Experience

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  Johns Hopkins Hospital

  • Patient Access Specialist Ii

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  Johns Hopkins Hospital

  • Baltimore

  • Patient Access Specialist II

    • Feb 2014 - Present
    • Baltimore

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  Johns Hopkins Medicine

  • Patient Access Specialist II

    • Feb 2014 - Present

    Schedule Pediatric clinic visits in high volume call center setting. Maintain patient documents and information in accordance with regulations and laws. Assist the public by scheduling visits at Harriet Lane Clinic with the goal of ensuring proper healthcare is available in Maryland, specifically the inner city.

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  Verizon Wireless

  • Customer Care Representative

    • Feb 2013 - Feb 2014

    Handled incoming calls from Verizon Wireless customers. Placed orders for equipment and accessories. Provided billing information, account status and tier one troubleshooting for Verizon Wireless phones and devices. Assisted customers with plan options, device features and account management.

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  Swift Staffing

  • Board of Elections

    • Oct 2012 - Nov 2012

    Assisted with maintenance of voting machines and data entry. Maintained and entered requests for voter registration cards and absentee ballots. Counted provisional and absentee ballots with state supervision. Travelled to various voting sites to ensure proper functionality of the voting machines and to assist with equipment failures.

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  K Force Professional Staffing

  • Stanley, Black & Decker Customer Service Agent

    • Jan 2012 - Jul 2012

    Entered orders for tools and parts in fast paced call center environment utilizing a computer and telephone. Used SAP to track shipments and inventory. Provided warranty information and technical support as needed. Fielded and average of 100 calls daily.

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  Becton Dickenson

  • Clinical Customer Service Representative

    • Jul 2011 - Nov 2011

    Utilized SAP to provide availability, pricing and status of orders for Medical Diagnostic Equipment and supplies. Processed orders via telephone and internet. Used SAP to determine if product was available for shipment and to determine when customer will receive goods. Scanned and filed invoices and other sensitive documents for clients and sales representatives.

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  Comcast Cable

  • Collections Account Executive

    • May 2010 - Jul 2011

    Handled inbound calls in high volume call center. Managed payment plans and arrangements to collect past due balances on delinquent Comcast accounts. Provided information to customers concerning their current bill, recent payments and past due balances. Maintained a database of delinquent accounts via Microsoft Excel to insure that the most outstanding accounts were contacted and notified first. Completed various projects for management to show service disconnection rates and reviewed payments made on those accounts. Made outbound calls to customers to collect past due balances or to set up payment arrangements to restore or preserve Comcast services.

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  NCOePayments

  • Customer Service Manager

    • Apr 2007 - Dec 2009

    Successfully ran daily procedures and operations within the customer service department of NCO Financial’s online payment division. Supervised 4 employees. Was responsible for check production, accuracy and proper mailing to companies for record keeping. Utilized SAP, Microsoft Excel, Word, and UPS Shipping programs daily. As the result of demonstrated attention to detail, I was entrusted with the maintenance and upkeep of all records and bank information needed to ensure proper check production. Reported directly to the Vice President of Operations. Made business to business collection calls and mailed correspondence on delinquent accounts to collect payment. Report collections figures to Corporate Accounting on a monthly basis.

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  CoStar Group

  • Commercial Real Estate Research Analyst

    • Mar 2005 - Mar 2007

    Tracked and documented trends in commercial real estate. Researched new developments and projects for clients interested in leasing or listing available commercial space. Utilized the telephone and personal computer daily to assist clients in fast paced call center environment. Managed and maintained commercial listings for more than 100 realtors.

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  SCR Premium Budget Corporation

  • Customer Service Representative

    • May 2003 - Mar 2005

    Provided account information and status to insurance brokers via inbound call center. Opened new accounts and managed files associated with New York Auto Insurance Laws and Coverage. Made courtesy calls to brokers to advise them of changes in policy or procedure. Used a computer with MS-Dos applications and the telephone. Averaged 100-150 calls daily.

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  Global Payments

  • Research Agent

    • Apr 2002 - May 2003

    Provided customer service to merchants from the US and Canada utilizing a personal computer, the Internet, and the telephone. Provided the merchant with account information and the payment terminals used to process their Master Card and Visa transactions. Monitored merchant transactions for fraud and proper functionality of the terminals provided. Due to a proven ability to handle tough customers, took escalated calls and researched recurring issues with client orders and payments to insure customer satisfaction. Reported my findings directly to Quality Control for further investigation when necessary.

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  Corporate Express Call Center

  • Telephone Service Representative

    • Sep 1999 - Mar 2000

    Placed telephone and Internet orders from inbound call center. Provided customer service to clients utilizing a personal computer, the Internet, and the telephone. Handled very large call volume daily.

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  University of Maryland Eastern Shore

  • Office Clerk

    • Feb 1998 - Jun 1998

    Organized and filed student records in the Office of the Registrar. Updated system with student transfer and class credit documents. Completed large volumes of data entry projects.

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  Sprint Communications

  • Maryland Relay Operator

    • Jun 1997 - Oct 1997

    Utilized teletext equipment linked to a computer and the telephone to help bridge the gap between the hearing and the hearing impaired. Received inbound calls and made outbound calls as the speaking voice for the hearing impaired to assist them with communication with the hearing over the phone. Quickly and accurately typed responses from the hearing and transmitted them to the hearing impaired via teletext equipment and the Internet. Received accolades from both the hearing and the hearing impaired for my skills and professionalism.