Customer Service & Healthcare Coordination
Resume:
Michelle Hancock
Kansas City, MO
Phone: 816-***-****
Email: *************@*****.***
---
PROFESSIONAL SUMMARY
Customer-focused professional with 10+ years of experience in call center, healthcare, banking, transportation, retail, and leadership roles. Experienced in handling high-volume inbound and outbound calls, resolving customer concerns, coordinating services, and maintaining accurate documentation. Knowledgeable in medical terminology and healthcare coordination with experience assisting Veterans in obtaining community care services. Recognized for professionalism, empathy, strong communication, and the ability to thrive in fast-paced environments.
---
CORE SKILLS
- Customer Service
- Call Center Operations
- Inbound & Outbound Calls
- Medical Terminology
- Healthcare Support
- Patient & Veteran Care Coordination
- Appointment Scheduling
- CRM Software (Salesforce, SAP CRM)
- Microsoft Office Suite
- Excel & SharePoint
- Avaya Phone Systems
- Conflict Resolution
- Data Entry
- Documentation
- Team Leadership
- Problem Solving
- Multitasking
---
PROFESSIONAL EXPERIENCE
McDonald's
Manager July 2024 – Present
- Deliver friendly, efficient customer service in a fast-paced environment.
- Process customer orders accurately while maintaining quality standards.
- Resolve customer concerns professionally and efficiently. OTL Transportation
Dispatcher July 2023 – November 2023
- Coordinated driver dispatch operations.
- Communicated with customers and drivers to ensure timely service.
- Maintained accurate transportation records.
Dollar Tree
Merchandise Manager October 2022 – June 2023
- Supervised merchandise operations and stock associates.
- Assisted customers with product selection and issue resolution.
- Managed inventory, scheduling, and daily store operations. Interstate Truck Center (company was purchased and restructured) Dispatch / Customer Service Representative January 2022 – September 2022
- Scheduled roadside assistance and DOT inspections.
- Coordinated with repair vendors and customers.
- Maintained detailed service documentation.
Kansas City Steak Company (seasonal}
Business-to-Business Gift Specialist October 2021 – December 2021
- Managed inbound and outbound calls with corporate clients.
- Processed large holiday orders using Excel.
- Delivered exceptional customer service to executive-level customers. Sonic Drive-In
Assistant Manager September 2020 – May 2021
- Led daily operations and supervised team members.
- Resolved customer concerns while maintaining service excellence.
- Managed cash handling and employee scheduling.
Aerotek
Customer Service Representative June 2019 – June 2020
- Assisted Veterans with coordinating community healthcare services.
- Managed high-volume inbound and outbound calls.
- Verified patient information and documented interactions accurately.
- Provided compassionate, professional customer support. PNC Bank
Customer Service Representative December 2018 – March 2019
- Assisted customers with banking inquiries over the phone.
- Utilized Avaya, Skype, and OneNote.
- Resolved account issues and directed customers to appropriate departments. USA800 / ResultsCX
Customer Service Representative / Supervisor January 2016 – December 2018
- Supported multiple client accounts in a high-volume call center.
- Assisted customers with account services and benefit card replacements.
- Supervised employees and coached team performance. OPAA! Food Management
Kitchen Manager January 2014 – December 2015
- Supervised staff and managed daily operations.
- Coordinated scheduling, inventory, and food safety compliance.
---
EDUCATION
High School Diploma
Platte County High School
---
TECHNICAL SKILLS
Microsoft Office • Excel • Google Workspace • Salesforce • SAP CRM • SharePoint • Avaya • QuickBooks • CRM Systems • Data Entry • Documentation
---
HIGHLIGHTS
- 10+ years of customer service experience
- Healthcare and medical terminology knowledge
- Veteran care coordination experience
- Strong phone communication skills
- Leadership and supervisory experience
- Skilled at de-escalating difficult customer situations
- Adaptable, dependable, and results-driven
Contact this candidate