Courtney Helms-Colwell
Jeffersonville,IN
Summary
Dynamic leader with proven problem-solving and CRM software expertise, honed across roles at Eldercare4families and other notable companies. Excelled in enhancing team efficiency, improving call center operations by implementing strategic process controls, and boosting service quality. Skilled in schedule verification and fostering team commitment, demonstrating a keen attention to detail and a strong commitment to excellence.
Overview
9
9
years of professional experience
Work History
Scheduler
Eldercare4families
10.2024 - Current
- Handle call outs from caregivers and find replacements for clients
- Talk to caregivers to pick up shifts with clients
- Fill shifts for the next week to make sure no shifts are open
- Make outbound phone calls to clients and caregivers
- Make sure caregivers are clocked in on time and clocked out
Float
Womancare LLC
01.2024 - 10.2024
- Managed approximately 100 incoming calls, emails and faxes per day from patients.
- Managed multiple schedules and prioritized tasks to meet demands of fast-paced work environment.
- Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
- Maintained accurate patient records for proper tracking of patient history and treatment.
- Followed up with patients to reschedule missed appointments.
Supervisor
PharmaCord
05.2020 - 11.2023
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Maintained database systems to track and analyze operational data.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Developed process controls and metrics for daily management of call center.
Residential Program Supervisor
Indiana Mentor Network
01.2019 - 05.2020
- Provided leadership, guidance and support to staff members.
- Established and maintained relationships with key stakeholders.
- Monitored program performance and outcomes for successful delivery of services.
- Developed and implemented training programs for staff.
Supervisor
AIG Service Net
01.2016 - 04.2017
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Managed approximately 200 incoming calls from customers per day.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached employees through day-to-day work and complex problems.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Education
Master of Science - Human Resources Management
Sullivan University
Louisville, KY06-2023
Skills
- Schedule verification
- CRM Software
- Account Management
- Computer Skills
- Telephone Etiquette
- Problem-Solving
- Attention to Detail
- Data Entry
Timeline
Scheduler
Eldercare4families
10.2024 - Current
Float
Womancare LLC
01.2024 - 10.2024
Supervisor
PharmaCord
05.2020 - 11.2023
Residential Program Supervisor
Indiana Mentor Network
01.2019 - 05.2020
Supervisor
AIG Service Net
01.2016 - 04.2017
Master of Science - Human Resources Management
Sullivan University
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