Lisa Chappelow
Sparks
Summary
Dynamic customer service professional with a proven track record at excelling in conflict resolution and relationship building. Adept at enhancing customer loyalty through empathetic complaint handling and critical thinking. Skilled in data entry and maintaining compliance, ensuring operational excellence and satisfaction in high-pressure environments.
I attempted retirement, however, I love staying busy and I am always seeking a challenege.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
ISleep, LLC
05.2024 - 05.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Medical Records Clerk
QUALX
05.2023 - 05.2024
- Ensured HIPAA compliance by adhering to strict confidentiality guidelines when handling sensitive patient information.
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Processed medical records requests from outside providers according to facility, state, and federal law.
- Scanned medical records in digital format for easy retrieval and accessibility.
Branch Office Coordinator
Apria Healthcare
01.2022 - 05.2023
- Took inbound customer calls
- Scheduled patient appointments
- Assisted Clinician with various tasks
- Monitored front areas so that questions could be promptly addressed.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Performed data entry, filing, copying, and faxing.
Licensed Nursing Home Administrator
Independently Employed
01.2007 - 12.2020
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations.
- Managed financial performance, ensuring budget compliance and maximizing revenue generation through accurate billing and reimbursement practices.
- I specialized in turning poor performing facilities into 4-5 star facilities.
Education
Social Work
Indiana University
IN05-1996
No Degree -
US Air Force
Kokomo, IN05-1991
State Trooper - Law
Indiana Law Enforcement Academy
Indianapolis, IN03-1984
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Relationship building
- Problem resolution
- Customer relations
- Conflict resolution
- Complaint handling
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
Timeline
Customer Service Representative
ISleep, LLC
05.2024 - 05.2025
Medical Records Clerk
QUALX
05.2023 - 05.2024
Branch Office Coordinator
Apria Healthcare
01.2022 - 05.2023
Licensed Nursing Home Administrator
Independently Employed
01.2007 - 12.2020
Social Work
Indiana University
No Degree -
US Air Force
State Trooper - Law
Indiana Law Enforcement Academy
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