Justine Schiersing
Plymouth,Ma
Summary
Dedicated and Reliable Customer Service Professional with over 18 years of experience delivering outstanding service across diverse industries. Known for a strong commitment to driving positive outcomes and ensuring customer satisfaction by leveraging exceptional interpersonal skills, proactive problem-solving, and a keen focus on quality. Highly adept at thriving in fast-paced, high-pressure environments, consistently resolving challenges with efficiency and precision. Demonstrated success in both support and leadership roles, collaborating effectively with teams to improve processes, enhance service delivery, and exceed customer expectations. Passionate about building lasting relationships and continuously striving for excellence.
Overview
20
20
years of professional experience
Work History
People Services Specialist-
VCA
Los Angeles, CA
07.2022 - Current
- Deliver exceptional customer service by expertly resolving inquiries related to HR, Payroll, Benefits, Timekeeping, Onboarding, Compensation, and Recruiting for current and former VCA Associates through both phone and email, ensuring a seamless experience.
- Act as the first point of contact for associates, leveraging empathy, professionalism, and strong problem-solving skills to address and resolve concerns swiftly, fostering trust and satisfaction.
- Consistently exceed departmental customer service metrics, including issue resolution rates, response times, and transactional productivity, demonstrating a commitment to performance excellence and continuous improvement.
- Accurately process system transactions within Workday, ensuring data integrity and strict adherence to company standards, while maintaining operational efficiency.
- Utilize ServiceNow to manage, prioritize, and escalate HR cases, ensuring issues are resolved promptly and in compliance with organizational guidelines, providing timely updates to stakeholders.
- Develop, update, and maintain Quick Reference Guides (QRGs) and job aids, empowering team members with the tools and resources necessary to improve knowledge-sharing and enhance productivity.
- Collaborate closely with cross-functional teams to resolve complex or escalated cases, ensuring associates receive comprehensive support, guidance, and follow-up to address and mitigate challenges.
- Provide education and guidance to associates and stakeholders on company policies and procedures, gently addressing any misunderstandings or non-compliant practices and offering support to ensure alignment with organizational standards.
- Foster continuous improvement by collaborating with teams to identify areas for process enhancement, offering thoughtful feedback, and promoting best practices to help maintain long-term operational success.
Administrative Assistant/Recruiting Assistant-
Healthcare For Hire
Plymouth, MA
07.2020 - 07.2022
- Played a key role in the recruitment process by coordinating interviews, screening resumes, and managing applicant tracking systems (ATS) to ensure efficient candidate pipelines.
- Assisted with the preparation and execution of job postings across multiple platforms, targeting top talent and expanding the candidate pool.
- Conducted initial phone screenings, assessed candidate qualifications, and provided detailed feedback to hiring managers to streamline the selection process.
- Managed daily office operations, including calendar scheduling, organizing files, handling phone calls, and maintaining accurate records, ensuring the office ran smoothly and efficiently.
- Coordinated and communicated effectively with hiring managers and other departments to ensure seamless collaboration and information flow.
- Delivered timely updates and recommendations to hiring managers regarding candidate status, interview feedback, and other recruitment-related matters.
- Assisted with coordinating and hosting virtual and in-person recruitment events, ensuring all logistical details were arranged, including candidate communication, venue setup, and materials.
- Managed confidential personnel files and maintained compliance with HR and company policies regarding record retention and privacy standards.
- Implemented process improvements that increased efficiency in candidate sourcing, screening, and interview scheduling.
- Collaborated closely with HR team members to ensure alignment with company hiring goals and initiatives.
Day Porter-
Compass Facility Services (Mass DOT - RMV)
Plymouth, MA
10.2020 - 04.2022
- Maintain facility cleanliness by disinfecting according to strict DOT regulations.
- Adhere to a strict schedule to ensure timely completion of tasks.
- Adapt to ongoing regulatory changes with flexibility and attention to detail.
- Demonstrate strong organizational skills to manage multiple tasks efficiently.
- Safely handle chemicals in accordance with safety guidelines and protocols.
Transportation Compliance Coordinator-
Clean Harbors Environmental Services
Norwell, MA
09.2018 - 10.2020
- Communicated with drivers and reviewed compliance-related records to ensure adherence to DOT and FMCSA regulations, minimizing compliance risks and promoting operational integrity
- Operated multiple systems, including specialized compliance software, to maintain accurate and up-to-date driver qualification files and medical clearance documentation
- Conducted detailed evaluations of driver applications, approving or denying based on regulatory requirements and company policies, ensuring a high standard of hiring compliance
- Managed compliance-related administrative tasks such as PCard Workbench approvals, purchase reconciliation, and updating PeopleSoft records
- Collaborated with internal teams and external agencies to address compliance discrepancies, resolve issues, and ensure smooth operations
- Created and maintained detailed reports on compliance performance, providing actionable insights to leadership for process improvement
Motor Vehicle and Workman’s Compensation Billing Specialist
-Brewster Ambulance Service
Brockton, MA
04.2018 - 09.2018
- Billed ambulance claims to multiple insurance companies, ensuring Processed ambulance claims for multiple insurance companies, ensuring accurate billing and compliance with healthcare coding standards, including ICD-9, ICD-10, and CPT codes.
- Effectively managed time and met tight claim submission deadlines while prioritizing tasks in a high-pressure environment.
- Provided exceptional customer service by promptly addressing billing inquiries from patients and insurance providers and resolving issues professionally.
- Performed key administrative tasks such as invoicing, faxing, scanning, and email correspondence to support smooth office operations.
- Worked closely with the billing team to identify and implement process improvements, increasing efficiency and reducing errors in claims processing.
Member and Provider Customer Service Representative
-Blue Cross and Blue Shield FEP
Hingham , MA
04.2014 - 01.2018
- Provide support for FEP Hotline, assisting with inquiries and troubleshooting.
- Proficient in operating multiple systems, including Microsoft Office, claims programs, benefits and eligibility platforms, and provider technologies (Payspan, Emdeon, Clear Connection, and BCBS Provider Service website).
- Extensive knowledge of call center operations and methodologies that enhance business performance and improve customer/provider satisfaction.
- In-depth understanding of BCBS FEP product offerings.
- Capable of working both independently and collaboratively within a team environment.
- Consistently uphold a strong commitment to quality and service excellence.
- Effective verbal and written communication skills, able to convey complex information clearly.
- Demonstrated ability to prioritize and manage time efficiently in a fast-paced environment.
- Implement creative solutions to address challenges and improve processes.
- Strong relationship-building skills, fostering trust and collaboration with colleagues and providers.
- Experienced in faxing, scanning, and managing multi-line phone systems.
- Knowledgeable in the claims process for ambulance services, 1500, and UB claims.
- Ability to process claims in accordance with policy guidelines.
- HIPAA certified, ensuring compliance with privacy and confidentiality standards.
- Familiar with healthcare coding and reimbursement systems, including ICD-9, ICD-10, and CPT codes.
- Capable of handling high-volume phone calls while maintaining professionalism and accuracy.
- Assists with training and mentoring colleagues to improve team performance.
- Knowledge of accounts receivable processes and procedures.
- Skilled in provider services, including Dental, Benefits and Eligibility, and 1500/UB claims.
Head Cashier-
CVS Pharmacy
Manomet, MA
06.2004 - 07.2014
- Process cash, check, and charge transactions accurately using a cash register
- Stock and organize merchandise and wellness products to ensure availability and presentation
- Respond to and manage incoming phone inquiries with professionalism and efficiency
- Handle potential shoplifting situations in accordance with company policies and procedures
- Uphold customer and patient confidentiality in all interactions and transactions
- Demonstrate supervisory skills by guiding and supporting team members
Private Child Care Provider-
Rogan Family
Plymouth, MA
09.2007 - 04.2014
- Provided care for three elementary-aged children, ensuring their safety, well-being, and engagement in educational and creative activities.
- Coordinated school drop-offs and extracurricular activities, assisting with homework and supporting personal development.
Education
Culinary Arts -
Plymouth South Vocational and Technical School
Plymouth, Ma01.2007
Skills
- Customer Service Excellence: Extensive experience delivering exceptional service across various industries, ensuring client satisfaction and loyalty
- HR and Compliance Systems: Proficient in managing HR, payroll, benefits, and compliance systems, including Workday, ServiceNow, and PeopleSoft
- Conflict Resolution & Process Improvement: Skilled in resolving conflicts and driving process improvements to enhance team efficiency and collaboration
- Communication & Time Management: Strong organizational and communication skills, with a proven ability to manage time effectively and meet deadlines
- Healthcare Coding & Compliance: Experienced in healthcare coding (ICD-9, ICD-10, CPT), as well as FMCSA regulations and DOT compliance requirements
- Technical Proficiency: Advanced proficiency in Microsoft Office Suite, case management tools, and other business applications
Languages
English
Native/ Bilingual
Systems & Tools
- Workday
- Service Now
- Microsoft Suite
- Smartsheets
- CANVA
- Indeed
Employer - Bullhorn
- HireRight
- SharePoint
- LinkedIn
Recruiter - People Soft
- Docusign
- Win Web
- Payspan
- Emdeon
- Clear Connection
- ICD 9/ ICD 10
- 8x8
- Willis Towers Watson
References
References available upon request.
Timeline
People Services Specialist-
VCA
07.2022 - Current
Day Porter-
Compass Facility Services (Mass DOT - RMV)
10.2020 - 04.2022
Administrative Assistant/Recruiting Assistant-
Healthcare For Hire
07.2020 - 07.2022
Transportation Compliance Coordinator-
Clean Harbors Environmental Services
09.2018 - 10.2020
Motor Vehicle and Workman’s Compensation Billing Specialist
-Brewster Ambulance Service
04.2018 - 09.2018
Member and Provider Customer Service Representative
-Blue Cross and Blue Shield FEP
04.2014 - 01.2018
Private Child Care Provider-
Rogan Family
09.2007 - 04.2014
Head Cashier-
CVS Pharmacy
06.2004 - 07.2014
Culinary Arts -
Plymouth South Vocational and Technical School
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