Experience

Leidos

• Software Development
• 400 - 500 Employee

• Billing Analyst

  • Mar 2022 - Present



Huntsville-Madison County Emergency Communications

• Emergency Call Taker

  • Nov 2018 - Feb 2022

  ● The first line of defense acts as a critical part of emergencies by facilitating requests for incoming emergency and non-emergency calls through the Computer Aided Dispatch System (CAD). ● Investigates the nature of the emergency and ask follow-up questions as necessary to ensure caller and responders’ safety and prompt response times. ● Initiate Emergency Police Dispatch (EPD) questioning to convey caller responses and provide precise debriefs and appropriate safety instructions for police calls. ● Adhere to established policies and procedures for Police, Fire, and EMS agencies and route requests to appropriate agencies. ● Conserve sensitive and confidential information about events and callers discreetly and professionally. ● Sustain composure, emotional resilience, stamina, and being alert in a challenging and rewarding environment for prolonged periods. Show less



Alorica

• United States
• Outsourcing/Offshoring
• 700 & Above Employee

• Imaging Indexing

  • Apr 2007 - Nov 2021

  • Responsible for accurately and productively filing systematized collections of patient electronically-stored health information in a digital, handwritten or faxed note format. • Responsible for initiating customer accounts, creating electronic prescriptions for home delivery orders, placing reorders for recurring customers, faxing receipt of referral to physicians, and communication with pharmacist to update and correct orders. • Ensuring all guidelines and protocol are followed in according to HIPPA regulations. Show less



West Corporation

• IT Services and IT Consulting
• 700 & Above Employee

• Inbound Customer Service Representative/ Production Team Leader

  • Apr 2007 - Nov 2018

  • Communicate via inbound and/or outbound telephone calls in a professional and courteous manner. • Provide prompt resolution to customer inquiries by providing appropriate and accurate information, using the highest quality of customer service standards. • Accurately document and update records in required systems. • Develop and understand the functions of assigned programs, systems, and procedures necessary to perform job effectively in order to meet minimum program performance standards. • Maintain diplomacy and tact when dealing with escalated calls • Managed twenty five agents in an centralized call center environment • Responsible for monitoring calls and providing guidance and assistance in resolving issue, and taking escalated calls. • Responsible for monitoring employee performance metrics Show less