Summary
Overview
Work History
Education
Skills
Medical Background
Timeline
Generic

Barbara Armstrong

Sebring

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the retail and medical industries. Solid team player with an outgoing, positive demeanor. Proven skills in establishing rapport with clients. Motivated by maintaining customer satisfaction and contributing to company success. Specializes in quality, speed, and process optimization, always striving for excellence. Articulate, energetic, and results-oriented approach. Exemplary passion for developing relationships, cultivating partnerships, and growing businesses. Expert in data entry and typing with a speed of 80 WPM.

Overview

35
35
years of professional experience

Work History

Office Admin/Lead Customer Service Representative

Bealls, Sebring Tile Company, Massey Services, Maus Toyota
06.2005 - Current
  • Scheduling appointments, cash management, work orders
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Actively participated in interdepartmental projects aimed at improving overall organizational effectiveness.
  • Established positive relationships with clients through regular follow-ups and personalized service offerings.
  • Successfully managed multiple priority tasks while maintaining excellent attention to detail under tight deadlines.
  • Ensured all customer complaints were addressed promptly, resulting in a significant reduction in escalations.
  • Collaborated with cross-functional teams to ensure seamless communication and coordination for customer inquiries.
  • Decreased average call time through effective problem-solving techniques and clear communication with customers.
  • Continuously sought opportunities for professional development and stayed current with industry trends to enhance job performance.
  • Exceeded sales targets by upselling products or services during routine customer interactions.
  • Streamlined processes for better service delivery, resulting in improved customer retention rates.
  • Delivered prompt service to prioritize customer needs.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promptly responded to inquiries and requests from prospective customers.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Managed timely and effective replacement of damaged or missing products.
  • Investigated and resolved accounting, service and delivery concerns.

Bank Teller

Sebring Bank
02.2009 - 06.2013
  • Accounts, products and reports
  • Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
  • Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
  • Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
  • Processed customer transactions promptly, minimizing wait times.
  • Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
  • Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
  • Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
  • Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
  • Counted and packaged currency and coins.
  • Provided exceptional customer service, resulting in increased client retention and loyalty.
  • Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
  • Reconciled cash drawer and resolved discrepancies.
  • Educated customers on use of banking website and mobile apps.

Underwriting/Client Relations

Wells Fargo
04.2004 - 09.2009
  • Loan analysis, financial reports, appraisals, liaison, relationship management, employment record keeping
  • Enhanced client satisfaction by providing exceptional customer service in responding to inquiries and resolving concerns.
  • Served as a liaison between various departments, ensuring clear communication and alignment on goals and objectives.
  • Improved internal communication processes for better team collaboration and efficiency.
  • Developed relationships with community partners to create new opportunities for collaboration and support.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Monitored front areas so that questions could be promptly addressed.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.

Medical Assistant

Medical Facilities / Sebring Florida
01.1990 - 01.2000
  • Sanitized, restocked, and organized exam rooms and medical equipment.
  • Obtained client medical history, medication information, symptoms, and allergies.
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • Performed medical records management, including filing, organizing and scanning documents.
  • Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
  • Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
  • Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
  • Improved patient experiences by efficiently managing appointments and maintaining organized medical records.
  • Optimized appointment scheduling processes to minimize conflicts and maximize physician availability for patients.
  • Streamlined patient check-in process, reducing administrative burden for medical staff.
  • Improved patient satisfaction, efficiently managing appointment schedules and reducing wait times.
  • Assisted with billing and coding processes, ensuring accurate insurance claims and patient invoicing.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.

Education

Ohio Medical School

Skills

  • Complaint handling
  • Team member training
  • Call management
  • Work prioritization
  • Customer complaint resolution
  • Account management
  • Customer support
  • Customer correspondence
  • Database maintenance
  • Order processing
  • Service recommendations
  • Appointment scheduling
  • Appointment setting
  • Fast learner
  • Customer service
  • Problem-solving
  • Attention to detail
  • Multitasking and organization
  • Positive and friendly
  • Interpersonal communication
  • Quality control
  • Administrative support
  • Calm and professional under pressure
  • Professional telephone demeanor
  • Teamwork and collaboration
  • Understanding customer needs
  • Store maintenance
  • MS office

Medical Background

  • Medical Assistant Certification, University of Toledo
  • Nine years – Medical College of Ohio (a teaching hospital)
  • Started in Medical Transcription in Internal Medicine Department, then became Medical Secretary for Gastroenterology and Pulmonary Division
  • Administrative Assistant for the Head of Department of Orthopedics
  • Administrative Assistant for the Dean of Student Affairs
  • Experience: Medical Terminology, scheduling, patient records, student scheduling and correspondence, facilitating student placement into residency programs including Medical College of Ohio Residency Program


Timeline

Bank Teller

Sebring Bank
02.2009 - 06.2013

Office Admin/Lead Customer Service Representative

Bealls, Sebring Tile Company, Massey Services, Maus Toyota
06.2005 - Current

Underwriting/Client Relations

Wells Fargo
04.2004 - 09.2009

Medical Assistant

Medical Facilities / Sebring Florida
01.1990 - 01.2000

Ohio Medical School

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Barbara Armstrong