Dawn Bird
Administrative Assistant
Cochranville,PA
Summary
Detail-oriented administrative assistant with experience in customer service, data entry and office management. Willingness to take on added responsibilities to meet team goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
Overview
16
16
years of professional experience
Work History
Patient Resolution Specialist
HBCS
01.2023 - 01.2024
- Call center atmosphere handling incoming calls from patients and insurance companies for account resolution
- Collections and processing of payments on account balances, updating insurance information and setting account status at the end of each call
- Contributed to a positive team culture by offering support and encouragement to peers, fostering a collaborative and high-performing work environment.
- Developed tailored strategies for dispute resolution, resulting in successful outcomes and increased client retention rates.
- Coordinated with internal departments as needed to gather information on each individual case, facilitating a more accurate and timely response.
- Participated actively in ongoing professional development opportunities to stay current on industry best practices and enhance personal skillset.
- Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Advised parties on dispute resolution processes, policies and procedures, helping disputants make informed choices.
- Root cause analysis and ability to research to determine overall issues on accounts with incorrect balance amounts and submit the issue for correct and/or adjustment of the account balance.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Improved customer satisfaction by resolving complex issues promptly and professionally.
Rural Carrier Assistant
United States Postal Service
06.2020 - 01.2023
- Managed time effectively, balancing multiple tasks and prioritizing deliveries based on urgency or special requests.
- Streamlined delivery processes through effective communication with supervisors and team members.
- Enhanced customer satisfaction by delivering mail and parcels accurately and efficiently.
- Reduced delivery errors by maintaining an organized and up-to-date route sheet system.
- Supported USPS initiatives through participation in food drives and other charitable efforts within the community.
- Maintained a clean driving record while navigating difficult terrain on rural routes.
- Increased accuracy of mail distribution by regularly updating address changes in the system.
- Learned multiple routes (17 routes within first year of employment) in an effort to assist home office in addition to other neighboring post offices when in need of coverage for vacations, illnesses etc.
- Proactively reported hazards along the route, contributing to a safer work environment for fellow carriers.
Imaging Consultant
Christiana Care
04.2019 - 02.2020
- Reviewing large PDF files from a multitude of physician practices, separating documents by patient and then correctly labeling them accordingly by visit type into the patient’s electronic record
- Position required accuracy, focus, strong attention to detail, ability to analyze and assess, multi-task and desire to learn new techniques and processes as they are implemented
- Minimum daily requirement of 200 documents to be indexed after 4 weeks of training which was exceeded within the first week
- Following training period the indexing requirement is 400 - this requirement was attained and exceeded by the third week
- Responsible for training newly hired caregivers in the process of the position after only 2 months of being on board and trained 6 individuals in a 5 month time span.
Front Desk Manager
Back To Health Chiropractic
03.2017 - 02.2019
- Created and managed reports to solve patient scheduling or collection problems, working unsupervised and from prescribed task list
- Utilized property management software effectively for booking management, reporting, and tracking performance metrics.
- Increased repeat business by providing exceptional service and promptly handling guest feedback.
- Demonstrated superior interpersonal and professional skills in communication with staff, physicians, and patient families
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Ensured data accuracy through regular audits of guest profiles.
- Established strong rapport with returning guests while building new connections with first-time visitors.
- Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
- Served as a positive role model for all practice employees as related to work ethic, dress code, promptness, and dependability.
Assistant Manager
Turkey Hill Minit Markets
06.2013 - 05.2017
- Assist in the management of labor and scheduling to minimize labor expenses, while ensuring adequate store staffing and submitting payroll on a weekly basis
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Completing daily paperwork, updating reports and handling large monetary bank deposits in a timely manner
- Hired as an associate, promoted to Key-Holder Management within one month, promoted to Assistant Manager a month later, and was offered Manager position of another store May 2014
- Maintained high standards of store image through cleanliness, product presentation and proper training and kept associates updated with company changes in procedures.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
Customer Service Call Center Representative
Witmer Public Safety Group
11.2011 - 05.2013
- Reduced average handle time without compromising on service quality through effective problem-solving strategies.
- Participated in quality assurance activities such as reviewing recorded calls for compliance with company standards.
- Maintained high call quality standards by adhering to company protocols and guidelines for efficient service delivery.
- Increased first-call resolution rates by thoroughly understanding products and services offered and providing accurate information to customers.
- Retained customers by offering alternative solutions during difficult interactions or potential cancellations of services.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries, complaints, and issues.
- Achieved personal performance goals through effective call management, prioritization, and time management.
- Managed a high volume of calls efficiently by organizing workload effectively and multitasking when necessary.
- Built strong relationships with clients through genuine empathy, active listening, and clear communication skills.
- Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
Administrative Assistant Engine Services
Keystone Helicopter Corporation
11.2007 - 03.2011
- Maintained weekly reports for customer supplied inventory within the warehouse to track open work orders and the status of jobs
- Processed customer orders accurately and within agreed timeframes to meet service standards.
- Utilized root cause analysis when problems arose to determine cost effective and time efficient solutions to prevent a re-occurrence of the issue.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Executed record filing system to improve document organization and management.
Education
Associate of Arts - Business Management And Accounting
University of Phoenix
Tempe, AZ 05.2001 -
High School Diploma -
Auburndale Senior High School
Auburndale, FL 05.2001 -
Skills
De-Escalation Techniques
Timeline
Patient Resolution Specialist
HBCS
01.2023 - 01.2024
Rural Carrier Assistant
United States Postal Service
06.2020 - 01.2023
Imaging Consultant
Christiana Care
04.2019 - 02.2020
Front Desk Manager
Back To Health Chiropractic
03.2017 - 02.2019
Assistant Manager
Turkey Hill Minit Markets
06.2013 - 05.2017
Customer Service Call Center Representative
Witmer Public Safety Group
11.2011 - 05.2013
Administrative Assistant Engine Services
Keystone Helicopter Corporation
11.2007 - 03.2011
Associate of Arts - Business Management And Accounting
University of Phoenix
05.2001 -
High School Diploma -
Auburndale Senior High School
05.2001 -