Customer service

PROFESSIONAL SUMMARY

Administrative and customer service professional with 10+ years of experience supporting healthcare, benefits, workforce services, scheduling, document management, and high-volume client-facing operations. Skilled in maintaining accurate records, coordinating appointments, processing confidential information, responding to customer inquiries, and supporting efficient office workflows. Proficient in Microsoft Office Suite with experience working in regulated environments requiring HIPAA/OSHA awareness, accuracy, discretion, and dependable follow-through.

CORE COMPETENCIES

Administrative Support • Customer & Patient Service • Document Imaging & Records Management • Scheduling & Appointment Coordination • Benefits Support • Data Entry & Database Maintenance • Client Intake • Phone & Email Support • HIPAA/OSHA Compliance • Microsoft Office Suite

PROFESSIONAL EXPERIENCE

ACME Markets Inc. Fairfax, DE

Front End Cashier Clerk March 2024 – Present

Deliver courteous front-end customer service while processing cash, credit card, and other point-of-sale transactions accurately.

Assist customers with price checks, product questions, and transaction concerns to support a positive shopping experience.

Operate the cashier checkout line efficiently while maintaining attention to accuracy and established store procedures.

Bag customers purchase carefully and organize items to promote convenience and prevent damage.

Maintain a clean, organized checkout area and communicate customer needs to appropriate store personnel when additional assistance is required.

ChristianaCare Health System Wilmington, DE

Document Imaging Specialist Clerk March 2024 – April 2025

Organized medical records and related documents into the correct processing sequence for Kofax/Solarity workflows.

Uploaded prepared medical documents into the Solarity database while maintaining accuracy and confidentiality.

Reviewed document types and patient information to ensure records were scanned in the correct order before processor review.

Supported accurate electronic health record documentation by identifying and preparing materials for imaging and indexing.

Handled sensitive medical information in accordance with established privacy, security, and healthcare documentation procedures.

Willis Towers Watson Mt. Laurel, NJ / Remote

Customer Benefit Service Specialist September 2023 – January 2024

Responded to employee questions regarding health, insurance, and savings benefits through customer service channels.

Communicated with insurance and savings plan providers to research concerns and support timely issue resolution.

Maintained accurate, up-to-date employee benefit profile information and documented service activity.

Explained benefit-related information clearly while providing professional support to employees with varied needs.

Protect confidential employee and benefits information while following established service and documentation procedures.

Delaware Department of Labor Wilmington, DE

Account Specialist I February 2023 – July 2023

Supported customer retention efforts by strengthening relationships through consistent account management and follow-up.

Prepared assigned work for processing by gathering, sorting, organizing, and recording required data, information, and documents.

Maintained organized account records to support accurate processing and responsive customer service.

Communicated with customers regarding account-related needs and routed issues for appropriate resolution when necessary.

Completed administrative tasks with attention to accuracy, timeliness, confidentiality, and established departmental procedures.

Heart & Vascular Clinic Newark, DE

Front Desk Receptionist May 2022 – October 2022

Collected patient demographic and intake information and entered required details for front-desk processing.

Updated patient files and scanned documents into the database to maintain complete and accessible records.

Managed patient scheduling, including appointment coordination and routine calendar updates.

Answered front-desk and telephone inquiries while directing patients to the appropriate staff or service.

Supported an organized reception area while handling patient information with professionalism and confidentiality.

ChristianaCare Hospital Wilmington, DE

Patient Liaison / Guest Service Representative I December 1999 – April 2022

Provided patients, visitors, and guests with clear information about hospital facilities, services, and general procedures.

Gave directions and routed inquiries to appropriate departments to help visitors navigate the hospital efficiently.

Delivered professional front-line customer service in a busy healthcare environment with diverse patient and visitor needs.

Responded to questions with courtesy and discretion while escalating concerns to appropriate hospital personnel when needed.

Supported a welcoming and organized environment by assisting guests promptly and maintaining awareness of facility protocols.

ATI Physical Therapy Wilmington, DE

Multi-Site Scheduling Coordinator June 2021 – January 2022

Managed inbound and outbound calls, emails, and referrals with a focus on accurate and timely patient intake and scheduling.

Requested and obtained required documents to support complete and accurate patient registration.

Collaborated with clinic directors to coordinate timely scheduling for new and existing patients with appropriate clinicians.

Communicated appointment information and scheduling updates to patients and clinic teams across multiple sites.

Maintained organized scheduling and referral workflows while handling patient information in a confidential healthcare setting.

H&R Block Wilmington, DE

Client Service Professional – Seasonal December 2020 – April 2021

Retrieved, organized, and scanned tax documentation into client tax records for preparer access.

Answered telephone calls from prospective and existing clients and provided professional front-office assistance.

Scheduled clients for upcoming tax preparation appointments and communicated appointment details.

Maintained orderly client documentation and supported accurate record handling during a high-volume seasonal period.

Provided responsive customer service while directing tax-specific questions to qualified tax professionals.

Goodwill Staffing Wilmington, DE

State of Delaware Case Reader October 2019 – June 2020

Reviewed food benefit cases and case dispositions while notating and logging documents in the Document Image System (DIS).

Tracked workload through logs, reports, and alerts to support timely completion of assigned case-review activities.

Gathered and recorded case information accurately while following established document-handling procedures.

Processed applications and renewals from potential employees as assigned within the staffing workflow.

Completed administrative projects and case-related tasks with attention to accuracy, organization, and deadlines.

Brandywine YMCA Wilmington, DE

Facility Access Coordinator February 2011 – April 2019

Granted facility access to approved members upon arrival and followed established entry procedures.

Secured the facility as members entered the grounds and remained attentive to access-control requirements.

Answered incoming calls and responded to members’ questions regarding facility access and general services.

Provided courteous front-desk assistance while directing member concerns to appropriate staff when needed.

Supported a safe, organized, and welcoming environment through consistent customer service and facility-access monitoring.

EDUCATION & CERTIFICATIONS

Dawn Career Institute, Wilmington, DE — Health Information Technology Certificate May 2015

Dawn Career Institute, Wilmington, DE — Medical Coding & Billing Certificate May 2015

TECHNICAL & PROFESSIONAL SKILLS

Microsoft Office Suite • Kofax/Solarity Document Imaging • Database & Records Maintenance • HIPAA/OSHA Compliance Awareness • Customer Service • Scheduling • Data Entry • Confidential Records Handling • Adaptable Software Learner

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