Jane Schelb
Kalamazoo
Summary
Dynamic professional with extensive experience in call center operations at Southwest Michigan Dermatology, excelling in customer communications and issue resolution. Proven track record of enhancing efficiency and training team members, while consistently achieving high customer satisfaction. Strong problem-solving skills and a commitment to quality assurance drive successful outcomes in fast-paced environments.
Customer service professional with solid history of enhancing customer experiences through effective communication and problem resolution. Known for collaborating with team members to achieve goals and adapting to shifting demands. Expertise includes call handling and conflict resolution skills, valued by employers.
Overview
11
11
years of professional experience
Work History
Call Center Agent
Southwest Michigan Dermatology
Portage, MI
11.2021 - Current
- Managed high volume of inbound calls, addressing patient inquiries and concerns effectively.
- Scheduled appointments and coordinated patient communications using electronic health record systems.
- Provided accurate information regarding dermatological procedures and insurance coverage options.
- Assisted patients with billing questions, ensuring clarity and understanding of charges.
- Trained new team members on call handling procedures and customer service best practices.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Office Administrator
Regus Business Center
Kalamazoo, MI
09.2020 - 10.2021
- Managed daily office operations, ensuring efficient workflow and adherence to company policies.
- Coordinated communication between building tenants, enhancing collaboration and information sharing.
- Contributed to a positive work environment by fostering strong working relationships among colleagues.
- Oversaw scheduling and logistics for meetings and events, optimizing resource allocation.
- Developed and maintained filing systems, improving document retrieval efficiency and organization.
Administrative Assistant
PlazaCorp Realty Advisors
Kalamazoo, MI
03.2017 - 07.2020
- Coordinated office operations to ensure efficient workflows and communication among departments.
- Managed scheduling and calendars for executives, optimizing time management and meeting effectiveness.
- Developed and maintained filing systems, enhancing document retrieval efficiency and organization.
- Streamlined administrative processes, reducing response times for client inquiries and requests.
- Assisted in preparing reports and presentations, ensuring accuracy of data and information shared with stakeholders.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Promoted a 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.
Member Service Representative
Consumers Credit Union
Kalamazoo, MI
01.2015 - 03.2017
- Provided exceptional service to members, addressing inquiries and resolving issues efficiently.
- Educated members on credit union products and services, enhancing member engagement and satisfaction.
- Processed transactions accurately, ensuring compliance with regulatory standards and internal policies.
- Assisted in training new representatives, fostering a collaborative team environment and knowledge sharing.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Verified customer identification and documentation for compliant transactions.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
Education
High School Diploma -
Vicksburg High School
Vicksburg, MISome Class Work - Business Administration
Ferris State University
Big Rapids, MISkills
- Call center operations
- Customer communications
- Payment processing
- Team development
- Technical support
- Appointment setting
- Problem-solving skills
- Issue resolution
- Answering questions
- Interpersonal skills
- Gathering information
- Quality assurance
- Training experience
Timeline
Call Center Agent
Southwest Michigan Dermatology
11.2021 - Current
Office Administrator
Regus Business Center
09.2020 - 10.2021
Administrative Assistant
PlazaCorp Realty Advisors
03.2017 - 07.2020
Member Service Representative
Consumers Credit Union
01.2015 - 03.2017
High School Diploma -
Vicksburg High School
Some Class Work - Business Administration
Ferris State University