Call Center Customer Service

CV

JUDITH ROBERTS

Address: Jackson, MI *****

Email: ******.**.*******@*****.***

Phone: 602-***-****

PROFESSIONAL PROFILE

Accomplished supervisory leader with over two decades of progressive experience in customer service operations, healthcare administration, and call center management. Demonstrated expertise in quality assurance protocols, team development, and operational efficiency optimization. Proven track record of managing cross-functional teams, implementing training programs, and maintaining high-quality service standards across diverse industries including healthcare, hospitality, and telecommunications. Core Competencies: Leadership Development Quality Assurance Healthcare Administration Call Center Operations Database Management Training & Development Performance Management Technical Support

PROFESSIONAL EXPERIENCE

Patient Intake & Communication Specialist Supervisor Midwest Vision Partners** Remote January 2023 – February 2025 Senior supervisory role overseeing comprehensive call center operations for healthcare vision services provider

· Supervised daily call center activities and coordinated team communications through announcement distribution

· Administered human resources functions including time tracking, attendance monitoring, and payroll processing via ADP systems

· Conducted comprehensive performance audits, quality assurance evaluations, and employee performance reviews

· Monitored real-time incoming call volumes and managed chat group communications

· Developed and implemented comprehensive training materials for all customer service agents

· Managed clinical protocols for affiliated healthcare providers and maintained comprehensive doctor database systems

· Facilitated regular team meetings and conducted performance coaching sessions

· Performed detailed audits of task tracking systems and workflow optimization

· Resolved complex insurance-related inquiries and processing issues

· Participated in strategic call center management meetings and organizational planning sessions

· Provided technical support and troubleshooting for system-related issues

· Managed executive-level email correspondence and inter-organizational communications

· Served as interim Call Center Manager during management absences Patient Services Specialist Team Lead

Midwest Vision Partners Remote, MI January 2022 – December 2022 Team leadership role focused on operational supervision and quality management

· Supervised call center operations with emphasis on quality control and performance monitoring

· Conducted real-time monitoring of customer service calls and chat group activities

· Provided direct customer service support and served as escalation resource for complex inquiries

· Performed quality audits on customer interactions and delivered targeted coaching interventions

· Created and delivered comprehensive agent training programs

· Maintained clinical protocol documentation for healthcare providers

· Administered affiliated healthcare provider database management

· Led regular agent meetings and performance development sessions

· Conducted detailed audits of tracking spreadsheets and performance metrics

· Participated in call center strategic planning and operational meetings

· Resolved technical system issues and provided technical support

· Managed multi-level organizational email communications

· Provided management coverage and leadership during supervisor absences Patient Service Specialist

Specialty Eye Institute Jackson, MI March 2019 – December 2021 Customer service role supporting specialized healthcare facility operations

· Managed high-volume incoming call center operations for patient appointment scheduling

· Processed and coordinated patient follow-up requests and care coordination

· Handled comprehensive patient documentation processing and administrative requests

· Coordinated patient communication through mail distribution of letters and appointment reminders

· Managed urgent same-day surgical scheduling and coordination

· Maintained and updated comprehensive affiliate healthcare provider database

· Coordinated supply distribution to affiliated medical practices Billing Specialist

Great Lakes Caring Jackson, MI July 2017 – February 2019 Financial operations specialist focused on healthcare billing and accounts receivable management

· Conducted comprehensive research and processing of healthcare insurance claims

· Performed detailed workflow analysis and accounts receivable issue resolution

· Generated comprehensive weekly and monthly billing reports and financial analysis

· Submitted accounts receivable reporting for collections processing

· Resolved complex billing inquiries with patients and facility managers regarding payments, collections, account setup, and financial concerns

· Utilized advanced Microsoft Office Suite, HCHB, and Networker software systems Assistant Client Manager

Anesthesia Business Consultants Jackson, MI January 2016 – June 2017, November 2013 – May 2015 Client relationship management role supporting healthcare business consulting operations

· Prepared comprehensive compensation reporting and billing update documentation for healthcare clients

· Processed and coordinated medical records requests from hospital contacts for client services

· Resolved complex documentation and compliance issues

· Managed accounts receivable and collections processes

· Handled customer service requests, client communications, insurance inquiries, status form processing

· Supervised off-site client assistant operations and performance

· Provided management support and coverage during Client Manager absences Night Auditor/Front Desk Clerk

Holiday Inn Jackson, MI March 2013 – January 2014 Hospitality operations role managing guest services and facility operations

· Managed guest registration processes for current and future stays including special accommodation requests

· Supervised concession operations and inventory management

· Processed comprehensive end-of-day financial reports and reconciliation

· Coordinated guest service deliveries including receipts and newspapers

· Managed room service request processing and coordination Night Auditor/Front Desk Clerk

Baymont Inn & Suites Jackson, MI September 2010 – March 2013 Extended hospitality operations role with comprehensive facility management responsibilities

· Administered guest registration and checkout processes with attention to special requests

· Completed detailed end-of-day reporting and financial reconciliation

· Coordinated guest service deliveries and facility maintenance

· Managed breakfast service setup and preparation

Customer Service Technical Support

Cox Communications** Phoenix, AZ January 2009 – June 2009 Technical support specialist for telecommunications service provider

· Provided specialized technical support for customer equipment issues and service inquiries

· Managed service request updates, account information maintenance, billing inquiries, and payment processing

· Demonstrated advanced computer skills with simultaneous multi-program operation

· Maintained clear and professional customer communication standards

· Ensured detailed documentation, accountability, and personal responsibility in all customer interactions Licensing Division Supervisor

Maricopa County Animal Care & Control Phoenix, AZ February 2005 – March 2008 Supervisory role managing government licensing operations and team development

· Supervised comprehensive Animal Care & Control Licensing Division operations

· Utilized advanced Microsoft Office Suite for operational management

· Created and delivered training programs, conducted new hire interviews, and managed employee development

· Performed employee performance reviews and conducted performance auditing processes

· Led departmental meetings and provided comprehensive written weekly operational updates

· Provided cross-training opportunities based on employee performance and organizational needs

· Supported Call Center Supervisor operations when required

· Managed general office supply procurement and inventory management

· Provided regular reporting to Operations Manager and served as interim manager during absences Customer Service Specialist

Maricopa County Animal Control Phoenix, AZ January 2003 – February 2005 Database management and customer service role supporting government operations

· Updated comprehensive database systems with current animal licensing information

· Coordinated mail distribution of updated licensing tags to pet owners Call Center Clerk - Field Operations

Maricopa County Animal Control Phoenix, AZ July 2001 – January 2003 Entry-level call center operations supporting field services coordination

· Managed high-volume incoming call operations

· Provided detailed instructions and guidance to callers

· Delivered comprehensive information to dispatch operations for field officer coordination Temporary Assignments

Data Entry Clerk Arizona Department of Revenue October 2008 AppleOne Employment Services Phoenix, AZ

· Processed payment transactions on government accounts Customer Service Representative Western Refining August 2008 – October 2008 AppleOne Employment Services Phoenix, AZ

· Processed petroleum product orders for commercial clients

· Resolved order discrepancies and processing errors

· Generated receipts and closing statements for client transactions EDUCATION

Business Administration (Incomplete)

Everest University Remote August 2011 – January 2013 Studies discontinued due to health circumstances

Certificate in Customer Service Technology I**

Rio Salado Community College** Glendale, AZ August 2008 – January 2009 Professional certification required for Cox Communications employment Certificate in Business Administration

Phoenix Job Corps Center Phoenix, AZ September 1989 – March 1990 Comprehensive business administration curriculum including typing, filing, document preparation, shorthand, and office management

High School Diploma

Independence High School Glendale, AZ September 1982 – June 1986 General academic curriculum

TECHNICAL COMPETENCIES

Software Proficiency

· Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

· Google Workspace

· ADP Payroll Systems

· HCHB Healthcare Software

· Networker Database Systems

· Multi-platform computer operations

Specialized Skills

· Medical terminology and healthcare administration

· Call center management and operations

· Quality assurance and performance auditing

· Database management and maintenance

· Project management and coordination

· Account management and client relations

Communication & Leadership

· Team management and supervision

· Training development and delivery

· Performance coaching and development

· Professional phone etiquette

· Multi-level organizational communication

· Conflict resolution and problem-solving

Administrative Competencies

· Time management and scheduling

· Organizational systems development

· Documentation and record keeping

· Financial reporting and analysis

· Inventory management

· Compliance and regulatory adherence

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## PROFESSIONAL ATTRIBUTES

· Leadership Excellence: Proven ability to supervise, motivate, and develop high-performing teams across diverse organizational environments

· Quality Focus: Commitment to maintaining exceptional service standards through comprehensive quality assurance and continuous improvement processes

· Adaptability: Demonstrated success in transitioning between industries while maintaining operational excellence

· Technical Proficiency: Advanced computer skills with ability to quickly master new software systems and technologies

· Communication Skills: Strong verbal and written communication abilities with experience managing multi-level organizational correspondence

· Problem-Solving: Analytical approach to identifying issues and implementing effective solutions in fast- paced environments

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