Office Administrator - Mid Florida Prosthetics and Orthotics - The Villages, FL
(2021-04)
- Managed patient scheduling and appointment coordination, ensuring efficient use of physician's time
- Maintained accurate and up-to-date medical records for all patients, adhering to HIPAA regulations
- Performed administrative duties such as answering phone calls, filing documents, and managing office supplies inventory
- Maintained strict confidentiality of patient information in accordance with privacy laws and regulations
- Assisted in the training of new administrative staff members on office procedures and protocols
- Managed incoming/outgoing mail distribution within the office while prioritizing urgent matters appropriately
- Updated patient demographic information regularly to maintain accurate records
- Scheduled follow-up appointments for patients based on physician recommendations
- Managed patient check-in and check-out process, ensuring accuracy of demographic and insurance information
- Maintained a professional demeanor when interacting with patients, visitors, and staff members
- Performed data entry tasks accurately while maintaining high attention to detail
- Coordinated referrals to specialists or diagnostic facilities as requested by healthcare providers
Insurance Specialist - Wheeler Insurance Agency - Belleview, FL
(2015-03 - 2021-04)
- Assisted clients in selecting appropriate insurance coverage based on their needs and budget, increasing client satisfaction
- Provided excellent customer service by promptly responding to client inquiries and resolving issues, maintaining high retention rates
- Maintained a high level of knowledge regarding various insurance products, industry trends, and regulatory changes to advise clients effectively
- Educated clients on the importance of maintaining adequate insurance coverage to protect against financial loss, reducing risk exposure
- Trained new team members on company policies, procedures, and software systems used in the insurance industry, accelerating onboarding
- Participated in industry conferences and workshops to stay updated on emerging trends in the insurance field, enhancing expertise
- Maintained accurate records of all interactions with clients, including phone calls, emails, and in-person meetings, ensuring compliance
- Assisted in the development of marketing strategies to attract new clients and retain existing ones, contributing to business growth
- Conducted policy reviews for clients to ensure their coverage remained adequate and up-to-date, improving client retention
Customer Care Team Leader - Publisher's Circulation Fulfillment - Pensacola, FL
(2010-01 - 2014-07)
- Managed a team of 17-20 agents, driving achievement of inbound program targets and service levels
- Maintained and monitored desired service levels in support of company goals, ensuring consistent customer satisfaction
- Led team in the achievement of inbound program targets, increasing productivity and meeting KPIs
- Ensured quality of all contacts and transactions, maintaining high standards for customer interactions
- Ensured efficient (one contact) customer complaint resolution, reducing repeat calls and improving customer experience
- Led achievement of individual and team performance targets including schedule adherence, calls per hour, call quality, idle time, after call work and other key performance metrics, optimizing operational efficiency
- Ensured team's skills and knowledge are up-to-date and agents have the necessary tools to enable them to perform their job effectively, supporting continuous improvement
- Coached and motivated team to meet and exceed performance targets, fostering a high-performance culture
- Provided a positive atmosphere for agents to develop necessary skills, enhancing team engagement
- Reviewed and evaluated individual and team's performance on a regular basis, identifying areas for improvement
- Conducted orientation for all new hire classes, ensuring smooth onboarding and integration
Customer Care Coach - Publisher's Circulation Fulfillment - Pensacola, FL
(2009-01 - 2010-01)
- Provided agents with call handling expertise, improving customer interaction quality
- Offered support to ensure the highest quality of customer satisfaction, increasing positive feedback
- Ensured the proficiency of new agents prior to being released to assigned supervisors, enhancing team readiness
Customer Care Agent - Publisher's Circulation Fulfillment - Pensacola, FL
(2007-01 - 2009-01)
- Created new customer delivery accounts, expanding client base
- Provided billing assistance and corrected discrepancies, ensuring accurate invoicing
- Assisted and resolved any customer delivery issues, improving customer satisfaction
- Helped manage and register online accounts, increasing digital engagement
Front Desk Supervisor - Holiday Inn Resorts - Fort Walton Beach, FL
(2006-01 - 2007-01)
- Supervised front desk staff, ensuring smooth daily operations
- Ensured guests received outstanding and courteous service, enhancing guest satisfaction scores
- Assisted managers in multiple departments with any guest-related issues, resolving concerns promptly
- Promoted teamwork, fostering a collaborative work environment
Office Administrator - Rexel Southern - Jacksonville, FL
(2004-01 - 2006-01)
- Operated 19-line switchboard, managing high call volumes efficiently
- Handled filing, maintaining organized and accessible records
- Processed invoicing, ensuring timely and accurate billing
- Prepared daily deposits, supporting financial accuracy
- Monitored inventory control, reducing shortages and overstock
Customer Service - Predator Products
(2000-01 - 2002-01)
- Advised customers on warranty/repair issues, increasing customer trust
- Reviewed all repairs and contacted customers regarding repairs and timeline, improving communication
- Assisted shipping and receiving department with inbound and outbound inventory, ensuring timely deliveries
Office Administrator - Gilmore & Associates
(1999-01 - 2000-01)
- Handled inbound and outbound calls to contractors, facilitating project coordination
- Scheduled appointments, optimizing staff and contractor availability
- Couriered blueprints to various job sites, supporting project timelines
- Faxed/mailed invoices, ensuring prompt billing
- Maintained filing system, improving document retrieval efficiency
