Courtney Tracy
Idaho Falls,ID
Summary
Hardworking individual skilled in collecting and verifying customer/patient information and preparing and maintaining records. Proficient in using medical terminology and coding with CPT, ICD-10-CM, and HCPCS Level II.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Executive Assistant/Internship Student
Absolute Medical Coding Institute
10.2022 - 10.2023
- Handled confidential and sensitive information with discretion and tact.
- Managed executive calendars, scheduling meetings and appointments.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Facilitated training and onboarding for incoming office staff.
- Oversaw annual Alumni CEUs, free i2MC program, and CPC/CCS exam passers
- Assisted coding instructors during classes and helped create medical coding scenarios
- Contacted prospective students and provided information on medical coding classes, boot camps, mock exams, and CEUs.
English Second Language (ESL) Teacher
VIPKID
06.2018 - 10.2022
- Educated over 100 students in basics of English grammar and conversational speaking.
- Developed and taught ESL curriculum to improve students' conversational abilities.
- Developed activities and integrated technology to diversify instruction.
- Gave one-on-one attention to each student while maintaining overall focus on entire group.
- Reviewed course materials and student progress to identify strengths and weaknesses for future improvements.
- Personalized instruction based on needs, interests and capabilities of individual students.
- Used positive reinforcement and provided clear feedback to help students succeed.
- Facilitated class discussion to help students work through questions and expand understanding.
Retail Sales Associate
Camping World And Good Sam
11.2017 - 06.2018
- Greeted customers and helped with product questions, selections, and purchases.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Maintained clean sales floor and straightened and faced merchandise.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Helped over 15 customers daily complete purchases, locate items, and join reward programs.
- Utilized upselling techniques to promote additional products and increase sales.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
RV Sales Associate
Camping World RV Sales
07.2017 - 11.2017
- Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
- Followed-up on over 30 warm Internet leads daily and responded to customer questions about vehicle availability, price, and options while fielding inquiries from various marketing websites.
- Demonstrated automobiles by explaining characteristics, capabilities, and features, taking test drives and explaining warranties and services.
- Greeted customers on lot and in showroom to answer questions about brand and available inventory.
- Used SalesForce to handle current portfolio and prospective leads.
- Closed sales by overcoming objections, asking for sales, negotiating price, and completing purchase contracts,
- Negotiated purchase prices and explained sales, warranty, and optional products.
Assistant Customer Service Manager/Trainer
Carlson Craft
05.2015 - 05.2017
- Conducted training of over 60 agents and mentored team members to promote productivity and commitment to friendly service.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Created and enhanced call sequencing flows and scripts to enhance team performance.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Provided coaching and mentoring to employees.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Designed and delivered web-based, self-directed learning materials.
- Developed and implemented successful onboarding program.
Customer Service Representative
Carlson Craft
07.2014 - 05.2015
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered over 50 customer telephone calls per day promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Investigated and resolved customer inquiries and complaints quickly.
Group Fitness Instructor
Brigham Young University-Idaho
09.2013 - 04.2014
- Developed creative and fun fitness classes for groups of 10 or more, to keep participants engaged and motivated.
- Educated members on proper movement techniques and safe equipment use to reduce risk of injury.
- Taught diverse group fitness classes designed to improve cardiovascular health, strength and mobility.
- Planned and executed group fitness sessions with warm-ups and cool-downs.
- Demonstrated modified routines with regressions and progressions to meet diverse fitness levels.
Archery Instructor
Brigham Young University-Idaho
04.2012 - 08.2012
- Maintained clean, safe and secure archery range to reduce injuries or illnesses.
- Trained over 30 students in safe sports and archery range practices and procedures by demonstrating skills and providing regular feedback.
- Acquired archery supplies and equipment to prepare for classes.
- Provided feedback, guidance and support to students on participation and performance.
Front Office Receptionist
Heritage Chiropractic Clinic
08.2005 - 08.2008
- Interacted with over 20 customers daily by phone, email, or in-person to provide information.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Scheduled, coordinated and confirmed appointments and meetings.
- Completed data entry and filing to keep records updated for easy retrieval.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
Education
Bachelor of Science - Exercise Physiology
Brigham Young University - Idaho
Rexburg, ID04.2014
High School Diploma -
South Gwinnett High School
Snellville, GA05.2008
Skills
- Proper Phone Etiquette
- Effective Customer Communication
- Data Entry
- Records Management
- CPT, ICD-10-CM, and HCPCS Level II
Certification
- CPC - Certified Professional Coder
- Certified Pop Pilates Instructor - Blogilates (1/2018 - Current)
Timeline
Executive Assistant/Internship Student
Absolute Medical Coding Institute
10.2022 - 10.2023
English Second Language (ESL) Teacher
VIPKID
06.2018 - 10.2022
Retail Sales Associate
Camping World And Good Sam
11.2017 - 06.2018
RV Sales Associate
Camping World RV Sales
07.2017 - 11.2017
Assistant Customer Service Manager/Trainer
Carlson Craft
05.2015 - 05.2017
Customer Service Representative
Carlson Craft
07.2014 - 05.2015
Group Fitness Instructor
Brigham Young University-Idaho
09.2013 - 04.2014
Archery Instructor
Brigham Young University-Idaho
04.2012 - 08.2012
Front Office Receptionist
Heritage Chiropractic Clinic
08.2005 - 08.2008
Bachelor of Science - Exercise Physiology
Brigham Young University - Idaho
High School Diploma -
South Gwinnett High School
- CPC - Certified Professional Coder
- Certified Pop Pilates Instructor - Blogilates (1/2018 - Current)
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