Alyssa Marshall
Quinton
Summary
A dedicated and caring healthcare worker with extensive customer service experience. I have successfully completed clinical rotations as a nursing student, currently obtaining my Behavioral Health Technician and Medical Coder certificates, and certified in AHA BLS CPR. Known for excellent communication skills, adaptability in fast paced environments, and providing empathetic, patient-centered care. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience. I'm seeking a position as a Customer Service Specialist, Patient Care Technician, Patient Access Representative, or Billing/Claims Coordinator that allows me to continue advancing in the healthcare and customer service field while obtaining my degrees.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Assistant Manager
Grub, LLC
Quinton, VA
05.2023 - Current
- Direct daily restaurant operations, supervising kitchen, bar, and front of house staff to ensure smooth service and exceptional guest experiences.
- Recruit, interview, hire, and train new employees while fostering a supportive and performance driven culture.
- Manage payroll, scheduling, and tip distribution to maintain fairness and operational efficiency.
- Streamline communication between front of house and back of house teams to improve accuracy and speed of service.
- Develop and implement staff training programs focused on safety, sanitation, and exceptional customer service.
- Create and execute marketing and menu promotions to increase sales and brand visibility.
- Resolve customer issues with professionalism, demonstrating empathy and commitment to guest satisfaction.
- Conduct performance evaluations and coaching sessions to promote accountability and career development.
- Monitor inventory levels, manage vendor contracts, and ensure timely ordering to prevent shortages.
- Analyze weekly sales data to identify trends and implement strategies for profitability improvement.
- Enforce compliance with health, safety, and food handling regulations according to state and local guidelines.
- Ensure the restaurant meets financial targets by optimizing labor costs and minimizing waste.
- Maintain detailed administrative documentation for audits, vendor records, and team performance tracking.
- Foster a positive and inclusive work environment built on respect, teamwork, and clear communication.
Server/Bartender
Grub, LLC
Quinton, VA
05.2021 - 05.2023
- Delivered exceptional customer service in a high volume environment while maintaining professionalism under pressure.
- Anticipated guest needs and provided personalized dining recommendations to enhance customer satisfaction.
- Ensured all food and beverage orders were delivered promptly and accurately.
- Demonstrated extensive knowledge of menu offerings, ingredients, and allergens to assist guests in making informed decisions.
- Practiced responsible alcohol service and maintained compliance with ABC and safety regulations.
- Built loyal customer relationships through attentive service and friendly communication.
- Assisted in daily opening and closing duties, cash handling, and accurate reconciliation of transactions.
- Supported training of new team members to uphold company standards and service consistency.
- Collaborated effectively with kitchen and bar staff to manage complex or special requests.
- Promoted daily specials and upsold menu items to increase sales and check averages.
- Maintained bar cleanliness, restocked inventory, and ensured all supplies were readily available.
- Followed proper sanitation protocols to maintain a clean and safe work environment.
- Assisted management with event coordination, catering setup, and private dining services.
Customer Care Representative II (work from home)
Anthem, Inc.
Richmond, VA
11.2019 - 12.2021
- Managed high-volume inbound calls regarding insurance policies, claims, billing, and benefits with empathy and precision.
- Verified member eligibility, benefits, and policy details while adhering to HIPAA standards.
- Provided clear explanations of coverage, claim status, and procedural requirements to ensure member understanding.
- Maintained detailed case notes in workflow systems for accurate documentation and quality assurance.
- Collaborated with cross-functional departments to resolve complex issues efficiently and ensure member satisfaction.
- Supported new team members through peer training, knowledge sharing, and system navigation guidance.
- Demonstrated adaptability to changing policies, technologies, and metrics in a fast-paced, remote environment.
- Managed confidential medical and financial information securely and responsibly.
- Tracked and distributed fax communications; uploaded documentation from insurance portals into the EHR system.
- Served as a liaison between providers, patients, payers, and internal departments to facilitate UM services.
- Maintained accurate records of authorizations, denials, appeals, and other UM activities.
- Followed UM policies and procedures, escalating cases when necessary.
- Completed administrative duties including fax distribution, answering inquiries, and routing to appropriate departments.
- Resolved escalated member and provider concerns using critical thinking, deescalation techniques, and service recovery strategies.
- Interpreted payer guidelines, medical necessity criteria, and plan limitations to support appropriate utilization outcomes.
- Met and exceeded productivity, quality, and compliance benchmarks while maintaining a high standard of member-centered service.
- Navigated multiple internal and external systems simultaneously to efficiently research and resolve inquiries.
- Identified trends in recurring issues and communicated findings to leadership to support process improvement initiatives.
- Ensured timely follow up on pending cases, authorizations, and documentation to prevent service delays.
- Applied problem solving skills to determine root causes and recommend appropriate resolutions within scope of authority.
- Demonstrated professionalism and emotional intelligence when handling sensitive or high stress interactions.
- Adhered to call-flow protocols, scripting standards, and regulatory requirements during all member interactions.
- Supported departmental audits and quality reviews by ensuring accuracy, completeness, and compliance of documentation.
- Assisted with onboarding activities by answering process questions and reinforcing best practices for newer staff.
- Maintained consistent attendance and reliability in a performance-driven remote work environment.
Administrative Assistant
Garner, Adams, & Associates, PLLC
Richmond, VA
01.2019 - 09.2019
- Supported partners and legal staff with administrative, scheduling, and documentation tasks in a fast-paced law office.
- Answered high volume calls, screened inquiries, and directed communication to appropriate departments.
- Drafted correspondence, reports, and memos with exceptional attention to grammar and confidentiality.
- Organized and maintained electronic and physical filing systems to ensure efficient record retrieval.
- Prepared meeting materials and coordinated client appointments, ensuring seamless daily operations.
- Processed invoices, tracked expenses, and assisted with basic bookkeeping tasks.
- Collaborated with vendors and external partners to coordinate deliveries, services, and billing.
- Helped develop new office procedures that streamlined workflows and improved data accuracy.
- Managed calendars for senior partners and ensured timely communication of meeting reminders and updates.
- Assisted with onboarding new hires by preparing documentation and orientation materials.
- Maintained an organized front office appearance to reflect a professional and welcoming environment.
- Demonstrated exceptional discretion and judgment when handling sensitive client information.
Server
Carolina Ale House
Glen Allen, VA
10.2017 - 11.2018
- Delivered attentive, efficient service while fostering a positive dining experience for every guest.
- Memorized menu details, specials, and seasonal offerings to provide accurate guidance to patrons.
- Communicated effectively with team members to manage busy shifts and ensure timely service.
- Anticipated guest needs, addressed concerns quickly, and maintained a professional, friendly demeanor.
- Adhered to health and safety standards, ensuring compliance with sanitation policies and allergen awareness.
- Assisted with training new servers on POS systems, service flow, and menu knowledge.
- Contributed to team success by supporting coworkers during peak hours and maintaining composure under pressure.
- Helped plan and execute promotional events, increasing foot traffic and sales.
- Balanced cash drawers, processed payments, and reconciled sales accurately each shift.
- Recognized by management for consistently high customer feedback scores and teamwork.
Store Manager
The Wireless Center
Ruther Glen, VA
09.2017 - 10.2018
- Fulfills store operational obligations through employee scheduling and assignment, as well as by monitoring work outcomes.
- Oversees staff members through the processes of recruitment, selection, orientation, and training.
- Maintains job performance of staff members through counseling, coaching, and disciplinary measures; additionally, plans, monitors, and evaluates job performance.
- Executes financial goals through the preparation of a yearly budget, allocation of funds, examination of discrepancies, and initiation of remedial measures.
- Determines present and future consumer needs through the development of relationships with prospective and existing clients, as well as individuals capable of comprehending service requirements.
- Maintains inventories and approves contracts to ensure a steady supply of products and services.
- Develops pricing policies through the evaluation of merchandising activities, identification of supplementary sales promotion requirements, authorization of liquidation sales, and analysis of trends.
- Markets products through the examination of advertising, sales promotion, and display strategies; conducts profitability ratio analyses of operating and financial statements.
- Assembles and implements security systems and measures to safeguard merchandise.
- Maintains a sanitary and secure store environment to safeguard both consumers and employees.
- Preserves the stores standing and reputation through adherence to legal obligations.
- Determines modifications to the marketing strategy through a review of financial and operating statements as well as departmental sales records.
- Contributes to professional societies; attends educational seminars; reviews professional publications; and establishes personal networks to preserve professional and technical expertise.
- Facilitates the sustenance of operations through the establishment, coordination, and enforcement of policies and procedures pertaining to programs, operations, and staff members.
- Contributes to the team effort by completing tasks that require completion.
- Develop and implement customer loyalty programs to increase customer retention and drive sales growth.
- Identify and implement strategies to improve store efficiency and productivity.
- Manage and motivate a team of sales associates to achieve sales targets and provide excellent customer service.
Sales Representative
The Wireless Center - Verizon Wireless Premium Retailer
Ashland, VA
07.2016 - 09.2017
- Exceeded individual and team sales goals through relationship based selling and expert product knowledge.
- Conducted customer needs assessments and recommended products and plans tailored to each client.
- Delivered engaging presentations of devices, accessories, and data plans to promote upgrades and add ons.
- Resolved billing and technical issues promptly to maintain customer satisfaction and loyalty.
- Recorded sales transactions accurately and maintained compliance with company procedures.
- Maintained up to date knowledge of wireless technologies, devices, and market trends.
- Built and sustained lasting professional relationships with returning customers.
- Trained new team members on customer engagement strategies and store operations.
- Recognized for consistently achieving high sales performance and positive customer feedback.
Education
College Career Certificate - Behavioral Health Technician
J Sargeant Reynolds Community College
Richmond, VA08-2026
College Career Certificate - Medical Coding
J Sargeant Reynolds Community College
Richmond, VA01-2027
Associate Degree in Nursing - Nursing
J Sargeant Reynolds Community College
Richmond, VA12-2027
High School Diploma -
Varina High School
Henrico, VA, US06.2016
High School Diploma -
Atlee High School
Hanover, VA06.2013
Skills
- Customer Service & Client-Focused Support
- Guest Relations & Hospitality
- Customer Relations & Retention
- Call Center Support
- Multi-Line Phone Systems
- Professional Phone Etiquette
- Conflict Resolution
- Problem Resolution
- Communication Skills
- Administrative & Office Management
- Reception & Front Desk Operations
- Data Entry & Data Management
- Documentation Review
- Invoice Processing
- Typing & Computer Operations
- Microsoft Office Suite (Word, Excel)
- Accounting Systems & QuickBooks
- Social Media Content Support
- Organizational & Time Management Skills
- Attention to Detail
- Sales Performance & Revenue Growth
- Store Management
- Cash Management
- Goal Setting & Task Delegation
- Team Leadership & Motivation
- Staff Supervision & Training
- Decision-Making & Problem-Solving
- Workload Management
- Server Experience
- Restaurant & Hospitality Operations
- POS & MICROS Systems
- Cash Register & Cash Handling
- CPR Certified
- Safe Patient Lifting Practices
- Call Light & Emergency Response
- Hazard Identification & Correction
- Safe Environment Creation
- Healthcare Privacy Compliance
- Health Monitoring & Promotion
- Isolation Techniques
- Experience Working with Children
Certification
- Driver's License
- Food Handler Certification
- CPR Certification April 2024 to April 2026 Certified through BLS Heart Code of American Heart Association
- ACLS Certification
- BLS Certification
- Non-CDL Class C
Timeline
Assistant Manager
Grub, LLC
05.2023 - Current
Server/Bartender
Grub, LLC
05.2021 - 05.2023
Customer Care Representative II (work from home)
Anthem, Inc.
11.2019 - 12.2021
Administrative Assistant
Garner, Adams, & Associates, PLLC
01.2019 - 09.2019
Server
Carolina Ale House
10.2017 - 11.2018
Store Manager
The Wireless Center
09.2017 - 10.2018
Sales Representative
The Wireless Center - Verizon Wireless Premium Retailer
07.2016 - 09.2017
College Career Certificate - Behavioral Health Technician
J Sargeant Reynolds Community College
College Career Certificate - Medical Coding
J Sargeant Reynolds Community College
Associate Degree in Nursing - Nursing
J Sargeant Reynolds Community College
High School Diploma -
Varina High School
High School Diploma -
Atlee High School