Customer Service Supervisor & Operations Leader

Teri Nelson

Customer Service Supervisor Customer Service Management Operations

Mesquite, TX · 214-***-**** · ***************@*****.***

Professional Summary

Customer service and operations professional with 8+ years of experience in customer service, team supervision, staff coordination, administrative operations, and healthcare-related services. Experienced in managing approximately 60 client calls daily, supervising and training employees, coordinating workflows with technical teams, and establishing a dedicated Customer Service Department. Strong background in staff coordination, insurance and benefit verification, scheduling, documentation, invoice review, data entry, and problem resolution. Known for maintaining accuracy in fast-paced environments, communicating effectively with clients and leadership, and developing organized processes that support efficient operations.

Core Skills

Customer Service & Client Relations

Customer Service Management

Team Supervision & Employee Training

Staff & Operations Coordination

Benefit & Insurance Verification

Coordination of Benefits

Scheduling & Workflow Management

Accounts Payable & Invoice Review

Data Entry & Documentation

Problem Resolution

Administrative Support

Medical Billing & Coding

CPT & ICD-10 Coding

Referral Processing

Time Management & Multitasking

Professional Experience

Customer Service Supervisor

Legend Networking March 2023–Present

Manage approximately 60 incoming client calls per day, providing professional assistance and directing customers to the appropriate employee or department.

Create and manage service tickets, accurately documenting client issues and routing requests to a team of approximately 15 technicians for resolution.

Supervise and support 2–3 employees, providing guidance and maintaining consistent customer service practices.

Established and developed the company's Customer Service Department, creating a dedicated process for handling incoming calls and client requests while allowing technicians to focus on technical support.

Trained 6+ employees on call handling, ticket creation, customer communication, and proper routing of client issues.

Coordinate communication between customers, customer service staff, and technicians to maintain an organized workflow and support timely issue resolution.

Receive positive client feedback, including favorable online reviews recognizing the quality and helpfulness of customer assistance.

Staff Coordinator / Administrative Assistant / Events Operations

United Health Care — Temporary Assignment March 2021–March 2023 Remote

Coordinated medical staffing for 6 on-site COVID-19 testing locations, supporting approximately 10–20 medical staff per site.

Verified staff credentialing and required training to ensure personnel were appropriately prepared for assigned locations.

Reviewed invoices for accuracy and approval, identifying discrepancies and ensuring billing documentation was properly processed.

Maintained real-time site reporting, records, and operational documentation in a fast-paced environment.

Communicated sensitive and time-critical information to executives to support rapid decision-making and help prevent potential site closures.

Managed multiple priorities and time-sensitive responsibilities while meeting required deadlines and operational requirements.

Coordinated across medical staff, testing sites, and leadership to maintain smooth day-to-day operations and resolve issues as they arose.

Customer Advocate Specialist

Safelite AutoGlass October 2019–March 2021

Managed customer job scheduling and coordinated appointments to support efficient service delivery.

Verified insurance information and confirmed required details prior to service.

Maintained accurate customer and service information, including vehicle and maintenance details.

Provided professional customer service while addressing questions and helping customers navigate the service process.

Coordinated multiple customer needs and scheduling priorities in a fast-paced environment.

Medical Coder

Dr. Torres January 2018–October 2019

Checked patients out after appointments, collected outstanding balances and co-pays, and provided professional assistance throughout the checkout process.

Verified patient insurance information for accuracy and ensured coverage information was properly documented.

Processed patient referrals to support efficient movement through care programs and coordination of services.

Coded medical billing using appropriate CPT and ICD-10 codes in accordance with applicable statutes, guidelines, and billing requirements.

Maintained accuracy when handling sensitive patient, insurance, and billing information.

Education

Gateway College

Associate of Applied Science (AAS), Computer Systems and Programming

Remington College

Certificate, Medical Billing and Coding

Contact this candidate