Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Additional Information
Certification
Work Availability
Hobbies
Quote
Timeline
Hobbies
Hi, I’m

GLENDA Capps

Ozona,TX

Summary

Knowledgeable and dedicated customer service professional with extensive experience in multiple industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

31
years of professional experience
1
Certificate

Work History

Eastern Accounting Systems

Customer Service Agent/Collections Agent
11.2023 - Current

Job overview

  • Delivered personalized support by tailoring interactions based on individual customer preferences and needs.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Addressed customer account discrepancies and concerns.
  • Communicated with clients regarding account services, statements, and balances.
  • Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
  • Streamlined collections process for increased efficiency with detailed record-keeping and timely followups.
  • Maintained strict compliance with all federal, state, and company regulations during each step of collections process.
  • Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
  • Negotiated to collect balance in full.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Reached out to approximately 250 account holders daily.
  • Negotiated with account holders to devise repayment plans and minimize collections receivables.
  • Identified and analyzed rejection patterns, partial denials and denials from third parties to improve existing processes.
  • Contacted customers to discuss past-due accounts and negotiated payment plans.
  • Responded to customer inquiries and provided detailed account information.
  • Maintained accurate records of customer accounts, payments and payment plans.
  • Entered client details and notes into system for interdepartmental access and review.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.
  • Researched billing errors and discrepancies to initiate corrective action.
  • Initiated repossession process or service disconnection upon failure of other collection methods.

Disabled Veterans Solutions

Customer Service Representative
01.2022 - 11.2023

Job overview

  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • 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 customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • 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.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity, managing over one hundred calls per day.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

NexRep/Teledoc

Healthcare Customer Service Representative/Independent Contractor
10.2021 - 01.2022

Job overview

  • Developed and updated databases to handle customer data.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Boosted customer retention by promptly handling complaints and providing appropriate solutions.
  • Maintained accurate records of customer interactions, ensuring proper documentation within company''s database.
  • Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
  • Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
  • Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
  • Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
  • Providing excellent customer service by promptly answering patient inquiries.
  • Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
  • Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
  • Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
  • Educated patients on importance of preventive health care and insurance coverage.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Provided exceptional customer service by addressing client concerns promptly and offering solutions that met their needs.
  • Maintained detailed records of project progress, expenses, and communications for accurate invoicing and future reference.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
  • Collected, arranged, and input information into database system.
  • Gathered, organized and input information into digital database.

City Of San Angelo

Administrative Assistant/Tour Guide
03.2017 - 06.2020

Job overview

  • Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure smooth integration into team.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Promoted positive work environment through effective communication skills and fostering professional relationships among colleagues.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
  • Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
  • Organized office events such as holiday parties or team-building activities, promoting positive company culture and boosting employee morale.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
  • Created and maintained databases to track and record customer data.
  • Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
  • Sorted and distributed office mail and recorded incoming shipments for corporate records.
  • Negotiated contracts with vendors and suppliers for office supplies, equipment and services.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
  • Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
  • Enhanced visitor experience by providing engaging and informative tours of various attractions.
  • Increased customer satisfaction through attentive listening and personalized tour adjustments based on group interests.
  • Facilitated memorable experiences for diverse groups by tailoring presentations to cater to different age groups, cultural backgrounds, and language abilities.
  • Received numerous positive reviews from clients, reflecting strong communication skills and in-depth knowledge of tour subjects.
  • Maintained accurate records of daily tour attendance, expenses, and revenues for accurate reporting to management team members.
  • Stayed current on area history, culture, events, attractions by attending workshops, lectures, conferences regularly updating tour information accordingly.
  • Provided excellent customer service during pre-tour interactions such as answering questions via email or phone calls.
  • Trained new hires ensuring they were well-prepared knowledgeable about their assigned tours before leading them independently.
  • Collaborated with local schools on educational tours that aligned with curriculum objectives, fostering community engagement and understanding of regional history.
  • Consistently received high ratings on customer feedback surveys, reflecting dedication to providing enjoyable and informative experiences.
  • Guided groups of up to twenty five people on scheduled tours.
  • Communicated professionally with customers, answering questions and addressing concerns to boost satisfaction.
  • Managed tour groups by keeping on schedule and quickly handling issues to promote positive experiences.
  • Built personal relationships with guests to promote positive experiences.
  • Provided information on various sites throughout area, relaying little-known stories to provide interest.
  • Answered questions, pointed out important features and offered further details about special exhibits to educate visitors.
  • Shared historical and cultural context to keep tour informative and provide more profound understanding of area.
  • Continued learning and updating knowledge about tour areas, culture and history to provide accurate, timely and exciting information to tour groups.
  • Provided suggestions and recommendations for activities, restaurants and accommodations to keep customers entertained after tour hours.
  • Entertained tour guests with various props and signs for maximum engagement, fun, and lasting memories.
  • Adapted to unexpected schedule changes by being flexible and adjusting itineraries to keep tours moving smoothly.
  • Planned and organized tours by determining routes, selecting sights and landmarks to visit, and coordinating transportation and accommodations.
  • Collected and deposited payments from guests.
  • Trained to handle medical issues and accidents to take appropriate action and promote safety and well-being of tour groups.
  • Utilized effective communication and problem-solving skills to quickly resolve customer issues.
  • Informed tour members of safety risks associated with attractions, confirming customer security.
  • Demonstrated superior professionalism while interacting with customers and vendors.
  • Arranged for additional resources and personnel when needed to accommodate larger tour requests.
  • Maintained accurate records of tour members and managed customer paperwork for organizational maintenance.
  • Worked closely with management staff to create new and lucrative tours.
  • Delivered timely and accurate updates to tour coordinator regarding tour progress.
  • Assisted tour members with luggage, bags and maps while handling other helpful tasks.

Texas Department Of Public Safety

Police Communications Dispatcher
10.1993 - 04.2015

Job overview

  • Improved response times by efficiently prioritizing and dispatching emergency calls.
  • Enhanced officer safety by providing accurate and timely information during critical incidents.
  • Streamlined communication between officers and emergency personnel, ensuring seamless coordination during high-stress situations.
  • Assisted in apprehension of suspects through effective surveillance and detailed descriptions provided to officers.
  • Increased caller satisfaction by remaining calm and composed during high-pressure situations, providing clear instructions for callers to follow.
  • Contributed to successful investigations with thorough documentation of all communications and actions taken during an incident.
  • Safeguarded public safety by accurately disseminating pertinent information to responding units during emergencies or criminal activities.
  • Collaborated closely with other dispatchers and supervisors, maintaining open lines of communication to ensure efficient operations.
  • Expedited response efforts by expertly utilizing mapping software to pinpoint precise locations of callers.
  • Reduced errors by meticulously entering data into computer-aided dispatch systems.
  • Continually updated skills in new technologies, enhancing accuracy in dispatching processes.
  • Participated in ongoing training for improved knowledge about protocols, policies, and procedures related to police communications work.
  • Maintained high level of confidentiality regarding sensitive case information, upholding ethical standards at all times.
  • Ensured proper handling of non-emergency calls by redirecting callers to appropriate resources or departments as necessary.
  • Provided assistance during large-scale events such as natural disasters or mass casualty incidents, coordinating efforts among multiple agencies effectively.
  • Facilitated smooth shift transitions with detailed log entries documenting all relevant information from previous shifts before handing over responsibilities.
  • Demonstrated adaptability in adjusting work schedules or assuming additional duties as required for optimal performance within department.
  • Earned recognition for consistently meeting or exceeding performance metrics regarding call handling, response times, and overall customer satisfaction.
  • Questioned callers to determine nature of problems and locations to direct type of response needed.
  • Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
  • Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
  • Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
  • Used specialized software to track and maintain case incident numbers and logs.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
  • Assisted callers in emergency situations with appropriate information and support.
  • Routed calls to police, fire, and ambulance service to meet individual call needs.
  • Operated emergency response systems to update and retrieve up-to-date information for first responders.
  • Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
  • Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
  • Reduced risks and emergency response issues by observing public safety field units.
  • Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
  • Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.
  • Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
  • Proactively identified potential areas for improvement in dispatch processes and participated in implementing changes that resulted in increased departmental efficiency.

Education

Ozona High School
Ozona, Texas

High School Diploma

University Overview

Skills

  • Information Verification
  • Outstanding communication skills
  • Customer Complaint Resolution
  • Inbound Customer Service
  • Customer Relations
  • Empathetic and genuine
  • Inbound Call Management
  • Microsoft Office Suite proficiency
  • Documentation And Reporting
  • Live chat support
  • Problem Resolution
  • Complaint Handling
  • Correspondence composition
  • Escalation management
  • Customer Service
  • Billing Inquiries
  • Call center experience
  • De-Escalation Techniques
  • Customer Focus
  • Typing Speed
  • Appointment Scheduling
  • Call Management
  • Information Security
  • Data Entry
  • Complaint resolution
  • Scheduling
  • Building rapport
  • Problem-solving abilities
  • Computer Proficiency
  • Conflict Resolution
  • Call Center Operations
  • Call triaging
  • Reading Comprehension
  • Report Transcription
  • Microsoft Outlook
  • Prioritization
  • Team Development
  • Report Preparation
  • Quality Assurance Controls
  • Medical terminology knowledge
  • Microsoft Office Suite
  • Dispute Resolution
  • Conflict Mediation
  • Client Relations
  • Staff Training
  • Proofreading
  • Coordination
  • Microsoft PowerPoint
  • Record preparation
  • Training development aptitude
  • Service standard compliance
  • Call Center Operations
  • Key holder experience
  • Call triaging
  • Reading Comprehension
  • Report Transcription
  • Microsoft Outlook
  • Prioritization
  • Team Development
  • Report Preparation
  • Quality Assurance Controls
  • Medical terminology knowledge
  • Microsoft Office Suite
  • Dispute Resolution
  • Conflict Mediation
  • Client Relations
  • Staff Training
  • Proofreading
  • Coordination
  • Microsoft PowerPoint
  • Record preparation
  • Training development aptitude
  • Service standard compliance
  • Call Center Operations
  • Key holder experience
  • Call triaging
  • Reading Comprehension
  • Report Transcription
  • Microsoft Outlook
  • Prioritization
  • Team Development
  • Report Preparation
  • Quality Assurance Controls
  • Medical terminology knowledge
  • Microsoft Office Suite
  • Dispute Resolution
  • Conflict Mediation
  • Client Relations
  • Staff Training
  • Proofreading
  • Coordination
  • Microsoft PowerPoint
  • Record preparation
  • Training development aptitude
  • Service standard compliance
  • Call Center Operations
  • Key holder experience
  • Call triaging
  • Reading Comprehension
  • Report Transcription
  • Microsoft Outlook
  • Prioritization
  • Team Development
  • Report Preparation
  • Quality Assurance Controls
  • Medical terminology knowledge
  • Microsoft Office Suite
  • Dispute Resolution
  • Conflict Mediation
  • Client Relations
  • Staff Training
  • Proofreading
  • Coordination
  • Microsoft PowerPoint
  • Record preparation
  • Training development aptitude
  • Service standard compliance
  • Call Center Operations
  • Key holder experience
  • Call triaging
  • Reading Comprehension
  • Report Transcription
  • Microsoft Outlook
  • Prioritization
  • Team Development
  • Report Preparation
  • Quality Assurance Controls
  • Medical terminology knowledge
  • Microsoft Office Suite
  • Dispute Resolution
  • Conflict Mediation
  • Client Relations
  • Staff Training
  • Proofreading
  • Coordination
  • Microsoft PowerPoint
  • Record preparation
  • Training development aptitude
  • Service standard compliance

Accomplishments

Accomplishments
  • Awarded Regional Commander's Award by Texas DPS for outstanding performance due to my dedication and tenacity in assisting a Trooper with a time-sensitive investigation which resulted in the arrest of two felons with a total of nineteen (19) warrants between them.
  • Received numerous letters of accommodation from citizens who I was able to assist during various medical and personal crises.
  • Telephone Service - Professionally processed 100+ calls per day, providing information and service to ensure customer satisfaction.

Affiliations

Affiliations
  • TXDPSOA
  • Who's Who

Additional Information

Additional Information

By simply glancing at my work experience it will not escape you that I am not a recent college graduate.


I have been told to not include past ten years of work experience, but that would eliminate the bulk of my career of which I am very proud, meaning those years spent serving the public in the role of dispatcher/communications operator for the State of Texas. Those are the years that formed my work ethic, solidified me as a person who truly wants to make things better for people. The training I received from DPS in everything from new software and CAD systems and radios and the ability to adapt and overcome whatever situation presented itself on a shift was invaluable. I thrive on new challenges. When you clock in and have no idea if it's going to be a train derailment or a bus crash or a pipeline explosion... or you are going to just sit there and be bored out of your mind for eight hours... you either are really good at it, or you quit. And I am really good at the unexpected and the people who need someone to actively listen and provide support.


I genuinely love learning new skills. I ask you to look at my resume with open eyes and see how much experience I can bring to the table.

Certification

  • CTO - Communications Training Officer
  • PST - Public Safety Telecommunicator
  • EMD - Emergency Medical Dispatch
  • CRT - Communications Response Team
Availability
See my work availability
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Available
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tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Hobbies

Hobbies

In my free time I enjoy writing and submit to our local newspaper as a free-lance journalist.  I also dabble in photography, and have had a few photographs used in calendars and advertisements locally; once Texas Monthly chose one of my photographs and I was thrilled beyond words because that one actually PAID a little.  


I am a musician and play several different instruments including piano, guitar, mandolin, ukulele, clarinet, flute and saxophone.  I am also a grandmother to three (3) amazing little boys who keep me young and on my toes when we play Fortnite and Minecraft and Roblox.  And, I am an animal lover and lucky enough to be blessed with a goofy 130 lbs Great Dane named Gordo.  


At one point I was an EMT and a volunteer fire-fighter, but due to a shoulder injury those days are behind me and I did not really consider those hobbies so much as passions.  They are still very much a part of what makes me though, so I consider them important to include.  

Quote

When people talk, listen completely. Don’t be thinking what you’re going to say. Most people never listen.
Ernest Hemingway

Timeline

Customer Service Agent/Collections Agent
Eastern Accounting Systems
11.2023 - Current
Customer Service Representative
Disabled Veterans Solutions
01.2022 - 11.2023
Healthcare Customer Service Representative/Independent Contractor
NexRep/Teledoc
10.2021 - 01.2022
Administrative Assistant/Tour Guide
City Of San Angelo
03.2017 - 06.2020
Police Communications Dispatcher
Texas Department Of Public Safety
10.1993 - 04.2015
Ozona High School
High School Diploma

Hobbies

Hobbies

In my free time I enjoy writing and submit to our local newspaper as a free-lance journalist.  I also dabble in photography, and have had a few photographs used in calendars and advertisements locally; once Texas Monthly chose one of my photographs and I was thrilled beyond words because that one actually PAID a little.  


I am a musician and play several different instruments including piano, guitar, mandolin, ukulele, clarinet, flute and saxophone.  I am also a grandmother to three (3) amazing little boys who keep me young and on my toes when we play Fortnite and Minecraft and Roblox.  And, I am an animal lover and lucky enough to be blessed with a goofy 130 lbs Great Dane named Gordo.  


At one point I was an EMT and a volunteer fire-fighter, but due to a shoulder injury those days are behind me and I did not really consider those hobbies so much as passions.  They are still very much a part of what makes me though, so I consider them important to include.  

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GLENDA Capps