Summary
Overview
Work History
Education
Skills
Timeline
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Brenda Hightower

Windsor Mill,MD

Summary

Experienced in Customer Service Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.

Overview

22
22
years of professional experience

Work History

Nurse Leveling

Lifebridge Health
06.2012 - 03.2024
  • Documented nursing and ancillary ED Staff services provided and uploaded E/M Levels to health records for timely billing.
  • Led teams in driving successful facility coding by prioritizing standard of care and best practices.
  • Consistently adhered to strict guidelines for E/M Leveling and maintained 95% accuracy assigning facility codes.
  • Evaluated charting to ensure all necessary clinical documentation was present to receive accurate payments and avoid denials
  • Expedited processes by coordinating with various departments for timely completion of required paperwork.

Overnight Stocker

Walmart
05.2021 - 12.2022
  • Maintained proper storage of overstock items, keeping backroom areas organized and accessible for future use.
  • Removed all boxes and related trash from sales floor and processed through compactors.
  • Enhanced store appearance for better customer experience through meticulous shelf stocking and arrangement.
  • Used dollies and pallet jacks to unload and organize merchandise from delivery trucks.

Dietary Supervisor

Bon Secours Hospital
11.2009 - 04.2012
    • Assisted in the development of hospital-wide nutrition policies to ensure consistency in care across all departments.
    • Developed strong relationships with vendors, negotiating favorable pricing while maintaining quality standards for ingredients used in meal preparation.
    • Boosted overall patient satisfaction levels due to timely response rates on special diet requests or modifications.
    • Participated actively in hiring new employees for the dietary department – from screening resumes to conducting behavioral and technical interviews.

Customer Service Supervisor

Walmart
06.2007 - 01.2009
    • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
    • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
    • Coached employees through day-to-day work and complex problems.
    • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.

Service Desk Supervisor

Home Depot
05.2002 - 10.2005
  • Conducted regular performance reviews for staff development, setting individual goals aligned with department objectives and providing constructive feedback on areas needing improvement.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Established clear communication channels within my team, fostering a culture of collaboration and accountability.
  • Collaborated with IT management to develop strategic plans for improving overall service quality and efficiency.
  • Answered multi-line phone system and enthusiastically greeted callers.

Education

GED -

Woodland Job Corps Center
Laurel
06.2001

Skills

  • Patient Assessment
  • Chart updating
  • Time Management
  • Problem-Solving
  • Customer Service
  • Stress Tolerance
  • Escalation Handling
  • Food Safety Regulations
  • Professional Communication
  • Sanitation Standards
  • Task Delegation
  • Telephone Etiquette

Timeline

Overnight Stocker

Walmart
05.2021 - 12.2022

Nurse Leveling

Lifebridge Health
06.2012 - 03.2024

Dietary Supervisor

Bon Secours Hospital
11.2009 - 04.2012

Customer Service Supervisor

Walmart
06.2007 - 01.2009

Service Desk Supervisor

Home Depot
05.2002 - 10.2005

GED -

Woodland Job Corps Center

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Brenda Hightower