Call Center Customer Care
Resume:
Summer Dennis
****************@*****.***
EXPERIENCE
Walmart — Cashier
JULY 2015 - FEB 2016
Face to face customer care, resolution specialist, cash handling Domino’s — Team Leader
MAY 2013 - APRIL 2015
Leadership, customer care, employee motivation, quality assurance Blue Beacon — Cashier/Bookkeeper
FEB 2016 - DEC 2018
Face to face customer care, resolution specialist, cash handling, money management
United Language Group — Liaison
NOV 2020 - MAY 2022
• Assist in the call center with language request assistance through making appointments, interpreting and being aware of new language requests
• Analyze reports and trends within call center; includes call volume reports, new languages, language trends and frequency, as well as number of failed calls
• Develop working plans to resolve call center issues; includes resolving failed calls and determining the needs for interpreters
• Answer incoming calls from interpreters logging in to assist clients
• Ensure Call Center is provided with a constant sufficient number of interpreters for the top needed languages
• Responsible for processing new language requests to meet client needs
• Responsible to stay abreast with language trends; study and research trends, educate Call Center on new languages and their origin, suggest additional languages being added to our database
• Other duties as may be reasonably requested
Centauri Health Solutions — Disability Specialist
JUNE 2022 - AUGUST 2023
• Contacts individuals regularly and clarifies any and all gathered eligibility data for Long Term Care In Home or Community based resources
• Obtains authorization to represent form and all necessary documentation/verifications
• Mails forms to patients/members interviewed to process case appropriately
• Refers completed package to the appropriate government agency
• Clarifies Centauri’s services with details, sets expectations for process and communication to ensure patient/member understanding
• Advise members and patients of program time limitations and ensure deadlines are met
• Determines if/where prospect is in the LTC application process
• Follows up with the appropriate government agency on status of claim
• Assists in acquiring verifications; helps obtain and complete forms,
• Submits documents/applications to proper agencies; follows up appropriately with all entities to ensure timely processing
• Overcomes objections to appropriately complete the application
• Answers questions regarding the application, services, and benefits
• Communicates with prospects via phone, email, or text.
• Leverages technology and account processing workflows; maintains data integrity with accurate and concise documentation in Centauri’s systems
• Foresees what needs to be done with all accounts and takes appropriate action to secure eligibility until all methods are exhausted
• Perform miscellaneous clerical tasks (fax, file, data entry, scan, index)
• Works with government agencies/physician offices to obtain coverage for clients as required
• Follows up with agencies timely and regularly on application status
• Schedules appointments with the EIB
• Determines appropriate timing of interview for plan member
• Determines member’s ability to manage interview or necessity of Centauri’s assistance
• Secures all necessary signed forms
• Foresees what needs to be done and takes appropriate action
• Promptly take and return all calls
• Answers questions regarding accounts, eligibility, etc.
• Maintains positive professional relationship with agencies and clients
• Issues correspondence to physicians, educational institutions as needed
• Interprets and correctly processes mail
• Contacts providers / secures medical records as needed
• Other duties as assigned
Konecta — Call Center Supervisor
Mar 2024 - Sept 2025
● Supervised a team of 15 agents handling high-volume inbound and outbound calls for patient appointment scheduling.
● Monitored call performance and ensured agents met metrics including appointment accuracy, patient satisfaction, and call handling time.
● Trained and coached staff on healthcare-specific communication, HIPAA compliance, and scheduling protocols.
● Assisted agents with escalated patient concerns, billing questions, and rescheduling needs to ensure timely resolution.
● Analyzed reports on call volume, appointment trends, and no-show rates to improve efficiency and patient retention.
● Developed and managed staff schedules to provide adequate coverage during peak call times.
● Collaborated with clinic and provider teams to align scheduling practices with medical office availability.
● Conducted performance reviews and implemented coaching plans to improve agent effectiveness and service quality.
● Facilitated regular team meetings to communicate updates, policy changes, and motivate staff.
● Supported hiring, onboarding, and training of new agents to maintain a high-performing team.
Rome’s Delivery & Moving Service— Dispatcher
Jan 2023 - Current
● Scheduled and dispatched drivers to pick up and deliver freight based on customer needs and service agreements.
● Monitored driver routes, locations, and hours of service to ensure compliance with DOT regulations.
● Communicated with drivers throughout shifts to provide instructions, resolve issues, and track delivery progress.
● Coordinated with shippers, brokers, and customers to confirm load details and resolve scheduling conflicts.
● Maintained accurate records of dispatch activities, trip logs, and load documentation.
● Utilized dispatch and tracking software to assign loads, optimize routes, and maximize efficiency.
● Negotiated with brokers and customers to secure freight, ensuring profitability and meeting company goals.
● Handled emergency situations such as breakdowns, delays, or weather disruptions by arranging alternate solutions.
● Build strong relationships with drivers to improve retention and morale.
● Ensured on-time pickups and deliveries while maintaining high customer satisfaction ratings.
EDUCATION
Karen Wagner High School — Diploma, 3.2 GPA
AUGUST 2010 - JUNE 2014
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