Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Lindsey Bennett

DAYTONA BEACH,FL

Summary

Results-driven quality assurance specialist with a proven track record at Agero, focused on enhancing customer satisfaction through streamlined processes. Expertise in curriculum development and instructional support has led to marked improvements in learning outcomes. Recognized for strong communication skills and dedication to creating collaborative educational environments while delivering effective call center solutions. Empathy and multitasking abilities enhance customer service delivery in fast-paced settings.

Overview

12
12
years of professional experience

Work History

Instructor

Agero
01.2021 - Current
  • Tracked student progress, frequently checking in with struggling students, and identifying root causes of problems.
  • Optimized learning plans based on student performance and feedback.
  • Initiated new learning methods, eliminating instructional gaps, and improving comprehension.
  • Improved student performance by defining clear goals and communicating performance metrics.
  • Promoted classroom safety, collaboration, and best practices.
  • Evaluated and revised lesson plans and course content to achieve student-centered learning.
  • Increased student participation via engaging lectures and assignments.
  • Observed and evaluated students' work to determine progress, provide feedback, and make suggestions for improvement.
  • Supervised and monitored students' use of tools and equipment.
  • Connected instruction to real-world experiences and to students' post-secondary goals.
  • Provided instructional handouts, texts, audiovisual aids, and other materials to facilitate learning.
  • Skilled at working independently and collaboratively in a team environment.

Customer Service Representative

Agero
01.2015 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
  • Responded to high volume of customer inquiries efficiently.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs, and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs, or wants.
  • Clarified customer issues, and determined the root cause of problems to resolve product or service complaints.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services, and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time, and productivity.
  • Maintained up-to-date knowledge of products and services changes.
  • Responded proactively and positively to rapid change.
  • Developed highly empathetic client relationships, and earned a reputation for exceeding service standard goals.
  • Cross-trained and provided backup support for organizational leadership.
  • Promoted a superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Quality Assurance Specialist/Subject Matter Expert

Agero
01.2016 - 08.2023
  • Documented inspection findings and worked alongside the quality team to introduce corrective measures.
  • Developed and coached teams on quality assurance standards, ensuring adherence to established protocols.
  • Analyzed quality and performance data to support operational decision-making.
  • Implemented process improvements to increase productivity in quality assurance operations.
  • Fixed identified issues to improve workflows.
  • Offered constructive and objective feedback, enabling team members to excel.
  • Updated team leaders on quality metrics through communication of consistency issues.
  • Fixed identified issues to increase productivity and boost workflows.
  • Updated inspection journals and daily summary logs with quality-related data.
  • Facilitated collaboration between quality control, various departments, and contractors.

Medical Assistant

Advanced Womens Health
02.2013 - 06.2014
  • Sanitized, restocked, and organized exam rooms and medical equipment.
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • Obtained client medical history, medication information, symptoms, and allergies.
  • Performed medical records management, including filing, organizing, and scanning documents.
  • Collected and documented patient medical information, such as blood pressure and weight.
  • I called and faxed pharmacies to submit prescriptions and refills.
  • Documented vital signs and health history for patients in clinic and hospital environments.
  • Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
  • Verified patient insurance coverage, and collected required co-payments.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Completed EKGs and other tests based on patient presentation in the office.
  • Oriented and trained new staff on proper procedures and policies.
  • Explained procedures to patients to reduce anxieties and increase patient cooperation.
  • Assisted with routine checks and diagnostic testing by collecting and processing specimens.
  • Assisted physicians with minor surgeries, including preparing the operating room and sterilizing instruments.
  • Taught patients about medications, procedures, and care plan instructions.
  • Contacted medical facilities to schedule patients for admission.
  • Kept examination rooms clean, stocked with necessary supplies and prepared for incoming patients.
  • Answered phones, scheduled appointments, greeted patients and ordered supplies.

Education

Associate of Arts -

Daytona State College
Daytona Beach, FL
06.2015

Medical Assistant -

Americare School of Nursing
Altamonte Springs Fl
03.2002

High School Diploma -

Deltona High School
Deltona, FL
05.1998

Skills

  • Reviewing the curriculum
  • Instructional Assistance
  • Behavior modeling
  • Encouraging Educational Atmosphere
  • Curriculum development
  • Learning Skills Development
  • Team teaching and collaboration
  • Microsoft Excel
  • Medical Terminology Knowledge
  • Microsoft PowerPoint
  • Technical Support
  • Production monitoring and assessment
  • Learning skills development
  • Critical thinking development
  • Strong communication skills
  • Training and mentoring
  • Complaint resolution
  • Customer relationship management (CRM)
  • Time management
  • Deadline oriented
  • Customer service
  • Adherence to high customer service standards
  • Product and service solutions
  • Empathy and patience
  • Computer proficiency
  • Call center operations
  • Customer education
  • Problem resolution

References

References available upon request.

Timeline

Instructor

Agero
01.2021 - Current

Quality Assurance Specialist/Subject Matter Expert

Agero
01.2016 - 08.2023

Customer Service Representative

Agero
01.2015 - Current

Medical Assistant

Advanced Womens Health
02.2013 - 06.2014

Associate of Arts -

Daytona State College

Medical Assistant -

Americare School of Nursing

High School Diploma -

Deltona High School

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