KELSIE ELLIS
Troutdale,OR
Summary
Highly organized and detail-oriented professional with strong work ethic and dedication to achieving goals. Skilled at developing and maintaining documentation systems, managing calendars and preparing reports. Knowledgeable in project management principles, business processes and customer service best practices. Over a decade of highly developed customer service experience learned through The Walt Disney Company and elevated through years in professional work settings.
Overview
14
14
years of professional experience
Work History
Surrogate Coordinator
Northwest Surrogacy Center
09.2022 - Current
- Accurately maintained, tracked, and managed hundreds of surrogate leads and eligible candidates.
- Recruited eligible surrogacy candidates.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Tracked records, filed documents and maintained communication with clients to complete their eligibility screening. This includes; medical records collection, interview with clients, psychological evaluation reports etc.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
Receptionist & Scheduling Coordinator
The Oregon Clinic - Plastic Surgery Division
12.2015 - 09.2017
- Trained new front office staff on office procedures
- Created job aides for front office staff on various office procedures
- Maintained schedules for multiple physicians
- Scheduled in-office surgical procedures & new patient appointments.
Character & Imaging Lead
The Walt Disney Company - Disneyland Resort
09.2010 - 03.2015
- Supervised over 40+ employees daily in various areas of the Disneyland Resort
- Managed character schedules for daily Guest interactions
- Facilitated Guest recovery situations using Walt Disney Company provided multi-week training courses
- Trained and onboarded new employees on various operational procedures
- Maintained and tracked daily interactions & input them into ongoing tracking database
- Provided coaching to Cast Members regarding performance and Disney standards
- Maintained extensive knowledge on ever-changing Resort events, procedures, and information
- Maintained the standard of excellence required by Disney during all Guest interactions.
Assistant Store Manager
Abercrombie & Fitch
05.2014 - 11.2014
- Trained and onboarded new employees on store policy & job function
- Managed over 60 employees
- Created weekly and monthly schedules for employees
- Responsible for meeting accounting & business goals set by District Manager
- Managed on the floor teams for marketing updates & store remodeling
- Worked directly with upper management to improve overall store production & efficiency
- Conducted interviews with employee candidates & hired new talent.
Child Support Case Manager - Lead
Oregon Department of Justice - Division of Child Support
09.2017 - 09.2022
- Reviewed legal actions & case actions of Case Managers for accuracy & quality
- Lead for new Case Managers in Training
- Created multiple job aides for Office Specialists, Case Managers, and Gresham Child Support staff
- Created multiple workload checklists and guides to assist staff with caseload organization and processing
- Responsible for escalated calls - used de-escalation training and techniques to resolve any participant issues.
Child Support Case Manager
Oregon Department of Justice - Division of Child Support
09.2017 - 09.2022
- Consistently current with assigned case work & task assignment
- Managed over 900 individually assigned cases
- Provided mentorship for Case Managers within multiple Child Support offices.
Reception & Scheduling Coordinator
Smile Care / Coast Dental
05.2015 - 10.2015
- Organized front office policy & procedures
- Maintained and managed patient charting
- Ongoing knowledge of ADA coding and insurance benefits
- Verified benefits with insurance companies for variety of services.
Education
Bachelor of Arts - Theatre Arts
California State Polytechnic University (Cal Poly Pomona)
Pomona, CA01.2013
Skills
- Problem-Solving
- Case Management
- Case Documentation
- Organization and Multitasking
- Salesforce Reporting
- Salesforce Dashboards
- Attentive Customer Service
Timeline
Surrogate Coordinator
Northwest Surrogacy Center
09.2022 - Current
Child Support Case Manager
Oregon Department of Justice - Division of Child Support
09.2017 - 09.2022
Child Support Case Manager - Lead
Oregon Department of Justice - Division of Child Support
09.2017 - 09.2022
Receptionist & Scheduling Coordinator
The Oregon Clinic - Plastic Surgery Division
12.2015 - 09.2017
Reception & Scheduling Coordinator
Smile Care / Coast Dental
05.2015 - 10.2015
Assistant Store Manager
Abercrombie & Fitch
05.2014 - 11.2014
Character & Imaging Lead
The Walt Disney Company - Disneyland Resort
09.2010 - 03.2015
Bachelor of Arts - Theatre Arts
California State Polytechnic University (Cal Poly Pomona)
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