KELLY HOWARD

March, 2007 – February, 2025

• DATA ENTRY/PROGRAM SERVICES:

· Data Entry of customer orders & Confirmation of Emergency Services.

· Communicate with Emergency Services agencies via telephone

· Confirm Police, Fire, and Medical Response to specific areas

· Maintain Data base of updated emergency contact information

· Work Directly with Local & State Authorities to ensure response

· Assist Sales and Customer Service teams to clarify information.

• RESPONSE CENTER:

· Ten years’ experience answering calls from vulnerable subscribers.

· Quickly assess the situation & determine immediate need when the subscriber activates the personal emergency response button.

· Utilize Internal and External Databases to obtain Responder and Emergency Assistance in a timely manner.

· Rapidly contact and send help to subscriber location

· Speak with Local and National Agencies, as well as Family Members, to coordinate Subscriber support.

· Follow up with Agencies, Dispatchers, and Families as needed.

• CUSTOMER SERVICE:

· Senior Support to coordinate proper Protocols and ensure accurate information

· Speak with subscribers to ensure accurate subscription information

· Follow HIPPA Guidelines to determine subscriber & payer details

· Provide guidance and coaching to team members as needed

· Speak with Payers to ensure accurate Billing information

• INSURANCE DEPARTMENT:

· Enroll new Lifeline subscribers for service based on Insurance Benefits

• Enhanced customer satisfaction by resolving complex issues and providing timely solutions.

· Assist Subscribers to gain access to Lifeline service through Insurance

· Speak Directly with Insurance Companies and Agencies to coordinate subscriber care

· Confirm Eligibility, Enroll Insurance Members, and explain Lifeline Services

· Update, Cancel, or Maintain Subscriptions based on Insurance Benefits

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• · Customer Service including Driver License Renewals and Auto Registrations
• · Confirmed documentation of incoming and existing customers
• · Updated State Database and communicated with National Authorities
• · Administered testing and collected fees
• · Resolved Guest issues promptly and effectively, demonstrating excellent customer service skills
• · Coordinated with various State and Local Authorities to process applications
• Processed approximately 40 Customers per day
• Maintained a professional and welcoming atmosphere

Long term Contract Assignments including Lifeline and the State of Massachusetts. Various Assignments including Administrative, Receptionist, Customer Service, and Clerical.

• Self-Motivated, with a strong sense of personal Responsibility
• Worked effectively in fast-paced environments
• Managed approximately 25 incoming calls, emails, and communications per day