India Westbrook
Charlotte,NC
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
10
10
years of professional experience
Work History
Eligibility Specialist
Department of Human Services
Charlotte, NC
07.2025 - Current
- Assessed eligibility for various programs, ensuring compliance with regulations and guidelines.
- Reviewed applications to determine qualification status, identifying discrepancies and necessary documentation.
- Collaborated with clients to gather information, providing guidance on program requirements and processes.
- Implemented process improvements that enhanced application review efficiency and accuracy.
Account Management Specialist
Spectrum
Charlotte
11.2024 - 07.2025
- Participated in regular performance reviews to assess progress against goals set forth at the beginning of each quarter.
- Developed and maintained strategic operational processes, streamlining customer experience and adding value to company.
- Provided expert guidance on company products and services, positioning clients for optimal results.
- Researched and resolved billing discrepancies to enable accurate billing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
Police Telecommunicator
CMPD
Charlotte, NC
05.2024 - 08.2024
- Receives incoming calls for police and security services, dispatches officers as appropriate, and monitors police radio alarms.
- Documents police and security service requests in an electronic records management and dispatch system. Operates National Crime Information Center (NCIC) console, a computer aided mobile dispatch system, and Zetron interoperable radio console.
- Proven ability to learn quickly and adapt to new situations.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Account Resolution Representative
Wells Fargo
Charlotte, NC
10.2022 - 05.2024
- Providing quality customer experience while working to collect and negotiate terms of repayment on outstanding account balances.
- Works in professional, customer-centric, and high-volume environment; taking inbound calls; making outbound calls utilizing an auto-dialer or direct dial system to determine reason for delinquency.
- Provides exceptional service solutions.
- Mitigates risk by adhering to all policies and procedures, as well as local, state, and federal regulations.
- Refers more complex issues to a higher-level Account Resolution Specialists.
- Mentored junior staff members, sharing expertise in effective communication techniques and conflict resolution strategies for better results.
Patient Service Specialist
Novant Health
Mooresville, NC
05.2022 - 12.2022
- Ensured HIPAA compliance by maintaining strict confidentiality of patient information while handling sensitive documents.
- Improved patient satisfaction by providing efficient and friendly service during check-ins, registrations, and scheduling appointments.
- Enhanced clinic workflow by managing patient records and ensuring accurate documentation of medical histories.
- Increased patient loyalty through timely follow-up calls and addressing inquiries or concerns.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
Bank Teller
Wells Fargo
Mooresville, NC
01.2022 - 05.2022
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Reconciled cash drawer and resolved discrepancies.
- Identified fraudulent activities by diligently monitoring transactions and reporting suspicious activity to management.
- Audited fellow teller currency to contribute to dual-control procedures.
- Supported branch management in achieving operational excellence through adherence to regulatory guidelines and internal procedures.
Patient Administrative Lead Associate
FastMed Urgent Care
Mooresville, NC
10.2021 - 05.2022
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported recruitment processes, scheduling interviews and communicating with applicants to improve hiring timelines.
Patient Service Specialist
Ortho Carolina
Charlotte, NC
01.2018 - 12.2021
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Used EPIC to schedule appointments.
- Balanced deposits and credit card payments each day.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
Customer Care Agent Utilities
Duke Energy
Charlotte, NC
11.2015 - 01.2018
- Adhered strictly to data protection guidelines, ensuring that the confidential information of customers was treated with utmost respect and diligence throughout all interactions.
- Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
- Maintained up-to-date knowledge of products and services to effectively assist customers with their needs.
- Handled escalated calls professionally, mitigating potential complaints
- Actively sought opportunities for professional development within the industry, participating in workshops and training sessions relevant to the role.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Associate of Science - Surgical Technician
Southeastern Institute
Charlotte, NC01-2027
Medical Administrative Assistant - undefined
Ultimate Medical Academy
01.2018
High School Diploma - undefined
Burns High School
01.2011
Early Childhood Education - undefined
Cleveland Community College
01.2011
Timeline
Eligibility Specialist
Department of Human Services
07.2025 - Current
Account Management Specialist
Spectrum
11.2024 - 07.2025
Police Telecommunicator
CMPD
05.2024 - 08.2024
Account Resolution Representative
Wells Fargo
10.2022 - 05.2024
Patient Service Specialist
Novant Health
05.2022 - 12.2022
Bank Teller
Wells Fargo
01.2022 - 05.2022
Patient Administrative Lead Associate
FastMed Urgent Care
10.2021 - 05.2022
Patient Service Specialist
Ortho Carolina
01.2018 - 12.2021
Customer Care Agent Utilities
Duke Energy
11.2015 - 01.2018
Associate of Science - Surgical Technician
Southeastern Institute
Medical Administrative Assistant - undefined
Ultimate Medical Academy
High School Diploma - undefined
Burns High School
Early Childhood Education - undefined
Cleveland Community College