MICHELE HENDERSHOT
Palm Bay,USA
Summary
Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Animal Medical Clinic
Melbourne, FL
01.2020 - 04.2024
- Oversaw incoming calls, emails, pet portal, and clinic app communications to guarantee timely responses.
- Offered informed sub-professional recommendations regarding animal welfare and treatment
- Evaluated appropriate moments for 'client communications' concerning client questions necessitating medical expertise
- Established method for screening calls and routing effectively
- Organized future appointments and same day emergencies while managing pharmacy requests.
- Organized client records and prepared necessary forms prior to appointments
- Finalized essential forms including new client form, patient visit form, client report, consent forms, estimates, and payment agreements while collecting all necessary information.
- Admitted and discharged clients, scheduled follow-up appointments, processed payments, reviewed and updated information on client charts as necessary, and assisted clients in filing insurance claims when required.
- Organized, modified, and coordinated examination appointments, surgeries, dental procedures, and ultrasounds for current, new, and referral clients.
- Logged information, established accounts, and contacted clinics for patient history.
- Gathered lab specimens from pet owners, aligned patient records with samples, and forwarded samples to lab staff.
- Confirmed future appointments and provided information relative to the type of appointment.
- Orchestrated opening tasks including upkeep of lobby and front desk organization, meticulous review and preparation of documents and forms for day, validating supply inventory and setting up equipment and computers for operational readiness
- Executed closing duties including balancing payment methods, cleaning and organizing lobby and front desk area, preparing paperwork for next day, stocking supplies, and ensuring doors are locked and equipment is powered down.
- Performed a variety of clerical duties, including receiving, sorting, distributing mail, sending out mailings, cleaning, organizing the reception area, typing memos, correspondence, reports, and other documents.
- Facilitated supportive, high-quality client care for patients and clients.
- Collaborated effectively with all employees to align actions with hospital, doctor, and practice philosophy
- Fostered an inviting atmosphere for clients and patients
- Earned recognition via 'FISH' cards and Client Service slips from colleagues.
- Had many 'regular' clients, received compliments from clients regularly, and received no client complaints in four years.
- Performed other duties as assigned.
- Proficient in Cornerstone, Card Works and Ally.
Mitigation Coordinator
Armstrong's Restoration DKI
Malabar, FL
08.2020 - 12.2020
- Answered and directed all inbound calls.
- Processed intake information for inspection requests.
- Scheduled estimators and technicians.
- Maintained spreadsheets as well as paper and digital files.
- Tracked and invoiced mitigation projects.
- Established and maintained internal communications with other departments as well as external communications with customers and insurance adjusters.
Customer Service Supervisor
Hampton by Hilton Melbourne/Viera
Melbourne/Viera, Florida
10.2017 - 08.2020
- Developed and mentored team members to provide hospitable, professional and exceptional customer service.
- Achieved commendations through Medallia surveys and management recognition for providing top-quality customer service.
- Responded to Medallia surveys as well as customer feedback and inquiries both online and in person and followed up to improve guest relations.
- Prepared deposits and statistical reports.
- Assisted the sales department with groups and meetings.
- Assisted with and performed all duties of daily operations such as guest check in, check out and reservations.
- Increased customer service ratings by providing personal guest services for special occasions and recommending local attractions and activities.
- Proficient in OnQ, R&I and GRO.
Skills
- Client relations
- Money handling
- Verbal communication
- Written communication
- Multi-tasking
- Fast-paced environment
- Detail-oriented
- Time management
- Adaptability and flexibility
- Critical thinking
References
References available upon request.
Timeline
Mitigation Coordinator
Armstrong's Restoration DKI
08.2020 - 12.2020
Customer Service Representative
Animal Medical Clinic
01.2020 - 04.2024
Customer Service Supervisor
Hampton by Hilton Melbourne/Viera
10.2017 - 08.2020
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