Customer Service Call Center
Resume:
Mallorie Grady
St. Louis, MO *****
**************@*****.***
Professional Summary
Customer service oriented professional backed by administrative, retail, and call center experience. Able to coordinate workflows and communicate effectively with co-workers, patients, and staff. Follow policies, procedures, and guidelines to ensure consistent quality. Maintain and safeguard patient privacy and confidentiality.
· Academic Honors Recognition / Dean's List / Honor Roll.
· Ultimate Medical Academy – HIPAA Essentials for Healthcare Professionals Certificate.
· Communication skills necessary to deal effectively with patients and healthcare providers.
· Attention to detail needed to maintain high levels of accuracy.
· Strong time management skills with ability to establish priorities to meet timelines.
· Communication Platforms – Zoom, Skype, Google Meet, MS Teams.
· Microsoft Office Applications – Word, Excel, Outlook, PowerPoint Type 60 WPM. Willing to relocate to: Saint Ann, MO - Bridgeton, MO - Normandy, MO Work Experience
Medical Administrative Assistant
Ultimate Medical Academy-St. Louis, MO
November 2023 to April 2025
Introduced to the following concepts:
· Medical terminology and general medical office procedures.
· Customer service and performing administrative duties such as patient processing, medical records management, release of information, medical billing, and basic ICD-10 and CPT coding.
· Electronic Health Records (EHR), CMS 1500 claim forms, Medicare, and Medicaid.
· Medical ethics and compliance including HIPAA privacy and security guidelines. Customer Service Representative – Remote Call Center Equifax-Earth City, MO
January 2024 to November 2024
· Served as initial contact, answered inbound calls, and responded to tax related questions.
· Disputed inaccurate employment information and data freeze.
· Documented activity in customer accounts in an accurate manner and ensured confidentiality.
· Entered customer account data and communicated in a clear and concise manner. Customer Service Representative – Remote Call Center Wells Fargo Advisors-St. Louis, MO
June 2023 to October 2023
· Interacted with customers via inbound and outbound calls to provide assistance with brokerage and funds.
· Identified customer needs, provided resolutions to problems, and followed established procedures.
· Entered customer account data and communicated in a clear and concise manner.
· Documented activity in customer accounts in an accurate manner and ensured confidentiality. Appointment Scheduler – Hybrid
Quest Diagnostics-Maryland Heights, MO
December 2022 to April 2023
· Communicated with clients via inbound and outbound phone calls, scheduled appointments following protocols, and entered demographic information.
· Maintained scheduling system to ensure records were accurate and complete.
· Communicated with staff regarding patient concerns and provided quality customer service.
· Followed HIPAA guidelines to ensure confidentiality of private information. Inside Sales Representative
Spectrum-Saint Ann, MO
September 2021 to November 2021
• Consistently exceeded monthly sales targets by XX% through proactive prospecting and effective closing techniques
• Provided exceptional customer service to clients, addressing inquiries, resolving issues, and ensuring high levels of satisfaction
• Utilized CRM software to track sales activities, manage customer relationships, and generate accurate reports on sales performance
• Implemented effective follow-up strategies to nurture leads and convert them into paying customers
• Trained new team members on product knowledge, sales techniques, and best practices for achieving success in inside sales role
• Provided feedback to product development team based on customer needs and preferences
• Identified opportunities for process improvement within the inside sales department leading to increased efficiency
• Consistently achieved high levels of customer satisfaction as measured by post-sales surveys
• Conducted product demonstrations for potential customers, highlighting key features and benefits
• Collaborated with sales team members to share best practices, strategies, and success stories Customer Service Representative – Call Center
Concentrix-Hazelwood, MO
February 2018 to July 2020
· Supported customers as first point of contact via inbound and outbound calls, identified customer needs, provided information, and answered questions.
· Documented activities and interactions in an accurate and thorough manner.
· Maintained confidentiality of private information. Dietary Aide
Parkwood Skilled Nursing and Rehabilitation Center May 2017 to October 2017
· Cooked and prepared food orders, paid close attention to detail to ensure accuracy of special dietary requirements, and maintained clean and sanitary conditions.
· Ensured customers and families received the highest quality of service in an attentive and responsive manner.
· Worked as part of a team and interacted with diverse customers and staff members. Customer Service Representative – Retail
Kohl's-Saint Charles, MO
October 2011 to August 2016
· Provided excellent customer service with active listening to determine customer needs.
· Interacted with customers, sold and upsold merchandise, answered questions regarding products, recommended, selected, and helped locate best product to match customer needs, and handled final sale.
· Operated cash register, scanned merchandise, accepted payments, and ensured accuracy of cash drawer.
· Worked as part of a team and interacted with diverse customers and staff members. Education
Associate of Science Degree in Health Sciences – Medical Administrative Assistant,
Ultimate Medical Academy
November 2023 to April 2025
Skills
• Communication skills
• Patient Registration
• Check Out
• Microsoft Office
• Medical Records Management Check In
• Organizational skills
• Customer service
• Microsoft Excel
• Medical Terminology
• Phone etiquette
• Release of Information
• English
• Data Entry
• HIPAA Compliance
• Medical Administrative Assistant
• Medical Transcription Patient Processing
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