Simone Walker
Oxford
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
11
11
years of professional experience
Work History
Administrative Office Manager
Quality Life Healthcare
05.2024 - Current
- Positive work environment, coordinate cross-functional teams, and facilitate effective communication.
- Manage complex schedules, maintain accurate records, and ensure compliance with healthcare regulations. Updated reports, managed accounts, and generated reports for company database.
- Provide comprehensive administrative support to medical staff. Coordinate patient care logistics, handle sensitive information, and resolve issues promptly to ensure smooth operations.
- Managed payroll and benefits administration to ensure accuracy and compliance with company policies.
Customer Service Supervisor
Packrat
08.2019 - 04.2024
- Manages a team of assigned customer service representatives and ensures they comply with company guidelines related to quality of service. Monitoring reviews posted on all social media platforms.
- Provides directions to the Customer Service Division by assigning,directing and reviewing the work of staff. Promote team work and performance. Coordinated department schedules to ensure maximum coverage.
- Supervisory duties include training, writing, conducting performance appraisals, and assisting in department.
- Monitors or reviews calls or other correspondence between representatives and customers. Ensures that representatives are informed about changes to company products and services. Collects data and prepares reports on customer complaints and inquiries.
- Measure performance with key metrics such as call abandonment, calls waiting etc.
Receptionist
Hendricks Trucking
12.2015 - 05.2019
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Interacted with vendors, contractors, and professional services personnel to receive orders, direct activities, and communicate instructions
- Received business correspondence and routed it to the appropriate departments and employees.
- Managed a multi-line telephone system that handled over 40 calls per day.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
Customer Care Representative
Xerox, ACS
08.2013 - 10.2015
- Assisted customers by answering a wide range of questions about available insurance plans current prices, and upcoming company changes.
- Call center environment specializing in collecting payment, copays, coinsurance, and out of pocket maximum to members.
- Provided excellent customer service by resolving issues and responding to inquiries. Researched denied claims, conducted coding reviews of medical records, and supported documentation.
- High volume inbound/outbound call center. Accepted credit card payments and offered self-serve payment options on customer bills.
- Trained new personnel regarding company operations, policies and services. Maintained and managed customer files and databases.
- Exhibited high energy and professionalism when dealing with clients and staff. Kept track of incoming customer inquiries via phone, fax, and electronic database systems.
Education
High School Diploma -
Millbrook High School
06.2013
Skills
- Training Programs
- Credit and collections
- Investigation Support
- Key Performance Indicators (KPIs)
- Customer Relationship Management
- Customer Service
- Shrinkage Prevention
- Account Management
- Customer Relations
- Quality Assurance
- Scheduling and calendar management
- Account Reconciliation
Timeline
Administrative Office Manager
Quality Life Healthcare
05.2024 - Current
Customer Service Supervisor
Packrat
08.2019 - 04.2024
Receptionist
Hendricks Trucking
12.2015 - 05.2019
Customer Care Representative
Xerox, ACS
08.2013 - 10.2015
High School Diploma -
Millbrook High School
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