Blakely Dorsey
Fort Worth,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
Work History
Patient Care Coordinator
North Texas Community Center
Fort Worth, TX
06.2024 - Current
- Worked closely with patients to deliver excellent and direct individualized patient care.
- Maintained confidentiality of patient data and condition to safeguard health information.
- Worked with patients to schedule tests and procedures.
- Answered incoming calls, scheduled appointments and filed medical records.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Delivered support to medical staff in completion of patient paperwork.
- Checking in patients and checking them out.
School Bus Driver
Arlington ISD
Irving, TX
08.2020 - 05.2024
- Maintained timely adherence to schedules and safety protocols
- Obeyed all DOT rules and regulations in addition to local laws and stipulations
- Transported passengers on predetermined routes while following local traffic regulations
- Anticipated traffic delays and construction obstacles to proactively ensure adherence to schedules
- Assisted disabled passengers in boarding and exiting bus
- Performed all duties with personable communication and professionalism including bus operation and passenger interaction
- Followed GPS technology and printed maps to navigate traffic, construction or other obstacles
- Operated navigation equipment and two-way radio while remaining focused on safety and efficiency.
Customer Service Representative
Mr.Cooper
Coppell, TX
09.2018 - 08.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Providing customer service while on the dialer system
- Updated account information to maintain customer records.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Answered constant flow of customer calls with minimal wait times.
SENIOR PATIENT CARE COORDINATOR
Alliance
07.2016 - 10.2018
- Assists with workflow management of the WIP including assigning work, auditing and maintaining the WIP thru out the day
- Act as Subject Matter Expert in the patient activities, including follow-up calls for patient's next order/refill, initiates the discharge of patient from services, contacts a patient's doctor's office to schedule delivery of an order, Requests a letter be mailed to the patient if unable to make contact and any other reminders necessary as it related to the patient's care
- Prioritizes and resolves order issues including working with shipping vendors/third party logistics to track lost or undelivered shipments and merchandise returns
- Assists other departments on issues submitted through Windshield such as orders issues and processing them.
LOAN SPECIALIST
Exeter Fianice
Irving, TX
01.2016 - 01.2017
- Collect on accounts from five days past due to 100 days past due
- Responsible for continuing knowledge of the FDCPA standards and state collection laws
- Meet monthly goals set by department management
- Lead major focus groups to improve morale and most importantly the member experience
- Developed an employee engagement committee and oversaw the organization of numerous Process check-by-phone and/or ACH requests accurately, Process credit/debit card payments
- Ability to multi-task by speaking with customers and typing notes simultaneously.
ADMINISTRATIVE ASSISTANT
Maximus Healthcare
01.2014 - 01.2016
- Receive and respond to telephone inquiries from members regarding eligibility, benefits and authorization of services
- Responsible for verifying member coverages, benefit types, eligibility dates, and claim payment/ statuses for providers
- Estimate member's out of pocket expenses for select procedures or services and explain member copayments
- May be required to make outbound calls to assist members in coordinating care
- Document all call information per approved operating procedures
- Use tools and problem-solving skills to identify caller needs, including potential crisis calls, and route calls to appropriate resource per standard operating procedures
- Identify and employ alternative approaches to communicate with callers when encountering barriers and escalate as needed.
Collections Specialist
Delbert Services
12.2011 - 12.2015
- Responsible for continuing knowledge of the FDCPA standards/state laws
- Negotiated payments from customers while maintaining a manner which shows sensitivity, tact, and professionalism
- Performed basic skip-tracing tasks which include following Delbert Services skip-tracing matrix in order to make contact with our customers
- Provided recommendations to litigate while following all state and FDCPA standards and federal regulations regarding collections procedures
- Processed ACH request 100% accurately daily
- Handled skip trace and repossession activity on pre-charge off accounts
- Monitored and evaluated each loan and determined the best course of action for the customer in resolving the problem permanently.
Education
High School Diploma -
New Summit HS
Jackson, MI05.2008
Skills
- Problem-solving
- Detail-oriented
- Time Management
- Multi-tasking
- NextGen
- Data Entry and Documentation
- Customer Service Networking
- State and Federal Standards
- Office Administration
- Procurement
- Finance Tools
- Microsoft Office
Timeline
Patient Care Coordinator
North Texas Community Center
06.2024 - Current
School Bus Driver
Arlington ISD
08.2020 - 05.2024
Customer Service Representative
Mr.Cooper
09.2018 - 08.2020
SENIOR PATIENT CARE COORDINATOR
Alliance
07.2016 - 10.2018
LOAN SPECIALIST
Exeter Fianice
01.2016 - 01.2017
ADMINISTRATIVE ASSISTANT
Maximus Healthcare
01.2014 - 01.2016
Collections Specialist
Delbert Services
12.2011 - 12.2015
High School Diploma -
New Summit HS