system navigation, and ensuring satisfaction through diligent follow-up, all while adhering to service quality standards and company policies.

• Achieved a 30% increase in sales through effective customer engagement and strategic upselling. Greensky Atlanta, GA

Back Office Fulfillment Lead Nov 2018 - Jan 2024

• Directed a team in managing back office functions, encompassing research, responding to inquiries, and assisting with account management.

• Worked closely with multiple departments to maintain and improve standard operating procedures, aligning with regulatory compliance.

• Communicated critical issues to senior management and facilitated extensive training for new staff members.

• Enhanced departmental efficiency by 20% through process improvements, effectively resolving merchant and customer concerns.

Alorica Kennesaw, GA

Human Resources Manager Oct 2011 - Aug 2018

• Managed a team of 15 associates addressing complex customer issues, including billing escalations and equipment setup.

• Traveled nationwide to assist partner call centers in achieving company performance metrics.

• Acted as the primary contact for the call center to ensure daily performance expectations were met.

• Led coaching and development initiatives for paraprofessionals, enhancing team capabilities.

• Conducted interviews and background checks as part of the talent acquisition and onboarding process.

• Developed Action Plans and performance management memos to address employee conduct and performance issues.

• Formulated strategies and implemented policies to foster employee development and company growth. EDUCATION

May 2005

Bauder College

Associate in Merchandising

Atlanta, GA

SKILLS

Strong Follow Up Skills • Articulate With a Friendly and Compassionate Phone Voice • Strong Computer Skills Including MS Office • Communications Support • Data Entry • Clarify • Citrix • Kronos • LMS • CRM Software • iOS

• Android • Data Manager • Teamviewer Contact Center Inbound/Outbound (Heavy Call Volume) • Switchboard • Medical Claims and Medical Billing, Insurance/Medical Insurance Financial/Soft Collections and Sales. • Salesforce • Slack • Greensky • proficiency in Microsoft Excel • familiarity with data management software • attention to detail • communication • critical thinking • Epic • Data Entry Proficiency • Typing Speed and Accuracy • Critical Thinking • Database Management • Microsoft Excel • Employee Relations • Talent Acquisition • HR Compliance

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