Amy Pennycook
Mercyhealth
Janesville
31
years of professional experience
Skilled call center and patient service professional with experience supporting high-volume calls, managing documentation, and updating scheduling systems. Strong background in training new employees, maintaining department resources, and handling customer concerns with professionalism. Focused on improving service quality, accuracy, and team readiness.
Work History
Call Center CSR Advanced
9 Years 8 Months- Manage high-volume patient calls, resolving scheduling, and care-navigation questions with accuracy.
- Assist callers with scheduling classes and events.
- Taking payment for classes.
- Training new employees and maintaining our department training manual.
- Assist callers with finding new providers.
- Maintaining our department flipper book.
- Replying to our "Contact Us" emails on the Mercy website.
- Updating our On-Call physician board regularly.
- Updating Physician vacation schedules and protocols.
- Creating Holiday hours sheets for all of our clinics.
- Updating new patient wait times sheets for all our clinics that provide primary care.
- Entering new doctors into N-Centaurus.
- Building and updating classes and events into N-Centaurus.
- Paging doctors after clinic hours.
Sales Clerk
15 Years 1 Month- Recommended wines, spirits, and beer based on customer preferences and product knowledge.
- Operated point-of-sale system to process sales, returns, and cash transactions accurately.
- Verified identification and enforced alcohol sales compliance policies consistently.
- Restocked shelves, coolers, and displays to maintain organized, shoppable store presentation.
Assistant Manager
8 Years 11 Months- Supervised daily store operations, ensuring smooth opening, closing, and shift coverage.
- Trained cashiers on POS procedures, customer service standards, and register accuracy.
- Resolved customer concerns promptly, maintaining service quality and store reputation.
- Monitored inventory levels, replenished stock, and coordinated receiving with vendors.
Education
High School Diploma
Skills
Call center customer service
Customer support
Database management
Complaint resolution
Payment processing
Scheduling management
Data entry
Issue resolution
Written and oral communication
Call log management
Timeline
Call Center CSR Advanced
Mercyhealth
03.2017 - CurrentRead More
Sales Clerk
Cork N' Bottle Liquor Store
02.2002 - 03.2017Read More
Assistant Manager
Lion's Quick Mart
09.1995 - 08.2004Read More
Parker High School
High School Diploma
Read More