Charnita Dailey
Severn,MD
Summary
Customer service specialist with proven expertise in complaint resolution, call center operations, and clear communication. Focuses on improving customer satisfaction and operational efficiency through accurate issue resolution. Consistently applies service standards to reduce repeat complaints.
Overview
26
26
years of professional experience
Work History
Customer Service Specialist
ASM Research
Fairfax, VA
01.2025 - Current
- Managed Job Corps National Contact Center call flow, ensuring responsive service during high-volume periods. tates and handled urgent calls from students and parents.
- Resolved customer inquiries through multiple communication channels effectively.
- Provided guidance on product features and troubleshooting techniques.
- Coordinated with cross-functional teams to streamline service processes.
Cusstomer Service Specialist
Cognosante-Remote
Columbia, MD
10.2020 - 12.2024
- Managed inquiries for 110 Job Corps centers nationwide, supplied details on enrollment and job opportunities, recorded complaints from students, staff, and parents, and escalated complex issues to supervisor.
Front Desk Receptionist/Inbound Call Center Representative
Anna Arundle Urology Pa
Anna Arundle, MD
10.2009 - 03.2020
- Directed front-desk patient flow by managing check-in and check-out processes efficiently.
Responded to patient inquiries and coordinated appointment scheduling while using strong oral and written communication skills.
Completed insurance verification, copay collection, and accurate electronic charting across Medical Mastermind, Allscripts, and UroChart.
Handled high-volume phone coverage and coordinated procedure scheduling for 12 doctors.
Maintained supply inventory and organized office environment to support consistent daily workflow. - Utilized a multi-line phone system to manage calls, schedule appointments, and answer inquiries efficiently.
- Directed front-desk patient flow by managing check-in and check-out processes efficiently. Responded to patient inquiries and coordinated appointment scheduling while using strong oral and written communication skills.Completed insurance verification, copay collection, and accurate electronic charting across Medical Mastermind, Allscripts, and UroChart.Handled high-volume phone coverage and coordinated procedure scheduling for 12 doctors.Maintained supply inventory and organized office environment to support consistent daily workflow.
- Maintained patient records and ensured confidentiality in accordance with HIPAA regulations.
Front Desk Assistant/Accounts
Maryland Pulmonary and Critical Care Grouo
Glen Burnie, Maryland
01.2001 - 09.2009
- Coordinated patient check-in, appointment scheduling, and minor surgery scheduling for three doctors, ensuring efficient patient flow and satisfaction. Instructed new employees on office procedures and the Medical Mastermind office system. Managed office and hospital billing processes, maintaining accuracy to ensure timely reimbursements. Handled copay collection, daily financial transactions, mail sorting, and supply ordering, contributing to seamless office operations.
- Coordinated appointment scheduling and patient check-ins at the front desk, ensuring smooth operations.
- Provided warm greetings to patients and visitors at the front desk, enhancing their experience.
- Responded to phone calls and addressed patient inquiries promptly, ensuring clear communication.
Education
High School Diploma -
Meade Senior High
Fort George G Meade, MD05-1977
Skills
- Customer service and support
- Call center operations
- Call center experience
- Complaint resolution
- Client support
- Customer relationship management
- Data entry accuracy
- Multi-line telephone operations
- Appointment scheduling
- Medical scheduling
- Insurance verification
- Billing coordination
- Effective communication
- Time management
- Problem solving and mediation
- Time management
- Training coordination
- Problem solving and mediation
- Problem-solving
- Telephone etiquette
Timeline
Customer Service Specialist
ASM Research
01.2025 - Current
Cusstomer Service Specialist
Cognosante-Remote
10.2020 - 12.2024
Front Desk Receptionist/Inbound Call Center Representative
Anna Arundle Urology Pa
10.2009 - 03.2020
Front Desk Assistant/Accounts
Maryland Pulmonary and Critical Care Grouo
01.2001 - 09.2009
High School Diploma -
Meade Senior High