Marla Miller
Athens,AL
Summary
Resourceful Forms Completion Specialist offering expertise in data entry, procedure timelines/guidelines and exceptional customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Forms Completion Specialist
Sharecare Health and Data Services
04.2023 - Current
- Research and fill 12-18 FMLA/Disability forms per day to meet company productivity goals.
- Familiarity with medical terminology and medical office processes and procedures.
- Communicating effectively and efficiently with the patient care team to ensure accuracy and quality outcomes.
- Excellent time management to improve overall success.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Developed and managed relationships with key clients and partners to drive growth.
- Collected, arranged, and input information into database system.
- Gathered, organized and input information into digital database.
Outbound Customer Service Representative
Sharecare Health and Data Services
07.2022 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Maintained a high level of professionalism while handling difficult or irate customers.
- Streamlined call processes, ensuring efficient use of time and resources for each interaction.
- Collaborated with team members to share best practices and improve overall performance.
- Achieved high levels of customer satisfaction with timely follow-ups on outstanding issues.
- Contributed to team success by consistently meeting or exceeding monthly targets.
- Developed rapport with customers, resulting in increased trust and loyalty towards the company''s products and services.
- Managed multiple tasks simultaneously while maintaining excellent attention to detail.
- Adhered to strict confidentiality guidelines, protecting customer privacy and sensitive data at all times.
- Worked cross-functionally with other departments to resolve complex customer concerns quickly and thoroughly.
- Navigated through various software systems efficiently during calls, ensuring accurate information input and retrieval.
- Displayed empathy towards customers'' needs, creating a positive experience despite challenging circumstances that may have led them to reach out for assistance initially.
- Participated actively in team meetings, contributing valuable insights into ways of enhancing customer service delivery.
- Exceeded quality assurance metrics regularly through diligent adherence to company protocols during interactions with clients.
- Met established attendance expectations and team revenue goals to achieve company objectives.
Front Desk Manager, Sales and Marketing Manager, Desk Clerk & Training Manager
Best Western River City Hotel
11.2019 - 01.2022
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
- Increased repeat business by providing exceptional service and promptly handling guest feedback.
- Developed strong relationships with corporate clients, securing long-term contracts for group bookings.
- Improved staff communication through regular meetings, leading to enhanced teamwork and overall efficiency.
- Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Managed front desk maintenance of client records and lab data.
- Prepared weekly employee work schedules to meet operational needs.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Increased sales revenue by implementing targeted marketing strategies and effective sales techniques.
- Built relationships with customers and community to establish long-term business growth.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
- Maintained a clean and organized front desk area, ensuring a welcoming atmosphere for guests.
- Managed reservations with accuracy, resulting in fewer booking errors and improved guest experiences.
- Efficiently managed phone lines, directing calls to appropriate departments while maintaining a professional demeanor at all times.
- Demonstrated strong multitasking abilities in handling multiple duties simultaneously without sacrificing quality or attention to detail.
Owner/Lead Host
Cute Customs, LLC
05.2011 - 02.2020
- Served a customer group of approx 5000 members, with up and coming, trending parenting must have products
- Demonstrated service and sales excellence within the Co-operative group
- Maintained spreadsheets with orders as well as customer information, shipping zoning as well as postage prediction calculation for all customer orders
- Reported business schedule c and appropriate tax forms and documents in order to remain compliant with business guidelines and tax laws
- Track record of achieving sales results within a competitive environment
- Organized, excellent planning and managerial qualities
- Co-op buyers are in high demand on the latest trending items for mom, baby and family
- We had to bring on secondary hosts to operate sales and deals when Lead had a full sales schedule.
- Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
- Streamlined operations to improve efficiency, enabling more time to be spent on strategic planning and decisionmaking.
- Mentored staff members on best practices in customer service and sales techniques, leading to increased performance levels.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
- Managed day-to-day business operations.
- Evaluated suppliers to maintain cost controls and improve operations.
- Put together realistic budgets based upon costs and fees for successfully operating business.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
Body Piercer, Front Office and Accounts Officer
DreamWorkx
01.2014 - 01.2015
- Maintained client records, above standard quality of care services and sanitation in regards to Alabama Health Department Regulations, and kept up education throughout employment to ensure the latest practices of care were being taught to clients for their piercing/tattoo aftercare
- Assisted clients with selecting unique works of art, completely customized to each person's life or memory that will last their lifetime
- As the Accounts officer, my duties included (but not limited to), customer service and customer relations, payroll (weekly) and tip out for artists (daily), managing finances and accounts payable for the business, I was the point of contact for most of the companies we dealt within a wide spectrum of categories (utilities to professional equipment vendors).
- Enhanced client satisfaction by providing personalized consultations and recommending appropriate body piercings based on individual preferences.
- Ensured a safe and sterile environment for piercing procedures, resulting in zero infection incidents during my tenure.
- Educated clients on proper aftercare techniques, leading to faster healing times and fewer complications.
- Maintained detailed records of each client''s procedure, allowing for accurate tracking of piercing history and improved customer service.
- Developed strong rapport with clients through clear communication and a friendly demeanor, building a loyal customer base.
- Collaborated with other body artists in the studio to create custom designs, broadening our services to attract new clientele.
- Delivered exceptional customer experiences by carefully listening to client needs, upholding strict safety protocols, and demonstrating expert technique.
- Participated in industry conferences and workshops, staying current on best practices and trends within the body piercing community.
- Helped organize promotional events at the studio to increase brand awareness and attract new customers.
- Trained apprentice piercers on proper techniques and safety protocols, fostering a supportive learning environment.
- Conducted routine equipment maintenance checks to ensure optimal performance levels during every procedure.
- Managed appointment scheduling efficiently while accommodating walk-ins when possible to maximize daily revenue generation.
- Monitored inventory levels of supplies such as needles, gloves, disinfectants, ensuring that we never ran out during peak hours or busy seasons.
- Collaborated with colleagues on cross-promotion initiatives between tattooing and body piercing services for increased business growth opportunities.
- Implemented creative marketing strategies to increase brand awareness on social media platforms, attracting new customers.
- Established a welcoming atmosphere within the studio by keeping it clean, organized, and displaying our portfolio proudly.
- Sought feedback from clients after their piercing experience, allowing us to continuously improve upon our services and maintain high levels of customer satisfaction.
- Provided emotional support and companionship to clients.
- Participated in team meetings and staff training sessions.
- Provided staff coaching, mentoring, and consultation to enhance performance and professional development.
- Maintained accurate financial records, contributing to company growth by enabling informed decisionmaking.
ICD-9 DMEPOS Billing Manager
Westside Jiffy Pharmacy
01.2013 - 01.2014
- Maintained patient records, billing and accounts receivable for insurance billing to Medicare Part B beneficiaries and other Third Party Insurance
- Privacy Officer for maintaining the integrity of the pharmacy with respect to HIPAA laws
- Assisted customers in obtaining all required information to assist with insurance billing for medically necessary durable medical equipment
- Pharmacy Technician - ability to inventory and dispense all prescription/controlled drugs within the pharmacy under the direct supervision of a licensed pharmacist
- Maintains confidentiality, security and standards of ethics with all information
- Performs quality checks on all work to assure accuracy of the release, confidentiality and proper invoicing
- Provide outstanding customer service to patients
- Trained new hire employees as well as my replacement when I moved on from this position.
- Boosted team productivity through effective delegation of tasks, setting performance targets, and providing constructive feedback.
- Streamlined communication with clients by establishing clear expectations for payment terms and resolving disputes promptly.
- Developed comprehensive training materials for new hires to quickly acclimate them to company procedures and software systems.
- Reviewed billing problems, researched issues, and resolved concerns.
- Worked with customers to develop payment plans and bring accounts current.
- Trained and mentored staff on procedures, compliance requirements, and collections techniques.
Team Support Specialist
DirecTv, Inc.
10.2007 - 03.2010
- Enhanced team efficiency by streamlining communication and implementing effective collaboration tools.
- Provided comprehensive support for team members, resulting in improved performance and increased productivity.
- Developed and maintained detailed documentation for team processes, contributing to more efficient operations.
- Conducted regular training sessions for new employees to facilitate seamless integration into the team.
- Addressed potential issues proactively, resolving conflicts within the team before they escalated.
- Organized resources and materials needed for various projects, enabling teams to work efficiently and effectively.
- Improved overall team satisfaction by fostering a positive work environment through open communication channels and employee recognition programs.
- Maintained up-to-date knowledge on industry trends, sharing relevant insights with colleagues to help inform decision-making processes.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Monitored systems in operation and quickly troubleshot errors.
- Assisted with updating technical support best practices for use by team.
Education
Bachelor of Science, Elementary Education -
Athens State University
05.2014
Bachelor of Science, Elementary Education -
Calhoun Community College
07.2011
General Education -
West Limestone High School
05.2000
Skills
- Team Training
- Daily Reporting
- Delegating Work Assignments
- Team Building and Supervision
- Customer Relations
- Organizational skills
- Critical thinking
- Time management
- Data Entry Proficiency
- Telephone Etiquette
- Excellent Communication
- Performance Metrics
- Attention to Detail
- Computer proficiency
- Coaching and Mentoring
- Management Collaboration
- Expert in SmartSheet
- Process improvement
- Adaptability
Professional Development
- APTTP Score - Passing Score in all areas
- Praxis II: Content Knowledge Score 180
- Praxis II: Teaching Reading Score 190
- Praxis II: PLT Score - 160
- ARI Training - Completed January 30 - February 1, 2013
- AMSTI Training
Certification
Class B State of Alabama Elementary Education - Highly Qualified Teacher
Activities
- Kappa Delta Pi - Honor Society
- Dean's List
- President's List
- ASU Ambassadors
- Girl Scouts of America - Assistant Troop Leader
References
Available upon request
Affiliations
- Sublimation
- Resin Art
- Graphic Design
References
References available upon request.
Timeline
Forms Completion Specialist
Sharecare Health and Data Services
04.2023 - Current
Outbound Customer Service Representative
Sharecare Health and Data Services
07.2022 - Current
Front Desk Manager, Sales and Marketing Manager, Desk Clerk & Training Manager
Best Western River City Hotel
11.2019 - 01.2022
Body Piercer, Front Office and Accounts Officer
DreamWorkx
01.2014 - 01.2015
ICD-9 DMEPOS Billing Manager
Westside Jiffy Pharmacy
01.2013 - 01.2014
Owner/Lead Host
Cute Customs, LLC
05.2011 - 02.2020
Team Support Specialist
DirecTv, Inc.
10.2007 - 03.2010
Bachelor of Science, Elementary Education -
Athens State University
Bachelor of Science, Elementary Education -
Calhoun Community College
General Education -
West Limestone High School