Summary
Overview
Work History
Education
Skills
Timeline
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Danielle Mallory

Baltimore,MD

Summary

Driven and results-oriented customer service professional with a proven record of high client and employee service alongside increased revenue generation. Possesses strong passion for leadership and development with demonstrated ability to negotiate and resolve issues effectively and efficiently to refine customer care and support services. Skilled in building and fostering key stakeholder relationships with an uncompromising commitment to ensuring the highest level of service on all levels.

Overview

13
13
years of professional experience

Work History

Technical Customer Service Rep

Xfinity Comcast
Baltimore, MD
02.2016 - 10.2024
  • Performed variety of clerical and administrative duties pertaining to on-site support.
  • Answered customer questions regarding system functionality and usage.
  • Developed an understanding of customer needs by actively listening to their requests and communicating solutions effectively.
  • Provided feedback on customer experience surveys to help improve overall service quality.
  • Oversaw daily performance of computer systems.
  • Performed system testing with customers to ensure proper functioning of applications and systems.
  • Tracked progress on open cases, escalating more complex issues when appropriate.
  • Adhered to established policies and procedures related to customer service operations.
  • Maintained audit trail and statistical records of problems and conditions reported by client.
  • Identified customer needs and provided appropriate solutions.
  • Conducted regular follow-up calls with customers to ensure their satisfaction with service provided.
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities.
  • Multitasked between tools and systems to investigate and troubleshoot complex repair, activation, and security control related issues
  • Managed high volumes of inbound and outbound calls, building and sustaining customer loyalty and value through effective account management while demonstrating the highest level of customer service
  • Communicated effectively with internal and external leadership to understand customer needs, maximize retention and growth, and communicate learnings

Patient Access Rep

MedStar Union Memorial Hospital: Emergency Room
Baltimore, MD
01.2014 - 02.2016
  • Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
  • Accessed programs and set up correct payment strategies based on patient means and needs.
  • Actively participated in team meetings and training sessions.
  • Conducted financial counseling for patients, explaining payment options and assistance programs.
  • Initiated application processes to add patients to assistance programs at bedside and followed through until completion.
  • Responded to patient inquiries regarding billing or financial matters.
  • Verified patients' insurance and payment methods during admissions or check-in processes.
  • Implemented patient satisfaction surveys to identify areas for improvement.
  • Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
  • Documented patient counters in hospital system and initiated follow-up actions.
  • Followed up on unpaid claims in a timely manner.
  • Obtained necessary signatures for privacy laws and consent for treatment.
  • Guided patients through the completion of consent and other required medical forms.
  • Worked with cross-functional teams to achieve goals.
  • Operated equipment and machinery according to safety guidelines.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Managed incoming faxes related to patient registration processes.
  • Provided directions and information to patients and families, enhancing their hospital experience.

Human Resources Specialist

Department of Human Resources: Training Division
Baltimore, MD
08.2011 - 10.2013
  • Managed employee separation processes, including exit interviews and termination paperwork, ensuring a smooth transition.
  • Drafted offer letters and employment contracts according to company guidelines.
  • Reviewed job descriptions, identified necessary changes and updated accordingly.
  • Maintained confidential personnel files in accordance with applicable laws and regulations.
  • Prepared reports related to HR activities such as turnover rate analysis, absenteeism rate.
  • Developed and documented HR procedures to refine processes and drive compliance with policies.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Managed inventory and supplies to ensure materials were available when needed.
  • Assisted with budget preparation for HR-related expenses, including training, benefits, and employee programs.
  • Partnered with senior HR team to communicate company standards and policies.
  • Coordinated training and development programs to enhance employee skills and support career growth.
  • Supported workforce planning and staffing strategies to align with organizational goals and objectives.
  • Led employee engagement surveys and focus groups to identify areas for improvement and enhance employee satisfaction.
  • Interpreted and explained human resources policies, procedures or regulations.

Education

Associate of Arts - Business Administration And Management

The Community College of Baltimore County
Catonsville, MD

Bachelor of Arts - Human Resources Management

University of Arizona Global Campus
Tucson, AZ

Skills

  • Organizational proficiency
  • Clinical documentation management
  • Customer relationship building
  • Strong communication
  • HIPAA compliance
  • Medical terminology proficiency
  • Patient scheduling expertise
  • Talent management
  • Training development
  • Paperwork verification
  • HRIS maintenance
  • Interviewing techniques
  • Service support
  • Application support
  • Issue troubleshooting
  • Systems analysis

Timeline

Technical Customer Service Rep

Xfinity Comcast
02.2016 - 10.2024

Patient Access Rep

MedStar Union Memorial Hospital: Emergency Room
01.2014 - 02.2016

Human Resources Specialist

Department of Human Resources: Training Division
08.2011 - 10.2013

Associate of Arts - Business Administration And Management

The Community College of Baltimore County

Bachelor of Arts - Human Resources Management

University of Arizona Global Campus

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Danielle Mallory