Remote Customer Service Specialist with Empathy and IT Backing

Patricia Kelly Jacksonville, FL

********.********@*****.*** 386-***-****

PROFESSIONAL PROFILE

Versatile professional with an Associate of Science in Health Information Technology and experience in education, health information systems, and customer service. Skilled in supporting young learners, including students in special-needs settings, through adaptive seating, individualized activities, and differentiated instruction that promotes inclusive, engaging classrooms. Demonstrated success leading the "Circle Time Communication" project, which used visual aids and interactive games to increase participation among nonverbal students by 40%.

Known for providing empathetic, solution-focused support, maintaining confidentiality, and communicating effectively across classroom, administrative, and service environments. Calm, patient, and detail oriented, I bring strong collaboration, continuous learning, and a commitment to positive outcomes as I transition into a Remote Customer Service Agent role.

CORE SKILLS & PROFICIENCIES

•Classroom Leadership: Experienced in supervising groups of 9–23 students, implementing lesson plans, and ensuring playground safety.

•Specialized Support: Skilled in reinforcing Individualized Education Programs (IEPs), conducting behavioral interventions, and providing small group instruction for ages 4–9.

•Communication: Effective in parent-teacher relations, verbal and written correspondence, and conflict deescalation.

•Technical & Admin: Proficient with Microsoft Office, Microsoft 365, EHR/KIPU systems, electronic records management, and typing 50 WPM.

•Soft Skills: Strong critical thinking, HIPAA compliance and confidentiality, time management, and patient advocacy abilities.

EXPERIENCE

Career Break 10/2025 – Present

During this career break, I addressed personal medical matters and am now fully recovered, re-energized, and ready to return to work. A standard inquiry dated September 25, 2025, was officially closed as 'Unsupported/No Indication,' confirming my eligibility for educational and administrative roles.

Professional Teaching Experience

ESS Southeast, LLC Jacksonville, FL

Substitute Teacher 06/2023 – 09/2025

•Delivered instruction to classrooms of 9–23 students, focusing on foundational literacy and numeracy skills.

•Adapted teaching methods for students ages 5–7, supporting developmental needs from kindergarten through second grade.

•Maintained a safe, sanitized, and organized classroom environment in compliance with health protocols.

•Promoted positive behavior through consistent classroom management and reinforcement strategies that reduced disruptions.

•Special Education Support: Provided one-on-one support to students with diverse learning needs, ensuring their safety and encouraging active participation in classroom and playground activities.

Full-Time Caregiver Jacksonville, FL April 2019 – May 2023

•Strengthened organizational, time management, and coordination skills while providing round-the-clock care for a terminally ill family member.

Ageing True Community Senior Services Jacksonville, FL

Respite care volunteer 05/2018 – 03/2019

•Provided personal care support, including assistance with dressing, feeding, toileting, and grooming.

•Assisted clients with writing letters and other personal correspondence.

•Provided companionship and emotional support to enhance client well-being.

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Patricia Kelly Page 2 of 2 ********.********@*****.*** 386-***-****

RailCrew Xpress, Inc. Jacksonville, FL

Professional Driver 08/2016 – 05/2017

•Conducted thorough pre-trip and post-trip vehicle inspections to ensure safety and cleanliness.

•Monitored vehicle operation throughout each trip or shift to maintain safe performance.

•Maintained interior and exterior vehicle cleanliness in accordance with company standards.

•Maintained clear communication with dispatchers and closers to support timely service.

•Accepted dispatched trips and shifts promptly and reliably.

•Completed trip documentation accurately for each assigned route.

Lakeview Health System Jacksonville, FL

Medical Records Clerk 04/2015 – 05/2016

•Compiled, verified, typed, and filed medical records for newly admitted and current patients.

•Reviewed records for completeness, organized paper charts in standard order, and filed them using alphabetic and numeric systems.

•Retrieved, logged, delivered, and returned medical records requested by physicians, nurses, unit clerks, and clinical staff.

•Entered and retrieved data using the KIPU system.

•Managed petty cash disbursements, reconciliation, and banking tasks.

•Processed personal property for new admissions, discharges, and AMA patients.

•Prepared and shipped documents through the UPS online system. Ordered archived records through the Iron Mountain system and provided front-desk coverage as needed.

Lakeview Health System Jacksonville, FL

Mental Health Technician (MHT) 06/2011–04/2015

•Managed high-stress crisis situations and supported therapeutic activities for patients.

•Monitored, facilitated, and participated in patients’ daily therapeutic activities.

•Responded to crisis and emergency situations in accordance with company policies and procedures.

•Collaborated closely with therapists and clinicians by providing observational reports and feedback.

•Documented patient activities thoroughly in the Pass Down Log (PDL).

•Conducted intake procedures and searches for new admissions.

•Transported patients to and from off-campus activities using 15- and 25-passenger vans or buses.

EDUCATION

Ultimate Medical Academy Associate of Science Degree – Health Information Technology, 2018

Fully accredited, accelerated program providing instruction to develop knowledge and skills to analyze, abstract, compile data and manage databases, and to report health information within electronic medical record (EMR) systems while maintaining privacy and security of patient information. Program content includes implementation of medical coding procedures, reimbursement methodologies, patient communication and adherence with medical record policies and state and federal laws. Research, professional writing, critical thinking and communications skills were emphasized throughout the program.

•Focus: Data Management, Compliance, Professional Communication. Honors: Dean’s List (Q4 2016, Q1 2017)

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