Chelsea Worley
Service Manager
Chelmsford,MA
"Fight for the things that you care about, but do it in a way that will lead others to join you."
Ruth Bader Ginsburg
Summary
Seasoned Service Manager bringing 3 years of Customer Service experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
1
1
Certification
6
6
years of post-secondary education
7
7
years of professional experience
Work History
Service Manager
ZOLL Medical Corporation
Chelmsford, MA
01.2018 - Current
- Monitored service quality and communicated necessary improvements to onsite services.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Hired and trained new workers to improve efficiency of department and cultivate productive work atmosphere.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Boosted traceability initiatives by managing client correspondence, tracking records and utilizing data communications.
- Managed team of 58 employees in service and information entry processes to comply with policies across company.
Patient Service Representative
Sungate Medical Group
Hilton Head Island, SC
01.2017 - 11.2017
- Took copayments and compiled daily financial records.
- Assisted patients in filling out check-in and payment paperwork.
- Reviewed and corrected claim errors to facilitate smooth processing.
- Balanced deposits and credit card payments each day.
- Educated patients on medicine and at-home healthcare tools.
- Explained plans for treatment and payment options.
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Used Microsoft Word and other software tools to create documents and other communications.
- Maintained excellent attendance record, consistently arriving to work on time.
- Measured and recorded visual acuity and color vision testing.
- Explained pre- and post-operative procedures to patients and carefully reviewed surgical plans.
- Operated ophthalmic equipment for patient eye examinations and prepared patients for examinations and surgeries.
- Applied eye medications and drops to dilate pupils in preparation for examinations.
- Measured intraocular pressure using Goldman and Tonopen tonometry process.
- Triaged phone calls from patients and outside contacts and handled in order of importance.
- Instructed patient in care of use of various types of contact lenses, demonstrating insertion, removal and cleaning.
- Used Lensometer to measure and record lens power of existing prescriptive spectacles.
- Called and faxed pharmacies to submit prescriptions and refills.
- Directed patients to exam rooms, fielded questions and prepared for physician examinations.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs.
- Obtained client medical history, including medication information, symptoms and allergies.
- Performed clerical duties, such as word processing, data entry, answering phones and filing.
- Oriented and trained new staff on proper procedures and policies.
- Sanitized, restocked and organized exam rooms and medical equipment.
Receptionist/Office Manager
TM Eyecare
Sparks, NV
08.2015 - 09.2016
- Measured and recorded visual acuity and color vision testing.
- Compiled and reviewed medical charts.
- Generated monthly statements to check outstanding balances.
- Reviewed daily care slips for doctors.
- Took copayments and compiled daily financial records.
- Assisted patients in filling out check-in and payment paperwork.
- Balanced deposits and credit card payments each day.
- Reviewed and corrected claim errors to facilitate smooth processing.
- Educated patients on medicine and at-home healthcare tools.
- Explained plans for treatment and payment options.
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
- Served customers in a friendly, efficient manner following outlined steps of service.
- Used Microsoft Word and other software tools to create documents and other communications.
- Maintained excellent attendance record, consistently arriving to work on time.
- Created and implemented organizational policies and procedures.
- Assessed processes and procedures, complying with OSHA and HIPAA regulations.
- Organized paperwork such as charts and reports for office and patient needs.
- Maintained current and accurate medical records for over 100 patients.
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.
- Entered procedure codes and diagnosis codes into medical billing software.
- Reviewed and sent medical records to other physicians upon request.
- Scheduled appointments for doctor visits and procedures using desktop calendar software.
- Restocked each medical room with adequate supply of medications and supplies in preparation for patients.
Service Representative
State Farm Insurance
Henderson, NV
01.2014 - 08.2015
- Enhanced office efficiency by handling 75+ callers per day.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Scheduled appointment to resolve more complex issues.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Accepted payments and updated accounts with latest information.
- Described and explained details about insurance and billing options to inform customers and guide purchasing decisions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided information about company products and services, and capitalized on upsell opportunities.
- Designed and presented social media campaign ideas.
- Collaborated with team members to help expand marketing channels.
Intern
Walt Disney Company
Orlando, FL
08.2013 - 01.2014
- Creating magical moments for guests
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Supported loss prevention goals by maintaining accurate drawers and monitoring shopper behavior.
- Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
- Used POS system to process sales, returns, online orders and gift card activations.
- Inspected merchandise for quality and arranged proper display location on floor.
- Actively engaged customers to provide general assistance and information on store merchandise.
- Helped customers manage large purchases by collecting items from shelves and storage locations.
- Greeted customers, helped locate merchandise and suggested suitable options.
- Issued receipts and processed refunds, credits, or exchanges.
- Balanced and organized cash register by handling cash, counting change and storing coupons.
Education
Bachelor of Science - Business Administration
01.2015 - 01.2016
Completed 60 credits.
Bachelor of Science - Business Administration
01.2012 - 01.2013
01.2008 - 01.2012
Graduated with Honors Diploma. I was involved in DECA-won 2nd place in the State Competition for Marketing, helped design a fun run to benefit Best Buddies-and volunteered in Leo Club from 2008-2012.
Skills
Documentation and reporting
Customer service management
Technical Support
Inter-department collaboration
Personnel training and development
Account updates
Microsoft Outlook, Word and Excel
Customer Relationship Management Software (CRM)
Team Building
Training and mentoring
Administrative support
Schedule Management
Conflict Resolution
Staff Management
Team Leadership
Culture Development
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
Certified AHA Instructor
Timeline
Service Manager - ZOLL Medical Corporation
01.2018 - Current
Patient Service Representative - Sungate Medical Group
01.2017 - 11.2017
Receptionist/Office Manager - TM Eyecare
08.2015 - 09.2016
University Of Nevada, Reno - Bachelor of Science, Business Administration
01.2015 - 01.2016
Service Representative - State Farm Insurance
01.2014 - 08.2015
Intern - Walt Disney Company
08.2013 - 01.2014
University Of Nevada - Reno - Bachelor of Science, Business Administration
01.2012 - 01.2013
Coronado High School - ,
01.2008 - 01.2012