Angie Tolley
Tampa
Summary
Knowledgeable, professional and skilled in administrative support and customer service. Bringing years of experience managing fast-paced, front desk operations. Strong planning, problem solving and communication skills. Ambitious, cheerful, enthusiastic, positive nature with excellent people skills. Ready and excited to become part of a successful and highly motivated team.
Overview
18
18
years of professional experience
Work History
Clinic Manager
Ideal Image
Palm Harbor
08.2023 - Current
- Oversaw daily clinic operations and ensured compliance with health regulations.
- Managed daily operations of the clinic, including scheduling appointments and assigning staff.
- Directed, supervised and evaluated medical, clerical or maintenance personnel.
- Resolved customer complaints in a timely manner by following up on issues and taking corrective action when necessary.
- Maintained effective communication with patients regarding their treatments, medications, follow-up visits.
- Analyzed data from various sources to identify areas for improvement in patient satisfaction.
- Managed staff schedules and facilitated training for new team members.
- Implemented inventory management procedures for medical supplies and equipment.
- Oversaw recruitment of new personnel for the clinic, conducting interviews and making hiring decisions.
- Oversaw ordering, purchasing and maintenance of clinical equipment.
- Performed regular audits of patient charts to ensure accuracy of information recorded in medical records system.
- Provided oversight of financial management of the clinic, including budgeting and forecasting.
- Reviewed reports on operational performance metrics to measure efficiency levels.
Director of Client Care
Ideal Image
Palm Harbor
09.2021 - 08.2023
- Led client care strategies to enhance customer satisfaction at a leading aesthetics company.
- Facilitated communication between clients and management to resolve concerns effectively.
- Assisted in resolving escalated customer inquiries when necessary.
- Collaborated with other departments to ensure all customer inquiries were addressed promptly and efficiently.
- Used telephone, email and web chat services to answer customer questions.
- Offered friendly greetings and knowledgeable service to guests.
Respite Caregiver
Suncoast Hospice
Palm Harbor
01.2019 - 03.2020
- Supported primary caregivers in caring for clients with Alzheimer's disease and Dementia.
- Built strong and trusting rapport with clients and loved ones.
- Monitored health and well-being of clients, including significant health changes.
- Recorded client status progress and challenges in logbooks and reports.
- Utilized diverse activities to support social, emotional and recreational needs of individuals under care.
Customer Support Specialist
WellCare
Tampa
10.2015 - 04.2017
- Responded quickly to customer inquiries, needs and problems.
- Documented conversations with customers to track requests, problems and solutions.
- Assessed customer account information to determine current issues and potential solutions.
- Shared detailed information regarding options to help customers make decisions.
- Processed customer account changes using proprietary software.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Health Insurance Sales Agent
Humana
Tampa
02.2008 - 12.2015
- Coordinated enrollment into plan benefits directly with insurance company.
- Offered patients information and assistance navigating insurance coverage.
- Fielded inbound calls from customers inquiring about alternative insurance options to generate sales opportunities.
- Put together personalized plan recommendations based on individual means and desires.
- Processed changes in insurance policies and periodically reassessed client needs.
- Analyzed clients' needs and financial situations to customize insurance policies for individual necessity.
- Calculated premiums and established payment methods.
Skills
- Client satisfaction
- Proper phone etiquette
- Kronos, Salesforce, MS Office
- Team management
- Customer relationship management
- Closing sales
Additional Information
Thank you for taking the time to review my resume. I would love the opportunity of a face to face interview in order to better show my qualifications and explain why I would be an amazing asset to your company. I look forward to hearing from you.
Timeline
Clinic Manager
Ideal Image
08.2023 - Current
Director of Client Care
Ideal Image
09.2021 - 08.2023
Respite Caregiver
Suncoast Hospice
01.2019 - 03.2020
Customer Support Specialist
WellCare
10.2015 - 04.2017
Health Insurance Sales Agent
Humana
02.2008 - 12.2015