Christy Rouse
New Bern,NC
Summary
Experienced administrative professional prepared for this role with strong background in office management, scheduling, and communication. Skilled in handling multiple tasks efficiently, ensuring smooth operations, and supporting executive teams. Team collaboration and adaptability to changing needs drive consistent achievement of organizational goals. Known for reliability and fostering positive work environment.
Overview
21
21
years of professional experience
Work History
Customer Service Liaison
B/S/H Home Appliances (Bosch)
New Bern, NC
12.2015 - Current
- Serve as the sole exchange liaison for CEO Escalations, managing high-level customer cases escalated beyond the Customer Service Call Center. Execute exchanges, buybacks, prorated orders, and dealer credits, including cases originating from executive inquiries, legal proceedings, and BBB complaints.
- Prepare exchange cases and process using two CAD programs - SPICE and S4Hana (SAP).
- Coordinate with customers, dealers, service providers, and installers to ensure a seamless and efficient exchange process for all parties involved.
- Communicate with carriers to obtain delivery status, tracking information, process address change requests, and secure proof of delivery documentation.
- Support dealers and service providers by addressing their needs promptly, fostering strong relationships, and maintaining a positive professional network.
- Maintain open communication with customers to promote positive customer experience and increase customer satisfaction.
- Mentored junior team members, enhancing their skills in customer interaction and problem-solving techniques.
- Facilitated smooth transitions between departments when necessary to address complex client needs effectively.
- Resolved escalated client complaints professionally, working diligently towards fair outcomes beneficial to all parties involved.
- Maintained accurate records of customer interactions within our data system, ensuring continuity of service across team members.
- Investigated and resolved customer inquiries and complaints quickly.
- Facilitated communication between customers and technical teams to resolve complex inquiries.
- Exercise high level of privacy with high profile customers.
911 Dispatcher
Carteret County Emergency Services
Morehead City, NC
01.2013 - 01.2015
- Maintained and completed all necessary training for credentials for access to Sheriff’s database, arrest records, driver’s license history, etc.
- Maintained accurate records of all dispatched calls, ensuring proper documentation for future reference or legal proceedings.
- Managed emergency calls, prioritizing incidents to ensure timely response and resource allocation.
- Coordinated communication between first responders and callers, enhancing situational awareness during emergencies.
- Utilized CAD systems for accurate dispatching, recording relevant information for each incident efficiently.
- Supported law enforcement officers during high-risk situations by providing vital background data on suspect locations or histories.
- Read system maps and caller information, and documented details in system.
- Collaborated with fellow dispatchers to maintain a cohesive team environment, fostering seamless communication during emergencies.
- Managed high-stress situations with composure, providing reassurance to distressed callers while gathering crucial information for first responders.
Pharmacy Technician II
Rite Aid
Beaufort, NC
01.2010 - 01.2013
- Review prescription orders to verify insurance coverage and process claims with major payers, including BCBS, Aetna, Cigna, Medicaid, and Medicare.
- Communicate with physicians’ offices and insurance providers to ensure accurate prescribing and appropriate coverage. Collaborate with pharmacists and prescribers to identify and coordinate alternative medications when original prescriptions are not approved by insurance.
- Maintained inventory levels and managed stock replenishment processes efficiently.
- Trained new staff on pharmacy procedures and best practices for customer service.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Verified prescription accuracy and ensured compliance with pharmacy regulations.
- Processed medication orders and facilitated timely delivery to customers.
- Maintained cleanliness of pharmacy, medication expiration dates and medication orders in accordance to North Carolina State Board of Pharmacy’s procedures.
- Provided exceptional customer service, fostering positive relationships with both new and returning patients at the pharmacy counter.
Medical Receptionist
Suncoast Surgical
Saint Petersburg, FL
01.2005 - 01.2006
- Managed patient scheduling and appointment confirmations to optimize clinic workflow.
- Coordinated communication between medical staff and patients to ensure seamless service delivery.
- Maintained electronic health records with attention to detail for accuracy and compliance.
- Streamlined check-in processes through effective use of scheduling software, reducing wait times.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Transcribed phone messages and relayed to appropriate personnel.
- Received and routed laboratory results to correct clinical staff members.
- Placed new supply orders, managed inventory and restocked clerical spaces.
- Coordinated the retrieval of medical records, diagnostic tests, and X-rays to ensure surgeons were fully prepared for patient consultations.
Education
Associate in Applied Science -
Carteret Community College
Morehead City, NC05-2012
High School Diploma - undefined
West Craven High School
Vanceboro, NC05-1994
Skills
- Exemplary computer skills and knowledge office equipment
- Strong knowledge of medical terminology
- Strong verbal and written communication skills
- Exceptional organizational skills
- Ability to work independently with skillful time management
- Type at 50 wpm
- Excellent ability to understand verbal & written instructions
- Paperwork processing
Timeline
Customer Service Liaison
B/S/H Home Appliances (Bosch)
12.2015 - Current
911 Dispatcher
Carteret County Emergency Services
01.2013 - 01.2015
Pharmacy Technician II
Rite Aid
01.2010 - 01.2013
Medical Receptionist
Suncoast Surgical
01.2005 - 01.2006
High School Diploma - undefined
West Craven High School
Associate in Applied Science -
Carteret Community College