Ashley Steele
Hampstead,MD
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Service Representative
Pepco Holdings
10.2023 - Current
- Maintained productivity and quality standards at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
- Maintained comprehensive knowledge of company products and services, ensuring accurate information was relayed to customers at all times.
- Accepted payments and updated accounts with latest information.
- Operated in dynamic, high-volume environments to provide skilled assistance to multiple customers daily
- Assisted clients in understanding billing procedures and payment options while maintaining strict adherence to internal policies regarding financial transactions.
- Contributed to positive team morale by fostering an inclusive work environment that encouraged collaboration amongst colleagues from diverse backgrounds and skill sets.
- Enhanced customer satisfaction by swiftly addressing and resolving service-related issues.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Collaborated with cross-functional teams to enhance overall client experience and satisfaction levels.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Used SAP, PowerBI, Avaya, UIQ/Itron effectively
Outreach Coordinator
MedStar Health
09.2022 - 10.2023
- Monitored progress towards outreach goals regularly, making adjustments as needed to ensure continued success of initiatives.
- Regularly worked towards meeting HEDIS measures for MedStar Family Choice Insurance
- Improved access to resources for underprivileged communities by connecting them with essential services offered by partner agencies.
- Maintained up-to-date knowledge of relevant policies and regulations affecting target populations, informing program development accordingly.
- Developed network relationships with industry professionals to enhance community awareness and promote services.
- Measured outcomes of outreach initiatives using established metrics, demonstrating tangible results to funders and stakeholders.
- Facilitated strong relationships with community members by attending local events, serving as a liaison between the organization and its constituents.
- Executed strategies to generate qualified leads through outreach sales calls to professional referral sources.
- Navigated complex community dynamics with diplomacy and thoughtfulness, fostering trust and credibility among diverse groups.
- Accurately and neatly documents all outreach efforts, successful and unsuccessful. Submits documents on time.
- Answers the phone. Performs office duties such as scheduling appointments, mailings, filing, recall, and other clerical duties as assigned. Performs recall independently and according to program policy. Coordinates and/or arranges taxi transportation for clients when the need is expressed and according to policy.
- Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards. Complies with governmental and accreditation regulations.
- Works collaboratively with patients, case manager, clinical staff and providers.
Animal Control Technician
Anne Arundel County Animal Control
03.2022 - 09.2022
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Maintained compliance with regulatory standards and safety requirements.
- Euthanizes sick, injured, and unwanted animals in accordance with regulations and standard veterinary procedures; determines amount of sodium phenobarbital to be used in accordance with established standards; records amount used on each animal for check by state inspection; euthanizes wild animals as required.
- Assists in feeding and caring for animals
- Assigns housing area for animals in the shelter.
- Administers vaccinations; assists kennel supervisor; keeps records and makes reports.
- Deals directly with the public and also handles public safety concerns which involve animals.
Medical Secretary
Greater Chesapeake Hand To Shoulder
05.2021 - 03.2022
- Prioritized calls through screening process and transferred calls and recorded messages for appropriate personnel.
- Managed front desk operations efficiently while greeting patients warmly and addressing their concerns professionally.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Maintained a clean and organized office environment to promote a positive atmosphere for both staff and patients.
- Kept information confidential and followed HIPAA guidelines to maintain patient trust.
- Registered new patients in electronic medical records prior to appointment scheduling.
- Supported office staff and operational requirements with administrative tasks.
- Organized paperwork such as charts and reports for office and patient needs.
- Located, checked in, and pulled medical records for patient appointments and incomplete charts.
- Enhanced office productivity by handling high volume of callers per day.
- Improved billing processes by diligently verifying insurance coverage, submitting claims, and following up on unpaid balances.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Maintained current and accurate medical records for patients.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing calendars for multiple physicians.
- Supported physicians in delivering optimal care by accurately transcribing medical orders and maintaining up-to-date documentation.
- Ensured compliance with HIPAA regulations through proper handling of sensitive patient information within the office setting.
- Contributed to the reduction of no-shows by sending appointment reminders via phone or email as per patient preferences.
- Boosted patient retention by providing exceptional customer service and building rapport with each individual.
Dental Assistant
West Annapolis Family Dentistry
07.2020 - 05.2021
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Maintained a clean and sterile work environment to prevent cross-contamination and infection.
- Sanitized trays, instruments, and surfaces for clean dental office setting and patient safety.
- Provided chairside assistance during examinations, improving dentist efficiency and patient satisfaction.
- Performed x-rays safely while adhering to radiation safety guidelines, ensuring high-quality diagnostic images for dentists'' evaluations.
- Prepared and arranged instruments, medications, and required materials for dental procedures.
- Successfully assisted dentist by performing four-handed dentistry and other chair-side duties.
- Sterilized rooms and prepped equipment and instruments for multiple procedures daily.
- Assisted dentists with complex procedures, ensuring optimal patient care and treatment outcomes.
- Documented patient dental health information, medical history, and vital signs for future reference.
- Explained treatment procedures and instructed patients on home care guidelines.
- Created dental impressions used for diagnostics, opposing models and study casts to make crowns, bridges, and other dental prosthetics.
- Maintained dental supply inventory by checking stock to determine inventory levels and placing and expediting orders for supplies.
- Scheduled appointments for new and existing customers, factoring in provider availability and scheduling loads.
- Scheduled appointments, prepared bills and received payment for dental services by completing insurance forms, verifying insurance information, and maintaining records.
Veterinary Technician
Huffard Animal Hospital
11.2017 - 07.2020
- Effectively managed time-sensitive tasks while maintaining high-quality patient care through multitasking abilities during busy shifts at the clinic.
- Assisted in euthanasia procedures with empathy and compassion, providing emotional support to grieving pet owners during difficult times.
- Administered medications and vaccinations to animals under the supervision of a veterinarian, ensuring proper dosage and administration techniques.
- Restrained animals to protect veterinarians from potential harm.
- Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
- Conducted diagnostic tests such as blood work, x-rays, and ultrasounds to aid in accurate diagnosis and treatment planning.
- Monitored post-operative recovery processes for surgical patients closely to detect any complications early enough for prompt intervention.
- Prepared surgical instrument packs and drapes for use in sterile environments by processing in autoclave.
- Educated clients on preventive care measures such as vaccination schedules, heartworm prevention, flea/tick control, dental hygiene, and nutrition guidelines.
- Provided exceptional customer service, addressing client concerns and answering questions about pet health and wellness.
- Collaborated with fellow technicians to create efficient workflows that streamlined daily tasks within the clinic setting.
- Scheduled appointments efficiently while prioritizing urgent cases appropriately based on severity of symptoms presented by pets.
- Provided thorough discharge instructions to clients following appointments or surgical procedures, ensuring clear understanding of medications, aftercare steps, and follow-up recommendations.
- Administered medications to animals in treatment and documented changes in condition.
- Provided care for animals before surgeries, administering anesthetics as necessary for overall comfort and health.
- Handled challenging behavior from stressed or anxious animals using calming techniques learned through continuous professional development courses.
- Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
- Greeted pet owners and went over available services, outlined costs, and determined special needs of animals under care.
- Triaged incoming patients to determine treatment needs and urgency of care.
- Administer medications, vaccines and treatments as instructed by veterinarian.
Billing Associate
On Site Container And Compactor Repair, Inc
06.2014 - 12.2018
- Evaluated aging reports to identify members to be included in monthly outbound collection calls.
- Conducted monthly pre-billing review and data quality analysis to verify complete accuracy of invoices delivered to customers and providers.
- Reviewed full history of past due accounts and contacted client or attorney regarding collection, implementation of payment plan or pursuit of legal remedies on unpaid accounts.
- Assisted clients and attorneys with requests for invoice copies, ledger details and explanation of accounts receivable amounts owed.
- Implemented proper execution of monthly collection letters and escalation process.
- Functioned as key point of contact for billing data integrity matters for clients, vendors and various internal departments.
- Expedited payment collection through diligent follow-up on overdue invoices, establishing a consistent communication protocol with clients.
- Maintained updated records of customer account information to ensure accurate and timely billing processes.
- Coordinated closely with project managers to verify billable hours, expenses incurred, and other project-specific details for accurate invoicing purposes.
- Collaborated with sales and accounting teams to reconcile accounts receivable and align financial transactions.
- Researched and resolved billing discrepancies to enable accurate billing.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Provided excellent customer service, developing and maintaining client relationships.
- Monitored customer accounts to identify and rectify billing issues.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Processed and verified invoices to secure accuracy of billing information.
Education
Associate of Arts - Billing And Coding
Penn Foster
Online12.2025
High School Diploma -
Glen Burnie Senior High School
Glen Burnie, MD06.2009
Skills
- Customer Support
- Customer Relations
- Database Maintenance
- Organization
- Complaint Handling
- Account Updates
- Account Management
- Schedule Management
- Calendar Management
- Problem-solving abilities
- Data Entry
- Critical Thinking
- Call Center Operations
- Microsoft Outlook
- Quality Control
- Microsoft Excel
- Medical terminology knowledge
- Microsoft Office Suite
- Administrative Support
Timeline
Service Representative
Pepco Holdings
10.2023 - Current
Outreach Coordinator
MedStar Health
09.2022 - 10.2023
Animal Control Technician
Anne Arundel County Animal Control
03.2022 - 09.2022
Medical Secretary
Greater Chesapeake Hand To Shoulder
05.2021 - 03.2022
Dental Assistant
West Annapolis Family Dentistry
07.2020 - 05.2021
Veterinary Technician
Huffard Animal Hospital
11.2017 - 07.2020
Billing Associate
On Site Container And Compactor Repair, Inc
06.2014 - 12.2018
Associate of Arts - Billing And Coding
Penn Foster
High School Diploma -
Glen Burnie Senior High School