Harold Kelly
Des Moines
Summary
Energetic and empathetic individual with a passion for helping others and ensuring their well-being. Possess solid understanding of basic medical procedures and strong communication skills, including proficiency in data entry and handling sensitive information. Equipped to make a positive impact on the donor experience and safety. Commitment to excellence drives continuous strive for highest level of service, ensuring every interaction is handled with care and professionalism.
Overview
2025
2025
years of professional experience
1
1
Certification
Work History
Senior Reception Tech/ Donor Support Technician/ PCS2 Machine Technician/ phlebotomist
CSL PLASMA
- Screen donors and create new donor profiles
- Set up and disconnect plasma machine for donors support
- Mechanical technician-diagnose and calibration of plasma machines PCS2
- Collected, processed, labeled, and stored specimens from 500+ patients
- Performed 500+ successful venipunctures
- Trained 1 successful machine technician
Receptionist Internal Medicine
Mercy Hospital
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
Non Fraud & Claims Representative
Wells Fargo
02.2025 - Current
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
Patient Care Technician
DaVita Kidney Care
03.2023 - 01.2025
- Receive patient into treatment area
- Weigh patient, take temperature and blood pressure pre and post dialysis
- Document on all dialysis flow sheets
- Perform and record patient observation: vital signs and all other parameters of ESRD patients, obtain blood samples and culture specimens, and prepares for shipment
- Monitored vital signs and reported changes to nursing staff, ensuring timely medical interventions when necessary.
- Assisted nurses with essential tasks, streamlining workflow and increasing efficiency in the healthcare setting.
Mortgage Specialist
Wells Fargo
11.2021 - 03.2023
- reminded updated with latest information related to mortgage products and services offered
- motivated and developed employees by creating incentives to encourage employee
- attracted new mortgage loan application by developing relationship within community
Dispatch Operator/Customer Service Representative
Johnson Controls
09.2019 - 11.2021
- Monitoring of customer alarms systems, while dispatching authorities when needed
- Executing 85+ calls per day inbound and outbound
- Scheduling work orders to send out technicians when needed and verifying availability
- Assisted in troubleshooting fire and burglar alarm panels
- Resolved customer complaints
- Route technician trucks
Sr. Customer Service Representative
MetLife
09.2018 - 07.2019
- Collected and processed customer payments for coverage plans
- Updated customer accounts to ensure all account and contact info in current
- Managed 40-50 Inbound and outbound phone calls per day
- Provided education and account information to customers about their insurance and annuity coverage and plan information
- Worked a personally structured day by organizing and utilizing time management
- Updated customer coverage amounts if coverage amount were requested and approved
Customer Service Representative
Intoxalock
01.2018 - 09.2018
- Handled inbound calls from customers (75+ a day)
- Assisted customers with troubleshooting of equipment and vehicles
- Managed to schedule appointments and verify information
- Manage account in full detail of resolved issues
- Reply of emails regarding customer issues
- Process payment and billing information
- Manage to set customer up for insurance on device (Sales)
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Technical Support, Help Desk Operator
02.2015 - 01.2018
- Handled inbound calls
- Assisted customers with computer issues including troubleshooting, remote into computer help, uninstalling and reinstalling programs
- Guided customers through website core regarding any questions
- Executed calls within 30 minutes making sure issue was fully resolved and completed documentation of calls
- Reduced downtime with proactive system monitoring and timely issue resolution.
- Maintained accurate records of all help desk interactions, ensuring efficient routing and follow-up on open tickets.
Sales and Customer Service Representative
Market Link
06.2014 - 02.2015
- Handled outbound and inbound calls for cable service sales
- Explained offers customers had eligibility for and set installation dates
- Helped customers learn new equipment
- Made sales goal per hour depending on what region calls were made to
- Discussed any problems they can overcome with their services
- Ensured customers where treated with cheerful customer service
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
Education
High school diploma -
Edgewater High School
Orlando, FL05-2016
Skills
- General computer skills
- Microsoft Windows
- Microsoft Excel
- Inbound calls
- Great communication
- Teamwork collaboration
- Technical support
- Great accuracy
- Close attention to detail
- Organizational
- Billing
- Strong multi tasking skills
- Electronic mail
- Structured methods
- Insurance
- Knowledge and terminology in the insurance industry
- Customer accounts
- Time Management
- Annuities
- Strong professional personality
- Mechanical Knowledge
- Vital signs
- Specimen collection
- Processing
- Laboratory experience
- Customer service
- Leadership
- Teaching
- Windows
- Technical support
- Outbound sales
- Medical terminology
- Outdoor work
- Diagnostic evaluation
- Typing
- Supervising experience
- Data entry
- Workload prioritization
- Supply inventory
- Data entry proficiency
- Workspace sanitation
- Donor needs
- Teamwork
- Incident records
- Critical thinking
- Organizational skills
- Team collaboration
- HIPAA compliance
Certification
- Pcs2 machine technician, 03/01/23
- CPR Certification, Present
- Certified Phlebotomy Technician, Present
Timeline
Non Fraud & Claims Representative
Wells Fargo
02.2025 - Current
Patient Care Technician
DaVita Kidney Care
03.2023 - 01.2025
Mortgage Specialist
Wells Fargo
11.2021 - 03.2023
Dispatch Operator/Customer Service Representative
Johnson Controls
09.2019 - 11.2021
Sr. Customer Service Representative
MetLife
09.2018 - 07.2019
Customer Service Representative
Intoxalock
01.2018 - 09.2018
Technical Support, Help Desk Operator
02.2015 - 01.2018
Sales and Customer Service Representative
Market Link
06.2014 - 02.2015
Senior Reception Tech/ Donor Support Technician/ PCS2 Machine Technician/ phlebotomist
CSL PLASMA
Receptionist Internal Medicine
Mercy Hospital
High school diploma -
Edgewater High School
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