Medical Group Scheduler/ CONTACT CENTER SPECIALIST at Renown Health

Answered and routed inbound calls; scheduled consultations, exams, sick/urgent care appointments; obtained pre-authorizations; coordinated post-consultation appointments; provided technical support for patient-facing applications; managed and resolved patient inquiries and complaints; maintained detailed records in DST Health Connect/EPIC templates; updated databases; assisted in data gathering for potential COB cases; produced authorization letters; supported provider education on policies; processed referrals for specialty, therapy, or complex appointments; coordinated resources; demonstrated strong interpersonal skills and ability to determine if 911 is necessary; focused on concise, accurate communication and first-call resolution.

Dispatcher/ Office Manager at Yellow Cab

Directed daily dispatch operations; read and communicated written instructions; alerted supervisors to operational changes; maintained a neat work environment and organized preventive maintenance work orders; collaborated across teams to ensure smooth workflow; learned local street maps to efficiently direct drivers to pickup and drop-off locations.

Cashier at AM/PM

Processed customer transactions accurately using POS systems; greeted customers; explained products and services; managed cash and completed purchases; maintained store displays; assisted customers with selections; ensured safety and security; opened and closed registers and reconciled cash.

Customer Representative at Optum/ AARP

Handled high-volume inbound calls, averaging around 500 per day, addressing inquiries, solving problems, and communicating new product information; delivered an elevated customer experience to foster loyalty; collaborated with sales, marketing and administrative teams; resolved issues promptly and empathetically; directed calls to appropriate departments; helped members understand benefits and enrollments.

Telemarketer at Outreach Calling

Trained and mentored new telemarketers; answered calls, took messages, and transferred calls; developed sales and interpersonal skills; overcame objections with persuasive communication; managed high-volume inbound/outbound calls; gathered customer information for tracking; contributed to meeting sales goals and quotas.

Quality Assurance Specialist (Promoted) at West Corporation

Monitored agent calls for quality, coached reps and supervisors; researched and recommended new tools; documented startup/shutdown processes; enforced data security and privacy standards; helped design and implement process improvements; oversaw project coordination with vendors and internal teams; supported performance reporting.