Centricity
ANNA KAYE THORPE
Arlington,TX
Summary
Highly motivated and committed with proven history of superior performance at individual, team and organizational levels. Multitasks and prioritizes workloads with little or no supervision. Detail-oriented professional looking to use experience and skills in customer service, accounting and medical assisting to assist employer to meet the challenges of providing excellent customer satisfaction and contribute to company success. It is my desire to see my employer succeed and to be recognized as a team player that enhances productivity in the organization. I have a proven ability to establish rapport with clients; I am reliable and driven, with strong time management and prioritization abilities.
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Eager to bring a high level of dedication, adaptability, and strong communication skills to a remote role.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
Work History
Chat Support Representative
Liveops
06.2024 - Current
- Reduced escalations to higher-level support teams by successfully addressing customers'' issues at the first point of contact.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.
Client Access Specialist - Advisor II
Ellie Mental Health - Concentrix
02.2024 - Current
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided excellent customer service to patients and medical staff.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Engaged with patients to provide critical information.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Answered incoming calls, scheduled appointments and filed medical records.
Accounting Associate
MABSTAC, LLC
01.2020 - Current
- Applied mathematical abilities to calculate and check figures in accounting systems.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Reported financial data and updated financial records in ledgers and journals.
- Oversaw documentation and reporting of expenses, sales and other transactions.
Customer Service Representative
Alorica
10.2024 - 11.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Guest Care Specialist
TopGolf - Shiftsmart
01.2024 - 11.2024
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Service Representative
Transworld Systems Inc.- Baltimore Gas & Electric
03.2024 - 09.2024
- Educated customers on their financial obligations, offering guidance on budgeting and repayment options tailored to their individual circumstances.
- Proficiently managed a high-volume workload of inbound calls from customers seeking assistance with their past-due balances.
- Developed strong relationships with customers through empathetic communication and active listening, resulting in increased trust and cooperation during collections efforts.
- Streamlined the collections process for enhanced efficiency and accuracy in tracking delinquent accounts.
Medical Assitant
Capital Women's Care
01.2023 - 02.2024
- Taught patients about medications, procedures, and care plan instructions.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
Remote Survey Caller
Shiftsmart
10.2022 - 01.2024
- Delivered prepared survey's from script and persuaded potential customer to complete survey
- Leveraged CRM database to manage customer data, log calls and other activities and generate reporting to deliver actionable insights and develop sales pipeline.
- Sourced and pre-qualified leads and identified new business opportunities by dialing 200+ daily outbound calls to build partnerships and achieve sales quota.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Completed surveys by rechecking contact information before ending each call.
- Observed participants and recorded results.
- Followed scripted questionnaires verbatim to collect research data.
- Reviewed collected data obtained from interviews for completeness and accuracy.
- Elicited comments from individuals surveyed and accurately recorded comments.
- Managed over 50 customer calls per day
Remote Customer Service Representative
Solutran
10.2022 - 01.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Manage incoming phone calls by responding to request and assisting with inquiries
- Managed over 50 customer calls per day
Teemer
HEH Food
10.2022 - 03.2023
- Cultivated warm relationships with regular customers.
- Bussed and reset tables to keep dining room and work areas clean.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Seated customers in timely manner by managing reservations and waitlists skillfully.
- Answered customers' questions, recommended items, and recorded order information.
- Processed orders and sent to kitchen employees for preparation.
Scheduling Coordinator
My Diabetes Tutor
12.2021 - 01.2022
- Gathered employee data to develop monthly work schedules, enabling proper staffing for departments for each shift.
- Developed strong working relationships with management and executive team through effective scheduling and communication skills.
- Worked with manager and supervisor to plan and coordinate production schedules.
- Developed and implemented scheduling policies.
- Developed weekly production status reports for supervisor and manager.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
Medical Assistant
Central Valley Pain Management
11.2021 - 12.2021
- Directed patients to exam rooms, fielded questions and prepared for physician examinations.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Obtained client medical history, medication information, symptoms and allergies.
- Sanitized, restocked and organized exam rooms and medical equipment.
- Completed clinical procedures and gathered patient data for interpretation by physician.
- Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs.
- Obtained pre- and post-treatment vital signs and weight.
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
Medical Assistant
Chesapeake Internist LTD
10.2020 - 05.2021
- Clinical Medical Assisting
- Patient care, vitals, injections & vaccines
- EHR documentation
Medical Assistant
Virginia Family Medicine
10.2018 - 07.2019
- Record patient’s vital signs and prepare for examination
- Assist physicians with in-house procedures
- Input and update patient information
- Maintained exam rooms and supplies
- Administered injections/vaccinations as directed by physicians
- Collect lab specimens and performed basic test
Weight Loss Coach
Grace Weight Loss Center
10.2017 - 01.2019
- Teach healthy and lifestyle choices to help lose and maintain a good diet and weight loss
- Focus on three core concepts: body composition, behavior modification and low-glycemic eating
- Work with health care professionals implementing customized wellness solutions for clients
- Educate patients about long term health benefits of balanced diets
- Assist clients in creating a health vision and goals for their health and wellness program
- Educated patients about therapeutic nutrition, sanitation, food prep and presentation
- Assessed patients and documented their medical histories
- Performed monthly inventory and maintained office supply count.
Receptionist
Grace Weight Loss Center
04.2017 - 01.2019
- Welcomes patients and visitors by greeting patients and visitors, in person or on the telephone; answering or referring inquiries
- Schedule and Reschedule appointments
- Obtains revenue by recording and updating financial information; recording and collecting patient charges
- Send out follow up emails with clients
Medical Assistant/Surgical Technician
Sono Bello
08.2018 - 10.2018
- Record patient’s vital signs and prepare for examination
- Assist physicians with surgical procedures
- Input and update patient information
- Maintained exam rooms and supplies
- Assisted front desk staff as needed
Surgical Technician
Capital Women's Care
09.2017 - 08.2018
- Participates in in-office Surgical Fridays
- Gathered and set up equipment, tools and supplies and arrange instruments according to surgeons' preferences or instruction.
- Collected, prepared and disposed of medical specimens.
- Anticipated surgeons needs and handed instruments and supplies to surgeons during procedures.
- Prepared instruments for terminal sterilization and reset surgical suites for next procedure.
Medical Assistant/Scribe
Capital Women’s Care
08.2017 - 08.2018
- Record patient’s vital signs and prepare for examination
- Assist physicians within house surgical procedures
- Administered injections/vaccinations as directed by physicians
- Attend to walk in nurse visits and calls
- Collect lab specimens and performed basic test
- Input and update patient information
- Issue medications and refills
- Maintained exam rooms and supplies
- Assisted front desk staff as needed
Medical Receptionist
Mid Atlantic Urogynecology & Pelvic Surgery
02.2017 - 08.2017
- Welcomes patients and visitors by greeting patients and visitors, in person or on the telephone; answering or referring inquiries
- Schedule appointments
- Obtains revenue by recording and updating financial information; recording and collecting patient charges
Education
Clinical Medical Assistant - Medical Assisting
Metropolitan Institute of Health And Technology
Lorton, VA 12.2017 - 08.2018
Bachelor of Science - Biology, Accounting
Old Dominion University
Norfolk, VA 01.2014 - 12.2016
Associate of Science - Science (Biology)
Northern Virginia Community College
Alexandria, VA 01.2012 - 12.2013
Skills
Project Management
Adaptability & Organizational Skills
Self-Motivation and Discipline
Collaboration and Teamwork
Cybersecurity Awareness
Initiative and Proactiveness
Strong problem solving and conflict resolution abilities
Adept at time management
Proficient in using CRM software and virtual communication tools
Active listening and empathy in customer interactions
Excellent verbal and written communication skills
Multitasking
Proficient in the use of Word, Excel, Outlook, and PowerPoint
Medical Terminology
Patient Flow Management
Patient-Focused Care
Customer Relationship Management (CRM)
EMR / EHR
HIPAA Compliance
Medical Billing / Insurance Claims
Medical Office Management
Call Center / Customer Service
Data Entry
Accounting and Bookkeeping
Financial Management
Customer Service & Technical Support
Office Administration
Objective
Versatile and results-driven professional seeking a remote position to leverage a strong background and proven success in customer service. Committed to driving efficiency, fostering collaboration, and exceeding goals in a virtual work environment.
Certification
First Aid/CPR Certified
Software
Athena Net
NexGen
Epic
Remote Work Setup
Dual Monitor work station
USB Headset
Webcam
High-speed and reliable internet connection.
Download Speed: 531.17Mbps & Upload Speed: 539.97Mps
Dedicated home office space with a quiet environment for focused work
MAC iOS & Windows 10/11 Computers
References
Available upon request.
Timeline
Customer Service Representative
Alorica
10.2024 - 11.2024
Chat Support Representative
Liveops
06.2024 - Current
Customer Service Representative
Transworld Systems Inc.- Baltimore Gas & Electric
03.2024 - 09.2024
Client Access Specialist - Advisor II
Ellie Mental Health - Concentrix
02.2024 - Current
Guest Care Specialist
TopGolf - Shiftsmart
01.2024 - 11.2024
Medical Assitant
Capital Women's Care
01.2023 - 02.2024
Remote Customer Service Representative
Solutran
10.2022 - 01.2024
Remote Survey Caller
Shiftsmart
10.2022 - 01.2024
Teemer
HEH Food
10.2022 - 03.2023
Scheduling Coordinator
My Diabetes Tutor
12.2021 - 01.2022
Medical Assistant
Central Valley Pain Management
11.2021 - 12.2021
Medical Assistant
Chesapeake Internist LTD
10.2020 - 05.2021
Accounting Associate
MABSTAC, LLC
01.2020 - Current
Medical Assistant
Virginia Family Medicine
10.2018 - 07.2019
Medical Assistant/Surgical Technician
Sono Bello
08.2018 - 10.2018
Clinical Medical Assistant - Medical Assisting
Metropolitan Institute of Health And Technology
12.2017 - 08.2018
Weight Loss Coach
Grace Weight Loss Center
10.2017 - 01.2019
Surgical Technician
Capital Women's Care
09.2017 - 08.2018
Medical Assistant/Scribe
Capital Women’s Care
08.2017 - 08.2018
Receptionist
Grace Weight Loss Center
04.2017 - 01.2019
Medical Receptionist
Mid Atlantic Urogynecology & Pelvic Surgery
02.2017 - 08.2017
Bachelor of Science - Biology, Accounting
Old Dominion University
01.2014 - 12.2016
Associate of Science - Science (Biology)
Northern Virginia Community College
01.2012 - 12.2013
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