Operations & Customer Experience Leader
Resume:
Summary
Highly organized and detail-oriented professional with over 10 years of experience in
customer service, administration, and operations. Proven ability to manage high-volume calls, coordinate complex schedules, and ensure accurate data processing. Adept at collaborating with teams, resolving client issues, and maintaining confidentiality. Seeking to leverage strong communication and problem-solving skills to contribute to a dynamic organization.
Work Experience
Operator/Scheduler/Coordinator, Allina Health/Mpls Heart Institute, Minneapolis
04/2023 – Present
Demonstrated proficiency in medical terminology to facilitate clear communication. Managed a high volume of incoming calls in a fast-paced environment, consistently meeting or exceeding call handling metrics.
Collaborated with healthcare providers to coordinate appointments, referrals, and authorizations for medical procedures.
Provided exceptional patient advocacy, addressing inquiries, resolving issues, and ensuring a positive healthcare experience.
Customer Experience Manager, Five Below, Saint Louis Park 08/2024 – 12/2024
Led a team of 5 customer service representatives, providing guidance, training, and performance evaluations.
Analyzed customer feedback data to identify trends and areas for improvement in products and services.
Cultivated strong relationships with key customers through proactive communication and problem resolution strategies.
Mentored team members on effective communication techniques, ensuring consistent brand messaging across all channels.
Managed cash handling procedures, including opening/closing registers, preparing deposits, and reconciling discrepancies.
Guest Advocate, Target Ridgedale, Minnetonka
08/2021 – 02/2023
Processed customer transactions accurately and efficiently, handling cash, credit card, and mobile payments.
Delivered exceptional customer service by greeting customers, answering questions, and resolving any issues or concerns.
Handled product returns and exchanges according to company policies while maintaining a friendly demeanor.
Utilized the point-of-sale (POS) system to process discounts, coupons, gift cards, and loyalty rewards for customers.
Performed inventory management tasks, such as restocking merchandise at the checkout area.
Collaborated with the store manager on implementing strategies to improve overall efficiency at the checkout area.
Policy Production, Accounting Principals- Old Republic Title & Insurance, Minneapolis
01/2022 – 08/2022
Contact
Minneapolis, 55416
********.*****@*****.***
Skills
10 key typing
DocuSign
Computer operation
IVR
Kronos
Accounting software
Epic
Banking
Live chat
Hospital experience
Computer skills
Tax return processing
Microsoft Excel
Customer retention
Customer communication
Guest services
iOS
Customer service
Time management
Mobile devices
State tax
Pivot tables
Order entry
Microsoft Office
EMR systems
Cash register
Financial sales
Sales
CRM system proficiency
Human resources
Proficient with Microsoft Office Suite,
internet research, data entry, and
social media
Scripting
Project management
HIPAA
Data entry
Kerrilyn Arpan
Prepared, sorted, and indexed insurance policies for Old Republic Title & Insurance. Attached scan barcodes to facilitate the next step in insurance policy processing. Reviewed documents for accuracy, completeness, and adherence to company guidelines before distribution.
Maintained confidentiality of sensitive information contained within the documents handled.
Facilitated team collaboration by maintaining a centralized repository of shared files and documents.
Verified the accuracy and completeness of data presented in various reports, documents, and forms.
Performed quality checks on outgoing documents to ensure accuracy, consistency, and adherence to company standards.
Special Projects-telecommute, Two Buffalo Roofing & Waterproofing Supplies, Sarasota
06/2012 – 01/2022
Maintained the company database with up-to-date information. Received inbound calls and made outbound sales calls to inform companies about construction projects involving government funding. Developed and maintained a strong client base through effective relationship building and regular follow-up communication.
Provided expert product knowledge to customers, addressing inquiries and recommending appropriate solutions based on their needs. Managed key accounts, ensuring high levels of customer satisfaction and repeat business.
Settlement Administrator, Pro Staff/Rust Consulting, Minneapolis 03/2018 – 10/2019
Executed outbound calls to class action lawsuit claimants for information updates, payment processing, and reissue of claim checks.
Managed inbound calls from Settlement Claimants to verify accounts, update information, and communicate specific payment dates from Class Action Lawsuits. Provided exceptional customer service to claimants, addressing inquiries and resolving issues in a timely manner.
Collaborated with cross-functional teams to meet client needs and exceed expectations. Executive Interviewer, Aerotek / Information Specialist Group, Bloomington 09/2016 – 12/2018
Initiated outbound calls to executives for participation in studies and surveys. Recruited participants for market research initiatives. Collections/ Customer Service, Central Portfolio Control, Minnetonka 09/2015 – 06/2016
Investigated delinquent accounts, conducting outbound and inbound calls to assist customers with their Sterling Jewelers accounts.
Calculated payment plans and negotiated settlements for delinquent accounts to restore them to 'good standing'.
Office Manager/Lead Tax Preparer, Liberty Tax Service, Minneapolis 01/2007 – 08/2014
Consulted with, interviewed, and prepared Federal and State taxes for individuals. Performed quality control checks on tax documentation and filings. Generated invoices for client files for corporate records. Oversaw the disbursement of Refund Anticipation loan checks. Composed literature explaining new yearly tax laws and procedures. Transmitted tax returns to Federal and State offices, handling facsimile of financial information, email inquiries, bookkeeping, A/R, and A/P. Managed the overall operation of the office in the General Manager's absence. Payroll management
Accounts payable
Payroll
QuickBooks
Microsoft Word
Partnership tax return preparation
Windows
English
Customer complaint resolution
Productivity software
Relationship management
Customer support
Tax preparation software
Microsoft Powerpoint
Phone etiquette
Ethernet
ADP
Microsoft Outlook
Customer inquiry handling
Databases
Dispatching
Documentation review
Word processing
Restaurant experience
Research
Account management
Cash application
Working with people with disabilities
VoIP
Computer literacy
Regulatory compliance
Knowledge of Medical Terminology
Decision making
Thrives in a diverse fast paced
environment.
Reliable
Develops rapport easily with
customers, meets individual customer
needs.
Reliable, self-starter who work well
independently or with a team.
Organizational skills
Hospitality
Adept at tracking sales information
and entering data.
Supervised a team of 5 tax professionals, overseeing all aspects of tax return preparation and filing.
Developed and implemented efficient processes for tax return processing, resulting in a 50% reduction in turnaround time.
Ensured compliance with all federal, state, and local tax regulations by staying current on changes and implementing necessary adjustments. Collaborated with clients to gather required financial information and documentation for accurate tax return preparation.
Reviewed completed tax returns for accuracy and quality control before submission to clients or government agencies.
Resolved complex client inquiries related to taxes, providing expert guidance and solutions.
Education
South High School, high school diploma, Minneapolis 08/1987 – 12/1991
University of Phoenix Online, Some college, Phoenix Strong work ethic
Known for direct, professional
interaction with clients and
colleagues.
Always willing to learn, when in doubt
always asks questions, likes a
challenge.
Leadership
Analysis skills
Shows attention to detail and follows
written and verbal instructions
carefully.
determined individual
responsible
Task prioritization
Communication skills
Strong attention to detail
Superb interpersonal and
communication skills, written and oral.
Leadership
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