DAWN SHEPARD
Dunlap,Tennessee
Summary
Highly Efficient medical biller and medical terminology knowledge. Excellent people skills and dedicated work ethic. Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Call Center Dispatcher/Senior Dispatcher/Customer Service Specialist
Quick Tube Systems
Tomball, TX
11.2021 - Current
- Provided assistance to clients with questions about their accounts via email or phone.
- Coordinated with drivers, technicians, and other personnel to schedule and assign work orders based on priority and availability.
- Maintained accurate records of all dispatched calls, including details such as time stamps, locations, and customer information.
- Optimized routing strategies to minimize fuel consumption and reduce transportation costs by 40%.
- Ensured compliance with company policies, industry regulations, and safety standards in all dispatch operations.
Owner Secretary
Circle A Tire and Lube
Williamsport, Tennessee
04.2015 - Current
- Billing for the business.
- Ordering all parts.
- Answering the phone.
- Administrative Duties.
Senior Dispatcher/Customer Service Specialist
Ellsworth Systems
Franklin, TN
10.2018 - 11.2021
- Strong communication and interaction skills (written and oral).
- Able to act independently and work within tight schedules.
- Effective and competent office management and organization skills.
- Run pending and incomplete reports weekly.
- Schedule daily routes for 15 technicians as they come into the dispatch system.
- Prioritize calls according to urgency and importance.
- Enter data into the computer system, and maintain logs and records of calls, activities, and other information.
CSR - Customer Service Representative Lead/DME Manager
Medical Necessities And Services
Columbia, TN
02.2016 - 10.2018
- Provided customer service support to customers over the phone and by email.
- Process paperwork for new CPAP patients.
- Scheduling deliveries to 10 technicians of durable medical equipment and oxygen.
- Drop shipping coordinator for durable medical equipment and CPAP supplies.
- Managed and maintained accurate inventory records for a high-volume retail store.
- Maintained a clean, organized, and visually appealing storeroom area at all times.
Elderly Caregiver
First Light Home Care
Franklin, TN
10.2016 - 02.2017
- Conducted light housekeeping duties including laundry, cleaning and meal preparation for clients.
- Recorded client status progress and challenges in logbooks and reports.
- Coordinated doctor appointments, exercise, recreation, and family visits to maintain schedule.
- Planned and prepared nutritious meals and snacks to meet diabetic, low sodium and high protein diets.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
Loan Processor II
Max Touch Services
Columbia, TN
05.2016 - 10.2016
- Analyzed loan applications and supporting documents to determine eligibility for approval.
- Collaborated with underwriters to resolve any discrepancies in applicant's financial profile or documentation issues.
- Communicated with customers in person and via telephone to answer questions, process transactions and resolve issues.
- Verified client financial information to determine creditworthiness and loan eligibility.
Customer Service
Max Precision Cleaners
Franklin , Tennessee
01.2016 - 05.2016
- Take in all dry cleaning and laundry.
- Tagged all clothing with the customer's name.
- Rack all clothing when it is returned.
- Customer service.
Customer Service Manager
Express Pros
Franklin, Tennessee
11.2014 - 03.2015
- Successfully managed the activities of 5 team members in multiple locations.
- Addressed negative customer feedback immediately.
- Verified and logged in deadlines for responding to daily inquiries.
- Improved service quality and increased sales by developing a strong knowledge of company's products and services.
Affinion
Franklin, TN
12.2013 - 10.2014
- Achieve optimum customer satisfaction
- Accessing insurance coverage for customers
- Mentor and trainer for new hires
- Operating different Computer Systems
- Insurance and Claims Systems
- Incoming and Outgoing Calls
- Accidental Death Ins.
Shipping and Receiving Clerk- Seasonal
Express Employment
Franklin, TN
09.2013 - 12.2013
- Actively suggested operational improvements to enhance quality, improve production times and reduce costs.
- Entered information into computer databases.
- Inspected finished products for quality and adherence to customer specifications.
- Gained advanced knowledge of data entry.
- Processed and routed incoming mail.
Store Manager
Mapco
Murfreesboro, TN
05.2013 - 09.2013
- Took necessary steps to meet customer needs and effectively resolve food or service issues.
- Resolved guest complaints promptly and professionally.
- Managed team of 10 professionals.
- Organized weekly sales reports to track product success.
- Expressed appreciation and invited customers to return to the store.
- Stocked and rotated inventory regularly.
- Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning.
Store Manager
Friendly Gus
, Dublin GA
05.2011 - 05.2013
- Delivered excellent customer service by greeting and assisting each customer.
- Opened a new store location and assisted in recruiting and training new staff.
- Stocked and restocked inventory when shipments were received.
- Determined staff promotions and demotions, and terminated employees when necessary.
- Completed weekly schedules according to payroll policies.
- Opened and closed the store, which included counting cash drawers and making bank deposits.
- Exceeded personal sales goals for 3 quarters in a row.
Customer Service
Geico
Macon, GA
01.2008 - 04.2011
- Help coordinate the sale of auto property assigned to the Company as a result of physical damage and a total loss claims
- Proofing all incoming salvage paperwork for accuracy
- Monitor salvage proceeds and deficits
- Direct contact with the policy holders to evaluate the claims from initial to final reports
- Achieve optimum customer satisfaction
- Precisely completed appropriate claims paperwork, documentation and system entry
Education
Associate of Science - Business Management
Dublin Center
Health Management
Oconee Fall Line Technical School
Skills
- Medical terminology knowledge
- Medical billing and collection procedures expert
- Records management professional
- Familiar with commercial and private insurance carriers
- Understands insurance benefits
- Office management professional
- Resourceful and reliable worker
- Adept multi-task
- Excellent verbal communication
- Quick learner
- Exceptional communication skills
- MS Windows proficient
Certification
- 20 years in Customer service management
- 5 years in Medical Collections and Insurance Billing
- Advanced in Data entry
- Customer Service Manager Certificate, (CSMC)
- Call Center Manager Training Certification
Timeline
Call Center Dispatcher/Senior Dispatcher/Customer Service Specialist
Quick Tube Systems
11.2021 - Current
Senior Dispatcher/Customer Service Specialist
Ellsworth Systems
10.2018 - 11.2021
Elderly Caregiver
First Light Home Care
10.2016 - 02.2017
Loan Processor II
Max Touch Services
05.2016 - 10.2016
CSR - Customer Service Representative Lead/DME Manager
Medical Necessities And Services
02.2016 - 10.2018
Customer Service
Max Precision Cleaners
01.2016 - 05.2016
Owner Secretary
Circle A Tire and Lube
04.2015 - Current
Customer Service Manager
Express Pros
11.2014 - 03.2015
Affinion
12.2013 - 10.2014
Shipping and Receiving Clerk- Seasonal
Express Employment
09.2013 - 12.2013
Store Manager
Mapco
05.2013 - 09.2013
Store Manager
Friendly Gus
05.2011 - 05.2013
Customer Service
Geico
01.2008 - 04.2011
Associate of Science - Business Management
Dublin Center
Health Management
Oconee Fall Line Technical School
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