Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Bobbi Roark-Dorsey

Kansas City,MO
Bobbi Roark-Dorsey

Summary

  • Diligent Customer Care Representative accustomed to working independently and collaboratively in direct response to customer care and support requirements. Strong ability to communicate and maintain accurate records. Decisive problem solver with an enthusiastic attitude and desire to please consumers.
  • Hardworking warehouse professional skilled in organizing inventory to support accurate order picking. Safety-oriented individual with strong knowledge of OSHA guidelines.
  • Dependable industry worker equipped for fast-paced work and changing daily needs. Serves customers effectively with attention to detail and hardworking approach. Seeks out opportunities to go beyond basics, improve processes and increase customer satisfaction.
  • Skilled team player with strong background in machine operation environments. Works well independently to handle assignments and always ready to go beyond basics assignments. Quick learner with good computer abilities.
  • Hardworking assembly line worker focused on completing work quickly to consistently exceed targets. Reliable team member accustomed to taking on challenging tasks. Dedicated to business success.

Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.

Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Compassionate Patient Support Specialist recognized for high productivity and efficiency in task completion. Skilled in patient communication, medical record management, and support service coordination. Excel at empathy, active listening, and problem-solving to enhance patient satisfaction and care outcomes. Bring focused approach to managing patient inquiries and coordinating with healthcare teams for optimal service delivery.

Experienced and dependable general worker with a proven track record of efficiently completing tasks in various settings. Skilled in manual labor, equipment operation, and maintaining a clean and organized workspace. Safety-conscious with a strong work ethic and the ability to adapt to different environments. Ready to contribute to a dynamic team and make a positive impact.

Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.

Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.

Overview

13
years of professional experience

Work History

First Baptist Church in North Kansas City
North Kansas City, Missouri

Custodial Services
01.2018 - Current

Job overview

  • Performed general, routine custodial duties, to include dusting, mopping, vacuuming, cleaning restrooms, and restocking paper and soap supplies
  • Performed routine maintenance to custodial equipment and supplies
  • Emptied trash receptacles, disposes trash into compactors and/or dumpsters, and bags trash for proper disposal
  • Unlocked doors, ensuring doors are locked after cleaning areas
  • Reported needs and concerns to appropriate staff, which may include submitting or recommending work orders and checking supply levels
  • Ensured proper care in the use and maintenance of equipment and supplies; promotes continuous improvement of workplace safety and environmental practices
  • Assisted in on-the-job training of new staff on routine procedures
  • Performed cleaning functions specific to the assigned facilities and/or based on seasonal/project requirements
  • Performed miscellaneous job-related duties as assigned
  • Oversaw maintenance of facilities including groundskeeping and custodial services.
  • Provided custodial services such as sweeping, mopping, dusting and vacuuming.
  • Provided general custodial services such as cleaning floors, walls, windows, furniture and fixtures.
  • Coordinated with building management on facility repairs or upgrades that may impact custodial services.
  • Oversaw facility maintenance operations including custodial services and grounds keeping.
  • Ensured the safe and efficient operation of custodial services in a large facility.
  • Responded promptly to emergency calls for custodial services.
  • Adhered to established budget guidelines when ordering supplies or materials needed for custodial services.
  • Provided custodial services for special events as needed.

Amazon LLC
Liberty, MO

Sorting Associate
08.2022 - 12.2024

Job overview

  • Adapted quickly to new sorting technologies and methodologies introduced by the company.
  • Produced official reports of findings to meet regulatory standards and assist senior leadership with improving operations.
  • Inspected items while sorting to meet criteria and maintain established rate per man hour.
  • Collaborated with other departments such as shipping or receiving when necessary.
  • Calibrated products to match design and operational specifications.
  • Verified that all products were properly labeled before being placed in storage bins.
  • Assisted in loading and unloading items from delivery trucks.
  • Ensured quality standards were met when sorting products into categories or sections.
  • Inspected, tested and measured materials for conformance to specifications and regulatory requirements.
  • Communicated clearly and effectively with colleagues to facilitate workflow and troubleshoot issues needed.
  • Participated in regular training sessions to improve sorting techniques and safety practices.
  • Adhered to safety protocols while handling materials in a fast-paced environment.
  • Operated sorting machinery and equipment safely and efficiently.

Maximus Call Center
Kansas City, MO

Customer Service Representative/ Call Center
07.2019 - 03.2023

Job overview

  • Diligent Customer Care Representative accustomed to working independently and collaboratively in direct response to customer care and support requirements
  • Strong ability to communicate and maintain accurate records
  • Decisive problem solver with an enthusiastic attitude and desire to please consumers
  • Hardworking warehouse professional skilled in organizing inventory to support accurate order picking
  • Safety-oriented individual with strong knowledge of OSHA guidelines
  • Dependable industry worker equipped for fast-paced work and changing daily needs
  • Serves customers effectively with attention to detail and hardworking approach
  • Seeks out opportunities to go beyond basics, improve processes and increase customer satisfaction
  • Skilled team player with strong background in machine operation environments
  • Works well independently to handle assignments and always ready to go beyond basics assignments
  • Quick learner with good computer abilities
  • Hardworking assembly line worker focused on completing work quickly to consistently exceed targets
  • Reliable team member accustomed to taking on challenging tasks
  • Dedicated to business success
  • Answered customer inquiries via phone, email, and chat.
  • Resolved customer complaints promptly and efficiently.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Developed positive relationships with customers through friendly interactions.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Updated databases with new and modified customer data.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Developed strong customer relationships to encourage repeat business.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Provided accurate information about products and services to customers.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Recognized by management for providing exceptional customer service.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Completed day-to-day duties accurately and efficiently.
  • Updated and maintained databases with current information.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Identified needs of customers promptly and efficiently.
  • Worked effectively in team environments to make the workplace more productive.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.

Tay's Burger Shack, KTAY LLC
North Kansas City, MO

Food Service
01.2019 - 09.2022

Job overview

  • Cleaned and organized work areas, equipment, utensils and service station
  • Served customers in fast, efficient and friendly manner
  • Complied with relevant safety, hygiene and service standards and procedures
  • Collaborated with school food service staff to ensure meals meet nutritional standards.
  • Completed and submitted required daily weekly and monthly food service reports.
  • Assessed food service operations for compliance with state regulations and guidelines.
  • Established and maintained health and safety protocols in all food service areas.
  • Assisted in training new employees on proper procedures for food service.
  • Analyzed customer feedback surveys to determine areas needing improvement in the food service department.
  • Adhered to food service sanitation guidelines and standards.
  • Assist servers in setting up buffets or other food service areas as needed.
  • Monitored food service operations to ensure quality control, sanitation regulations, and customer satisfaction.
  • Responded promptly to customer inquiries or complaints regarding food service.
  • Ensured compliance with all health and safety regulations relating to food service operations.
  • Sought out and implemented methods to improve food service and team performance.
  • Sliced fruits, vegetables and meats for use in food service.
  • Restocked kitchen supplies and food items to properly prepare for food service.
  • Maintained dining and food service areas to maximize safety and cleanliness.
  • Assisted in setting up and breaking down food service areas.
  • Ensured compliance with all local health codes related to food service operations.
  • Assisted in preparing salads, appetizers and desserts to speed up food service.
  • Performed variety of duties related to food service.
  • Liaised with kitchen staff to ensure timely and accurate food service during events.
  • Filled in for absent workers by performing wide variety of food service work.
  • Ensured compliance with all health and safety regulations related to food service.
  • Followed all health codes while performing duties related to food service areas.
  • Provided hospitality services such as food service or beverage distribution.

Trial card
Kansas City, Missouri

Patient Account Representative
01.2012 - 01.2019

Job overview

  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Applied organizational policies and complied with regulations for patient privacy.
  • Ensured compliance with company policies concerning the privacy of confidential health information.
  • Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
  • Advised delinquent customers on strategies for debt repayment.
  • Maintained confidentiality of patient information in compliance with HIPAA regulations.
  • Encouraged customers to pay due amounts on credit accounts, claims or overdrawn checks.
  • Analyzed claims denials from third party payers and identified potential solutions for reimbursement.
  • Updated existing patient files with relevant information such as changes in address or contact information.
  • Maintained detailed notes on all patient interactions for future reference purposes.
  • Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
  • Wrote appeal letters to insurance companies for denial of claims.
  • Reached out to patients once insurance was billed in order to obtain payments due.
  • Negotiated credit extensions and waivers when necessary.
  • Resolved any issues arising from incorrect or incomplete documentation relating to a particular claim.
  • Initiated collection activities on delinquent accounts while adhering to HIPAA guidelines and regulations.
  • Reconciled payments received against outstanding invoices ensuring proper posting of credits and debits.
  • Performed administrative functions for assigned accounts, recorded address changes and purged records.
  • Compared statements against patient files.
  • Submitted appeals on behalf of patients when appropriate based on findings from research conducted into denied claims.
  • Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
  • Interacted with other departments within the organization such as finance, accounting, IT, and Human Resources when necessary.
  • Answered customer questions regarding account discrepancies or problems.
  • Verified accuracy of medical coding for services rendered by healthcare providers.
  • Submitted electronic bills following facility and legal compliance standards.
  • Processed payments from patients and maintained accurate records of all transactions.
  • Accepted and processed customer payments and applied toward account balances.
  • Resolved inquiries from patients, families and external payers.
  • Communicated frequently with healthcare providers regarding payment status updates on their claims submitted.
  • Provided customer service to patients regarding billing inquiries and account information.
  • Received payments and posted amounts to customer accounts.
  • Contacted insurance companies to check status of claim payments.
  • Responded promptly to customer inquiries via telephone or email in a professional manner.
  • Assisted in resolving patient complaints related to account balances, insurance coverage, and payment plans.
  • Reviewed flagged items daily and resolved issues.
  • Conducted follow-up calls with patients to ensure that accounts were up to date and properly documented.
  • Performed monthly reconciliations of patient accounts to ensure accuracy of financial data.
  • Organized and maintained office supplies to promote team productivity.
  • Created new patient files according to established procedures and protocols.
  • Operated equipment and machinery according to safety guidelines.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Recognized by management for providing exceptional customer service.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Maintained updated knowledge through continuing education and advanced training.
  • Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Completed day-to-day duties accurately and efficiently.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.

Education

Missouri High School Equivalency
Chillicothe, MO

GED
07.2017

University Overview

Skills

  • Customer Service
  • Conflict Resolution
  • Crisis Deescalation
  • Peer Counseling
  • Quality Assurance
  • Anticipate Challenges
  • Problem Solving
  • Team-Oriented Worker
  • Inventory management
  • Safety protocols
  • Warehouse organization
  • Shipping and receiving
  • Order fulfillment
  • Safety training
  • Shipping documentation
  • Warehouse operations
  • Packing and shipping
  • Enter data
  • Prepare orders
  • Hand scanning
  • Inspect merchandise
  • Merchandise tagging
  • Pick products
  • Restock shelves
  • Labeling and stocking
  • Tag products
  • Inspect materials
  • Document updates
  • Custodial services skills
  • Custodial services
  • Patient services
  • Services coordination
  • Quality services
  • Patient services coordination
  • File sharing services
  • Coordinating services
  • Patent watch services
  • Cleaning services
  • Inpatient services
  • Services troubleshooting
  • Remote desktop services management
  • Expedited services
  • Remote desktop services and support
  • Client services optimization
  • Patient confidentiality
  • Appointment scheduling
  • Healthcare
  • Medical billing
  • Microsoft office
  • Insurance verification
  • HIPAA compliance
  • CRM software
  • Escalation management
  • Call center experience
  • Follow-up skills
  • Dispute handling
  • Medical terminology
  • Complaint resolution
  • Account updating
  • Call logging
  • Call handling
  • Call control
  • Training experience
  • Gathering information
  • Quality assurance optimization
  • CallSelect
  • Customer service
  • Customer support
  • Performance improvement
  • Call control skills
  • Prospecting skills
  • Communicating with clients
  • Database research
  • [Software] CRM system expert
  • Verbal and written communication
  • Customer service optimization
  • Caller accomodations
  • Professional phone voice
  • Performance monitoring
  • Resolving issues
  • Quality control
  • Record preparation
  • Problem-solving skills
  • Quality assurance controls
  • CRM navigation
  • Report preparation
  • Call center customer service
  • Data gathering
  • Customer communications
  • Calm disposition
  • Quality assurance
  • Call center operations
  • System documentation
  • Providing customer support
  • Inbound phone calls
  • Interpersonal skills
  • Logging call information
  • Script adherence
  • Call controlling
  • Call documentation skills
  • Answering questions
  • Customer account updates
  • Documentation and reporting
  • Data entry

Timeline

Sorting Associate
Amazon LLC
08.2022 - 12.2024
Customer Service Representative/ Call Center
Maximus Call Center
07.2019 - 03.2023
Food Service
Tay's Burger Shack, KTAY LLC
01.2019 - 09.2022
Custodial Services
First Baptist Church in North Kansas City
01.2018 - Current
Patient Account Representative
Trial card
01.2012 - 01.2019
Missouri High School Equivalency
GED
Bobbi Roark-Dorsey