Experienced Administrative and Customer Service Professional
Resume:
Sheena Truttling
Columbus, GA *****
**********@*****.***
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Patient Service Representative
The Dartmouth-Hitchcock Clinic-Remote
December 2024 to December 2025
Assist with scheduling appointments for primary care office Send messages to nurses per patient request via CRM Follow up on form and letter requests
Assist with prescription refill request
Guest Escalation Support
Hyatt Reservations-Columbus, GA
November 2021 to January 2024
During my role, I handled escalation calls regarding pre and post stays. I assisted with the member rewards account regarding missing points and transactions. I also cross trained a lot so I assisted with chat and emails as well as phone calls. I started as a standard guest service agent and was eventually promoted to escalation specialist. Customer Care Representative II
Anthem, Inc.-Midland, GA
August 2018 to July 2020
Handle inbound calls regarding member benefits and claims and claims processing Reassign claims to the correct department
Assist other representatives as needed
Assist with finding providers for members
Tier 1 Technical Support
Kelly Connect-Columbus, GA
March 2018 to May 2018
I assisted customers with troubleshooting their device and if I am not able to successfully assist I set them up a repair appointment at an Apple Store or Service Provider. Customer Service Representative
The Home Service Club-Phenix City, AL
June 2017 to December 2017
The is a call center that works with a locally owned home warranty company. We are a inbound call center that file claims and set up appointments with the technicians that are assigned. I processed payments and requested approvals for repairs.
Front Desk Clerk
Valley Hospitality-Columbus, GA
March 2017 to June 2017
Assist guest with check in and check out. Reservations and group events. Answer multi lined phones file fax and print documents. Make room keys and light housekeeping Customer Service Representative
Convergys-Columbus, GA
August 2016 to January 2017
• Receive inbound calls for Direct
• Access customer accounts and make changes as needed, take payments, order equipment, troubleshoot if possible
• Escalate calls if necessary
Sales Associate/Warehouse
The Exchange-Fort Benning, GA
March 2012 to May 2015
* Performed other related retail duties
* Operate a cash register /other sales related equipment
* Sells a variety of merchandise to customers
*Assist in warehouse with receiving, stocking and the organization of the stockroom Front Desk Service Rep
Country Inn & Suites-Columbus, GA
May 2011 to March 2012
* Process guest registrations, collected payments, maintained room status inventory
* Send and received telephone calls and sort incoming and outgoing mail
* Completed shift reports, process all financial transactions and included verifications/processing credit cards
Front Desk Agent
Marriot-Columbus, GA
January 2010 to December 2010
* Monitored room availability
* Block room and handle special requests
* Knowledgeable of hotel staff, room locations, room rates, amenities and selling strategies Cashier/Customer Service
Walmart-Columbus, GA
February 2008 to January 2010
* Handled guests complaints and compliments, accepting returns and exchanges, refund money and maintained balanced cash drawer
* Processed payments, ringing up sales on computerized cash register, and applied discounts Education
College Prep
Carver High School-Columbus, GA
August 2003 to June 2007
Skills
• Retail Sales
• Office experience
• Microsoft Word
• Multi-line phone systems
• CSR
• English
• EMR systems
• Retail sales
• Working with high schoolers
• Microsoft Office
• Medical terminology
• Windows
• Health insurance
• Merchandising
• Sales
• Cash register
• Guest services
• Client interaction via phone calls
• eClinicalWorks
• Call center management
• Administrative experience
• Grammar Experience
• Account management
• Customer support experience within healthcare industry
• Customer service
• Computer skills
• Google Workspace
• Customer Support
• Care coordination
• Call Center
• Planograms
• Telecommunication
• Medicare
• Typing
• Financial management
• Technical support
• Customer Service
• Cold calling
• Customer-centric metrics
• Computer operation
• Time management
• Front desk
• Phone communication
• Computer literacy
• Analysis skills
• Help desk
• Cash handling
• Microsoft Outlook
• Account Management
• Data Entry
• Public relations
• Service Desk
• Tech Support
• Technical Proficiency
• Communication skills
• Cold Calling
• Medical claims processing
• HIPAA
• Medical records
• Appointment scheduling
• Outbound calling
• Live Chat
• Organizational skills
• Word processing
• Hotel experience
• CRM system proficiency
• Medical office experience
• Hospitality
• Call center agent experience
• Supervising experience
• Ethernet
• Customer Care
• Medical scheduling
• Upselling
• Live chat
• Microsoft Excel
• Help Desk
Certifications and Licenses
Driver's License
PTCB Certification
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