Operations & Customer Service Specialist with Process Improvement

Holly Smith

P.O. Box ******, Gainesville, GA ****1 770-***-**** E-mail: *****.*.*****@*****.***

To contribute strong background in customer service, production and supervision with a focus on process improvement and solutions implementation, along with unique drive for excellence and success.

Resourceful, creative problem-solver with proven aptitude to analyze and translate complex customer requirements and business problems to design/implement innovative solutions.

Articulate communicator with exceptional interpersonal skills for interacting with customers and interdepartmental employees.

Solutions-driven with experience in technical/functional areas of operations support.

Continuous knowledge seeker who places a high degree of importance on education.

Motivated achiever who exceeds goals, has repeatedly earned high review ratings and appreciation awards.

Data Input Process Improvement

Project Management Customer Service

Associate in Personal Insurance

Associate in Insurance Services (INS)

Secretary II, Hospice of Northeast Georgia Medical Center (02/2016-present), Gainesville, GA

Provide Support to the Bereavement and Volunteer Programs.

Obtain and maintain personnel files for volunteers.

Assist with onboarding/training new volunteers.

Assign volunteers to various opportunities.

Oversee multiple mailings for Bereavement and Volunteer Services.

Answer phone calls and handle as appropriate.

Communicate with bereaved, patient families, and volunteers on a daily basis.

Serves as scribe for meeting minutes of multiple disciplines and committees.

Responsible for expense reimbursements for staff and volunteers.

Maintaining multiple newsletters.

Data entry and scanning in EPIC.

Obtains security access for staff and volunteers.

Submit work orders in Service Now.

Create multiple reports for leadership.

Hospitalist Coordinator, Northeast Georgia Medical Center (07/2013-02/2016), Gainesville, GA

Provide support to Hospitalist.

Answer phone calls and page appropriate doctor.

Accurately complete and provide the doctors with patient census daily.

Assist doctors with completing necessary paperwork.

Update information in computer to reflect updates of physician care.

ER Assistant, Northeast Georgia Medical Center (12/11-07/13), Gainesville, GA

Provide support to ER Doctors and Nurses on a daily basis.

Obtain and document accurate vital signs.

Provide basic patient care and assistance.

Communicate with patients and families on a daily basis.

Assist Doctors by paging other doctors, entering orders, obtaining patient files from other hospitals.

Discharge patients from MPAC system.

Support Supervisor, Liberty Mutual Insurance Company (12/15/2004-03/27/2011), Gainesville, GA

Supervised and evaluated the work of a support staff of Office Assistants and Underwriting Technicians.

Assisted with resolving problems, interpretation of policies, procedures, benefits provided by the policy contract, and guidelines.

Communicated expectations provide regular feedback and appropriately reward employees.

Promoted employee development through effective planning, verbal and written communications and cross training.

Assisted Center Production Manager in training, monitoring and direction of center staff.

Made recommendations to increase efficiency and implement solutions.

Conducted staff meetings to communicate new and existing company/department policies and procedures.

Assisted direct reports with completing documentation regarding FMLA request and understanding laws regarding FMLA.

Discuss employee medical and dental plan options and advise on differences between plans to enable employee to make an informed decision regarding coverage.

Performed self-critical audits on various data input and production tasks and reported results via executive summary written communications.

Personal Lines Underwriting Technician, Liberty Mutual Insurance Company (09/10/1990-12/15/2004), Gainesville, GA

Provided timely and professional customer service to agents to facilitate processing of business.

Communicated with agents to obtain information needed to complete screening and transactions.

Contributed to effective marketing of company products by answering agent questions, resolved agent problems on topics such as policy status and explaining new or revised products and processes.

Ordered miscellaneous reports needed in the rating and underwriting processes.

Performed technical and training assistance.

Trained agents in rating and policy processing procedures.

Reviewed loss experience (frequency and severity) for agents, and states within region.

Assisted agents on determining coverage benefits provided in the policy contract for various types of losses for their clients.

Secretary/Office Manager, Harold Baker Construction (08/16/1985-08/25/1990), Gainesville, GA

Provided customer service for incoming calls.

Processed Accounts Receivables and Payables.

Completed weekly payroll for all employees.

Obtained and reviewed medical and dental insurance products from multiple vendors on an annual basis to provide employees with best coverage options.

Microsoft Excel, Word, PowerPoint, Data Entry

….high school

North Hall High School Graduate

The American Insurance Institute

Objective

Professional Profile

Areas of Expertise

Professional Designations and Licenses

Professional Experience

Key Skills

Education and Training

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