Mischala Ellison
Douglasville,GA
Summary
Experienced team and employee developer with a proven track record in supervision. Proficient in organizing charts, preparing patient rooms, and supporting doctors through vital collection and office administration. Embrace a customer-centric philosophy and train employees to adopt the same mindset, resulting in exceptional customer feedback and service experiences. Implement innovative cost-cutting strategies while effectively managing inventory levels. Skilled in performing administrative tasks that optimize company operations and enhance productivity. Provide technical assistance and support for computer systems, software, and hardware inquiries. Meticulous data entry specialist with over 10 years of experience maintaining large datasets and entering information with precision and efficiency. Committed to efficiently organizing data and analyzing trends for use in reports and publications. Collaborative team member focused on effective collaboration and accurate project execution.
Overview
12
12
years of professional experience
Work History
Data Entry Specialist
Iron Mountain
10.2021 - 01.2024
- Accurately process customer information and ensure completion within timed deadlines
- ZenDesk Ticket System
- Facilitate auditing of customer generated file listings against box contents
- Interface and co-ordinate with operations, customer services and account management
- Escalate any serious operational issues immediately to the Data Entry Team Leader
- Ensure compliance with Health and Safety (including Fire and First Aid) & ISO standards, as well as IM policies and procedures
- Responsible for processing client information from transmittal sheets and boxes and inputting data onto SKP or DCS
- Use the system to verify customer records
- Set up DCS screens
- Transmit data to customers
- Research and resolve system data issues
- Input a large volume of data onto the system accurately, meticulous attention to detail and ensuring that everything is input in a timely manner.
- Inbound and Outbound calling ,50+ daily calls
Customer Success Specialist (Remote)
AIA CONTRACTS ACD
09.2023 - 09.2023
- Provide courteous and professional customer service in responding to both e-mail, phone and chat requests for technical assistance from end users of the AIA Contract Document Software.
- Provide recommendations to increase software functionality through troubleshooting issues.
- Achieve and retain expertise with all AIA Contract Documents software platforms. (ACD5 and Documents on Demand)
- Develop expert proficiency in the operation of specific AIA business systems or processes needed in the call center. ACD processes may also include Sales, Incident Management, purchasing invoicing, refunds, and moving of licenses.
- Provide recommendation to the ACD Management Team on call volume reduction strategy.
- Research and document users issues and submit findings for review for inclusion in knowledge base on Zen Desk ticketing System .This may include issues that deal with: Internet browsers, Operating systems, Microsoft Office, Networking, Third Party software
- Ensure each reported problem is documented and resolved in a timely manner, tracked according to standards, and / or escalated / re-assigned as appropriate.
- Answer general questions and provides training to end users on software functionality.
- Continuously build on application knowledge through training, research and testing.
- Provide feedback on new and emerging computer products and technologies and how they relate to AIA Contract Document software through knowledge obtained from customer interactions and software/hardware testing.
- Work independently and as a team member to research relevant issues and continue contact with the client until all issues have been resolved.
- Make outbound calls as needed.
Helpdesk Support Technician
McKesson
01.2018 - 03.2019
- Responsible for screening, referring & diagnosing internal or external inquiries & work requests to support the organization's internal & external users of computer software applications & hardware
- Receives telephone calls, e-mails and/or web tickets from users having problems using computer software & hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems
- Expertise in a wide variety of software, hardware & PC operating systems, & proficiency in other tools/products -Expertise in a specific area of knowledge
- In the business of better health we touch the lives of patients in virtually every aspect of healthcare
- We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting
- Collaborate on products and solutions that help carry out our mission to improve lives and advance healthcare.
Helpdesk Support Technician
Home Depot
11.2015 - 01.2018
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Configuration, troubleshooting of desktop/laptop hardware and software (Various operating systems (Linux, Mac OS, and Windows)
- Run diagnostic programs to resolve problems
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
- Install computer peripherals for users
- Follow up with customers to ensure issue has been resolved
- Gain feedback from customers about computer usage
- Run reports to determine malfunctions that continue to occur
- Ability to maintain positive and professional attitude within Help Desk and with clients always
- Consistently punctual and reliable
- Demonstrate and communicate a tenacious commitment to resolving the issue through attentiveness and patience
- Ability to maintain positive and professional attitude within Help Desk and with clients always
- Evaluate 200-500 calls per day, servicing over 2,200 store throughout U.S, Canada and Mexico.
Sales Specialist
Sprint Wireless
09.2015 - 01.2017
- Excellent customer service skills, self-motivated with a strong ability to drive sales
- Proven track record in meeting and exceeding goals of selling electronics, wireless, or other technology
- Uses Intermediate knowledge of the Microsoft Office Suite, Internet/websites, general computer knowledge, and other technology based products to service customers
- Experience selling to multiple buying influences and multitasking is a key component of this opportunity
- Communicate with customers verbally and written
- Ability to sell to technical users and business constituents.
Front Office Manager/ Medical assistant
All Clinical Lab
02.2013 - 09.2015
- Responsible for financial transaction collecting patients copayments and put in a secured place
- Responsible for maintaining a pleasant and consistent flow in the daily operation of clinic
- Effectively handled all task related to claims and financial submission
- Support and contribute to the mission, vision, and values of the company
- Monitored record keeping and filing systems as well as maintaining office supply inventory
- Ensure compliance with current healthcare regulations, medical laws and ethics
- Monitor and evaluate staff performance
- Maintain and sterilize the medical equipment and instruments used to conduct tests
- Record and Assemble each patient Vital.
Medical Assistant/ Front Desk Receptionist
Psychiatric Association of South Atlanta
05.2012 - 03.2014
- Assist mentally impaired or emotionally disturbed patients, working under direction of nursing and medical staff
- Assist with daily living activities, lead patients in educational and recreational activities, or accompany patients to and from examinations and treatments
- Assess physical conditions of patients to aid in diagnosis or treatment
- Collect biological specimens from patients
- Give medications or immunizations
- Restrain violent patients
- Record and maintain patient information, such as vital signs, eating habits, behavior, progress notes, treatments, or discharge plans
- Complete physical checks and monitor patients to detect unusual or harmful behavior and report observations to professional staff
- Work as part of a team that includes psychiatrists, psychologists, psychiatric nurses, or social workers.
Education
Information Technology
Atlanta Metropolitan State College
Atlanta, GA05.2015
Associate Degree In Nursing - Medical Assisting
Everest Institute
Atlanta, GA05.2013
Skills
- Vital signs measurement
- Injections
- Cardiopulmonary Resuscitation (CPR)
- Electrocardiogram (EKG)
- Phlebotomy
- Patient preparation
- ECW
- Medical terminology
- Sales Promotion
- Training & Development
- Customer Satisfaction
- IT Helpdesk
- Zendesk ticketing system
- Salesforce
- Citrix technology
- VPN SSL-RAS
- Strong oral and written communication skills, to include reading, writing, speaking, and understanding English
- Remote desktop support
- Staff Management
- Minimizing Waste
- Team Building
- Employee & Labor Laws
- Duty Management
- Complex LAN/WAN environments
- Encryption technologies (Bitlocker, Symantic and more)
- Knowledge of Apple OS/Hardware
- User Support
- Network diagnostics
- Customer Response
- Product or Service support
- Customer service excellence
- Ticket management
- Appointment Scheduling
- Live chat support
- Complaint Handling
- Referral Coordination
- Customer Relationship Management (CRM)
- Call center experience
- Payment Processing
- Quality Assurance
- Technical Troubleshooting
- SLA
- Sales Support
- Online Chat Support
- Incoming Call Management
- Data Recovery
- Remote Technical Support
- Organizational Skills
- Software diagnosis
- Hardware and Software Configuration
- Team Collaboration
- A Certification
- Relationship Building
- Teamwork and Collaboration
- Professionalism
- Team Leadership
- Multi-line telephone operation
- Caseload Management
- Data entry proficiency
Educationcertification
- Everest Institute, Atlanta, GA, Medical Assistant Diploma, 05/2013
- Atlanta Metropolitan State College, Atlanta, GA, Information Technology Associates Degree, 05/2015
- CompTIA, CompTIA A+ Certification, 12/2015
Timeline
Customer Success Specialist (Remote)
AIA CONTRACTS ACD
09.2023 - 09.2023
Data Entry Specialist
Iron Mountain
10.2021 - 01.2024
Helpdesk Support Technician
McKesson
01.2018 - 03.2019
Helpdesk Support Technician
Home Depot
11.2015 - 01.2018
Sales Specialist
Sprint Wireless
09.2015 - 01.2017
Front Office Manager/ Medical assistant
All Clinical Lab
02.2013 - 09.2015
Medical Assistant/ Front Desk Receptionist
Psychiatric Association of South Atlanta
05.2012 - 03.2014
Information Technology
Atlanta Metropolitan State College
Associate Degree In Nursing - Medical Assisting
Everest Institute