Kendra Bobo
Belvidere,IL
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
22
22
years of professional experience
Work History
Health Care Aide
Community Care Systeme
03.2020 - 07.2022
- Assisted patients with therapy exercises as specified by care team.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome and adapt to mobility restrictions.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Completed dusting, washing dishes, laundry and vacuuming for patients.
- Maintained clean, safe and well-organized patient environment.
- Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Checked patient vitals such as temperature, blood pressure and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Participated in fun group activities with patients to boost mood, improve overall memory and provide light entertainment.
Certification Specialist
AHIMA
03.2016 - 03.2020
- Communicated with internal and external individuals to acquire information concerning certifications.
- Compiled data from various sources to prepare certifications.
- Navigated documentation to identify qualifications.
- Received, reviewed and evaluated various documents for certifications.
- Interpreted requirements and reviewed projects to assess compliance.
- Completed field checks to verify licenses and permits for various business.
- Collected detailed notes on investigations and other communication to adhere to legal requirements and enhance recordkeeping.
- Entered into record-keeping systems appropriate data needed to create new records or update existing ones.
- Warned violators of infractions or penalties.
- Collected payment from customers, provided documentation and changed accounts to reflect current statuses.
- Managed quality programs to reduce overdue compliance activities.
- Confirmed data and licensing information through investigations and notified violators of required changes to bring operations into compliance.
- Technical testing for new processed.
- Supported Certification Director, team members and other departments with technical support.
- Worked close with IT to assist in developing new processes.
- Composed SOP's (Standard Operating Procedures).
Vlab Help Desk/IHIT Support/Trainer
Customer, Smart Resources, AHIMA
03.2014 - 03.2016
- Customer service, Promote benefits, Educate customers on Prior Approval, Write SOP, Special projects,
- Process exam applications, Applying Redemption/Coupon Codes, Create and update customer accounts, Process refunds and cancellations, Up sell, Place orders and process payments, Assist with coaching/point person, VLab technical support, Troubleshooting software issues, Enrolled students in Vlab, Login assistance, Set up IHIT products, IHIT Technical support, Reinstate Credentials, Fraud detection, Training new employees.
- Taught new team members correct procedures for all areas of operations.
- Set positive example for team members by providing high-quality, efficient service.
- Maintained current knowledge of all team position requirements.
- Identified team weak points and implemented corrective actions to resolve concerns.
- Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
Team Lead Customer Service Call Center/Receptionist
Fanatics Inc
05.2009 - 12.2013
- Quality Assurance, Monitoring CSR's calls, Providing CSR's with training on how to handle calls, Live
- Chat and emails, Answering escalated and De-escalating calls, Taking attendance, Greeting employees and guests, Entering customer's information using various software, Documenting customer's requests,
- Problem solving, Advising customers on company policies, Communicating with customers via phone, email and live chats, Following up with customers.
- Responded to team support questions quickly to maintain call center efficiency.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Resolved concerns with products or services to help with retention and drive sales.
Data Processor
Ocius LLC
09.2008 - 05.2009
- Importing data using various software, Writing queries, Making changes in tables, Customer service,
- Phone support, Creating Access files, Zipping and up zipping files, Prioritizing and managing daily work load.
- Located and corrected data errors
- Sorted and processed incoming reports before putting data into processing software
- Answered data questions for company leaders as subject matter expert to enhance decision making
- Verified accuracy of data before transcribing
- Evaluated source documents to locate needed information
Help Desk Call Center/Systems Support Analyst
Walgreens
07.2000 - 09.2008
- Providing Customer Service and support, Updating live web site, Assisting in employee training,
- Enforcing HIPPA laws, Receiving and placing calls in call center, Following up with customers, Quality
- Assurance, Identifying problems, Recording symptoms and status information via ticketing system,
- Troubleshooting Software and Hardware issues, Resolving issues.
- Used remote access software for connectivity purposes.
- Provided technical support for computer-related problems through email, telephone and hands-on support.
- Helped streamline repair processes and update procedures for support action consistency.
Education
A+ Certification
Austin Career Center
Chicago, IL06.1999
Skills
- Reading Comprehension
- Compliance Reporting
- Critical Thinking
- Audit Coordination
- Quality Assurance Standards
- License Verification
- Information Updates
- Complex Problem-Solving
- Diagnostic Evaluation
- Active Learning
- Database Entry
- Data Review
- Time Management
- Developing Protocols
- System Updates
- Leadership Techniques
- Relationship Management
- SOP Development
Timeline
Health Care Aide
Community Care Systeme
03.2020 - 07.2022
Certification Specialist
AHIMA
03.2016 - 03.2020
Vlab Help Desk/IHIT Support/Trainer
Customer, Smart Resources, AHIMA
03.2014 - 03.2016
Team Lead Customer Service Call Center/Receptionist
Fanatics Inc
05.2009 - 12.2013
Data Processor
Ocius LLC
09.2008 - 05.2009
Help Desk Call Center/Systems Support Analyst
Walgreens
07.2000 - 09.2008
A+ Certification
Austin Career Center
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