Customer Service Call Center

Shelly S Peterson

+1-817-***-**** *********@*****.***

WORK EXPERIENCE

Customer Service Call Center Representative Independent Contractor, Liveops July 2024 - November 2024

• Demonstrated extensive product knowledge to assist customers in making informed decisions.

• Facilitated effective communication with clients to ensure clarity and understanding of their needs.

• Enhanced customer satisfaction by resolving issues promptly and providing exceptional service.

• Implemented problem-solving techniques to address customer inquiries and challenges efficiently.

• Managed calls proficiently, ensuring timely responses and maintaining a positive customer experience. Customer Service Call Center Representative Independent Contractor, Working Solutions March 2023 - July 2024

• Managed customer inquiries efficiently to enhance satisfaction and maintain strong client relationships.

• Delivered accurate product information to customers to assist in informed decision-making and promote engagement.

• Resolved complaints effectively to ensure customer retention and improve overall service quality. Contact Tracer, MCI

December 2020 - April 2021

Served as a Contact Tracer for Covid-19.

Called individuals who tested positive for

Covid-19 for the State of Iowa, and interviewed

them regarding symptoms, pre existing

conditions, hospitalization, travel, work and

close contact exposure and reported

information to the State. Educated contact on

quarantine and virus guidelines

Sales Associate - Electronics Department, Walmart

June 2019 - October 2019

Served as a key member of the Electronics

Department.

Greeted customers, and assisted them with

their electronic needs. Used cash register and

credit card machine to ring up purchases.

Received,opened and sorted electronic products

and restocked them to proper location on the

shelves.

Patient Care Unit Clerk, Baylor Medical Center Irving February 2010 - January 2013

Baylor Medical Center at Irving

Irving, TX

Healthcare Services

Served as a key member of the Day Surgery Unit,

as both a Unit Secretary, and Patient Care

Technician.

• Consistently praised for efficient handling of

administrative duties (e.g., answering phones,

maintaining medical records, patient

processing, order entry, and charge entry) that

allowed

doctors and nursing staff to focus on the health

concerns of their patients.

• Demonstrated proficiency in vital signs, as well as in performing venipunctures, diagnostic

procedures and ancillary tests (e.g., EKGs,

bladder scans, I-stat, and pregnancy tests).

• Ensured the cleanliness, sanitation and

maintenance of all facilities, exam rooms and

equipment.

• Followed hospitals quality assurance and

control program. Improved patient

care/satisfaction ratings.

• Reacted calmly and effectively in emergency

situations, and added the personal, caring touch

that immediately put patients at ease.

Triage / Medical Assistant, Tiena Health

October 2005 - January 2008

Healthcare Services

Serve as a key member of interdisciplinary

healthcare team for a busy family medical

practice. Assist seven MDs as well as PA's and RN

team in ensuring optimal patient care and

smooth daily functioning of office. Key Results:

• Consistently praised for efficient handling of

administrative duties (e.g., answering phones,

scheduling appointments, maintaining medical

records, and patient processing,) that allowed

doctors and nursing staff to focus on the health

concerns of their patients.

• Demonstrated proficiency in taking patient

medical histories and vital signs, as well as in

performing venipunctures, injections and

various diagnostic procedures and ancillary

tests (e.g., EKGs, immunoassays, chemistry

analysis, hematology, urinalysis and minor

office procedures).

• Ensured the cleanliness, sanitation and

maintenance of all facilities, exam rooms and

equipment.

• Helped implement practice’s quality assurance

and control program. Efforts ensured

compliance with HIPAA, CLIA and OSHA

regulations; improved patient

care/satisfaction; Reacted calmly and

effectively in emergency situations, and added

the personal, caring touch that immediately put

patients at ease.

Insurance Follow up and Customer Service, Pediatrix October 2003 - September 2005

Responsible for reviewing accounts receivable

and credit balances. Heavy daily contact with

insurance companies and patients to resolve

billing issues and filing appeals.

Troubleshooting accounts, evaluated managed

care contracts and payments for correctness.

Extensive work with Excel based reports, daily

work on GPMS,OBR and windows based programs.

Healthcare Services, Pediatrix Medical Group, Inc. November 2001 - September 2005

• Executed efficient billing procedures to ensure accurate and timely processing of patient accounts.

• Implemented quality assurance measures that improved service delivery and enhanced patient satisfaction. Healthcare Services, Medical Edge Healthcare Group, Inc. January 1999 - December 2000

Worked in customer service and insurance

follow-up departments for an 80 physician

billing company. Answered incoming patient and

insurance calls. Assessing account balances,

correcting and appealing claims. Answered

incoming correspondence from patients as well

as insurance companies. Responsible for

verifying claim status, processing refunds to

patients and insurance companies. Helped in

training new hires and managing production.

Medical Office Receptionist / Medical Assistant, North Plano Medical Assistant Plano March 1993 - June 1996

Maintained check-in and check out desk in busy

internal medicine office utilizing peg board

system them upgrading to computers using

ProManager software. Answered multi-line

phone and assisted patients with appointments.

Prepared referrals to specialist. Performed

Medical Assistant duties when needed.

Venipuncture, EKG, Clia Approved lab test.

SKILLS

Account Receivables, Answer Phones, Appeals, Cashier, Clerical Skills, Collection Management, Contact Center, Customer Service, English Speaking, Hematology, Inbound Calls, Insurance Claims, Managed Care, Medical Assistant, Medical Records, Mobile Phone, Patient Care, Receptionist, Scanning, Scheduling, Secretarial, Surgery, Triage, Troubleshooting

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