Angelia Shelton
Medical Assistant, Patient Care Technician,Phlebotomist, Dialysis Patient Technician
Mount Prospect,IL
Summary
Dedicated call agent with over 12 years of experience in customer service and telemarketing. Recognized for outstanding communication skills and the ability to adapt to various customer needs while achieving sales goals. Highly organized and self-directed, capable of managing multiple tasks efficiently. Committed to providing a positive customer experience and supporting organizational growth through effective problem-solving and relationship-building.
Overview
7
7
years of professional experience
Work History
Inbound Call Agent
LTD Commodities
07.2007 - 10.2007
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships.
- Identified consumer needs, clarified information and researched issues to provide alternative solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Coordinated topics with call center scripts to handle consumer questions, delivering appropriate answers.
- Maintained accurate records of incoming calls in internal database.
- Forwarded calls to management if outstanding issue required immediate resolution.
- Implemented basic troubleshooting and support techniques to enable speedy resolution of callers' issues.
- Processed exchange requests in computer system.
- Tracked programs and provided services to improve consumer retention.
- Monitored queues and email inboxes to respond to consumers via multiple media formats.
- Completed paperwork within established guidelines to document consumer requests.
- Followed up on sales leads through outbound calling.
- Communicated effectively with clientele to maintain customer satisfaction and loyalty.
- Provided timely, courteous and knowledgeable responses to information requests.
- Achieved established sales targets by generating new customer accounts.
- Developed new leads each day at or above quotas.
- Collaborated with new customers to give details about company offerings.
Medical Assistant
Devine Family Medical
01.2006 - 08.2006
- Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
- Scheduled appointments for patients via phone and in person.
- Measured vital signs and took medical histories to prepare patients for examination.
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
- Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
- Cleaned and maintained medical equipment following procedures and standards.
- Educated patients about medications, procedures and physician's instructions.
- Responded to patient callbacks and phone-in prescription refill requests.
- Secured patient information and maintained patient confidence by completing and safeguarding medical records.
- Contacted pharmacies to submit and refill patients' prescriptions.
- Assessed, documented and monitored vital signs for patients within outpatient setting.
- Assisted with diagnostic testing by collecting and packaging biological specimens for internal and laboratory analysis.
- Participated in team meetings to improve workflows and contribute to improving patient population outcomes.
- Maintained inventory, vaccination and product expiration logs to record updated documentation for tracking purposes.
- Conducted insurance verification and pre-certification and pre-authorization functions.
- Incorporated outside records into charts and EHR.
- Collaborated with local pharmacies to resolve and clarify issues with patient medication.
- Labeled and completed lab requisitions using ICD and CPT coding.
- Performed preliminary physical tests to accurately record results in patient history summary.
- Followed principles of asepsis and infection control to meet patient safety guidelines.
- Administered rapid tests for COVID and strep to help clinical staff assess conditions.
Cashier and Host
Smokey Bones Bar & Fire Grill
05.2005 - 09.2005
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Accepted cash and credit card payments, issued receipts and provided change.
- Answered customer questions and provided store information.
- Collected payments and provided accurate change.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Helped customers find specific products, answered questions and offered product advice.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Worked closely with front-end staff to assist customers.
- Trained new team members in cash register operation, stock procedures and customer services.
- Processed sales transactions to prevent long customer wait times.
- Preserved appearance of store by arranging and replenishing displays and merchandise racks.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Learned roles of other departments to provide coverage and keep store operational.
- Scanned merchandise using point-of-sale system for accurate purchase totals.
- Helped with purchases and signed customers up for rewards program.
- Discounted purchases by scanning and redeeming coupons.
- Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
- Greeted incoming guests to escort to assigned dining area and present menus.
- Greeted guests and gathered information to seat groups or place on waitlist.
- Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.
- Responded appropriately to customer complaints, bringing major issues to attention of manager on duty.
- Stayed attentive to server availability and table turnover to quickly seat guests.
- Built positive relationships with other front-of-house and kitchen staff.
- Greeted customers, answered questions and recommended specials to increase profits.
- Answered telephone to provide dining information and take reservations.
- Communicated with servers about new tables, changes in food availability and customer comments.
- Escorted guests to seating area, furnished menus and highlighted daily specials.
- Monitored dining area to assess server capacity and estimate wait times.
Patient Care Technician
Central DuPage Hospital
04.2002 - 03.2004
- Obtained patient vital signs and reported results to staff nurse or physician to identify changes from prior measurements.
- Responded to bell or light signal calls to assist patients with needs.
- Performed variety of delegated basic patient care services to support nursing functions and activities of daily living.
- Documented patient intake and dietary requirements and aided with feeding and monitoring.
- Assisted with patient admissions, discharges and transfers.
- Promoted patient satisfaction by assisting with bathing, dressing and exercising.
- Delivered outstanding patient care based on physical, psychological, educational and related criteria.
- Recorded patient conditions and vital signs before and after medical operations.
- Identified and reported observations and clinical symptoms to appropriate healthcare professionals, driving timely intervention.
- Transported patients to other areas of hospital in wheelchairs and gurneys for tests, treatments and therapies.
- Collected biological specimens and packaged for laboratory transport to complete diagnostic tests.
- Performed minor housekeeping tasks to keep patient areas clean and sanitized.
- Supported healthy patient skin with bedside baths, wound care and integrity checks.
- Restocked unit frequently with necessary medical supplies.
- Looked for physical, emotional and symptomatic changes in patient condition and obtained necessary care for medical concerns.
- Kept instruments and equipment clean and sanitized.
- Notified senior staff of patient emergencies to optimize outcomes.
- Prepared patient chart for admission and compiled appropriate paperwork.
- Maintained inventory levels of stock items, supplies and equipment to foster smooth and cost-effective unit operations.
- Examined and treated patient lacerations, contusions and physical symptoms and referred patients to other medical professionals.
Patient Care Technician
Fox Valley Dialysis
06.2000 - 12.2001
- Obtained patient vital signs and reported results to staff nurse or physician to identify changes from prior measurements.
- Responded to bell or light signal calls to assist patients with needs.
- Performed variety of delegated basic patient care services to support nursing functions and activities of daily living.
- Documented patient intake and dietary requirements and aided with feeding and monitoring.
- Assisted with patient admissions, discharges and transfers.
- Delivered outstanding patient care based on physical, psychological, educational and related criteria.
- Recorded patient conditions and vital signs before and after medical operations.
- Identified and reported observations and clinical symptoms to appropriate healthcare professionals, driving timely intervention.
- Transported patients to other areas of hospital in wheelchairs and gurneys for tests, treatments and therapies.
- Collected biological specimens and packaged for laboratory transport to complete diagnostic tests.
- Performed minor housekeeping tasks to keep patient areas clean and sanitized.
- Supported healthy patient skin with bedside baths, wound care and integrity checks.
- Restocked unit frequently with necessary medical supplies.
- Looked for physical, emotional and symptomatic changes in patient condition and obtained necessary care for medical concerns.
- Kept instruments and equipment clean and sanitized.
- Notified senior staff of patient emergencies to optimize outcomes.
- Prepared patient chart for admission and compiled appropriate paperwork.
- Maintained inventory levels of stock items, supplies and equipment to foster smooth and cost-effective unit operations.
- Examined and treated patient lacerations, contusions and physical symptoms and referred patients to other medical professionals.
Education
Cosmology - Beauty School
Regency Beauty Institute Aurora, IL
4374 E New York St.Associate of Applied Science - Medical Assisting
Robert Morris University - Illinois
Chicago, ILAssociate of Science - Phlebotomy
Waubonsee Community College
Sugar Grove, ILSkills
Product and service understanding
Education and Training
Medical Assistant
Patient Care Technician
Phlebotomy
DIALYSIS PATIENT TECHNICIAN
Timeline
Inbound Call Agent
LTD Commodities
07.2007 - 10.2007
Medical Assistant
Devine Family Medical
01.2006 - 08.2006
Cashier and Host
Smokey Bones Bar & Fire Grill
05.2005 - 09.2005
Patient Care Technician
Central DuPage Hospital
04.2002 - 03.2004
Patient Care Technician
Fox Valley Dialysis
06.2000 - 12.2001
Cosmology - Beauty School
Regency Beauty Institute Aurora, IL
Associate of Applied Science - Medical Assisting
Robert Morris University - Illinois
Associate of Science - Phlebotomy
Waubonsee Community College