Montana Kingsley
Franklinton,US
Summary
Administrative Assistant with over 6 years of experience specializing in client relations, medical office management, and efficient documentation handling, customer service and billing processes. Proficient in troubleshooting, live chat, and help desk support, with a strong background in inventory management and compliance with HIPAA standards. Demonstrates a keen ability to enhance organizational procedures, improve team training, and streamline client onboarding processes, ensuring high accuracy and client satisfaction.
Overview
5
5
years of professional experience
Work History
Customer Concierge
Mako Medical Laboratories
09.2023 - 04.2024
- Managed client accounts strategically for enhanced relationships
- Optimized client onboarding process, boosting efficiency
- Implemented robust email and call support, improving client satisfaction
- Streamlined medical record requests, increasing response speed
- Increased client retention by developing personalized engagement strategies
- Reduced document processing times through workflow improvements
- Provided comprehensive training to new staff, enhancing team capability
- Maintained accuracy in medical records management, ensuring compliance.
Customer Service Supervisor
Food Lion
02.2023 - 09.2023
- Enhanced customer experience through efficient service desk management
- Ensured accurate cash handling and lottery management
- Streamlined front-end operations to magnify customer satisfaction.
- Increased team efficiency through effective training and leadership.
- Analyzed customer feedback to refine service strategies.
- Optimized checkout processes, enhancing transaction speed and accuracy.
Technical/Billing Representative
Charter Communications
06.2021 - 06.2022
- Cross collaborate with team members to research any disputes in billing statements.
- Communicated with customers via chat based systems to handle billing inquiries..
- Reconcile accounts as needed.
- Documented all customer interactions to ensure proper service and customer satisfaction was maintained for any future inquiries.
- Troubleshooted Wi-Fi routers, modems and cable boxes
- Managed high volume inbound/outbound calls while maintaining exceptional customer service and service quality while troubleshooting devices.
- Submitted tickets for additional repairs, exchanges and/or technician requests
- Followed step-by-step troubleshooting trees to ensure proper steps were taken before hands on technician services were requested.
- Upselling, downgrading as well as retention based calls/chats.
Tech Support Specialist
Conduent
11.2018 - 04.2021
- Expertly provided technical support for Apple products, ensuring high customer satisfaction
- Streamlined call processes for efficiency
- Implemented troubleshooting protocols that expedited call resolution times
- Enhanced user satisfaction by developing empathetic interactions during support calls
- Pioneered new problem-solving methods that decreased resolution times significantly
- Ensured meticulous support for Apple and SilverScript, improving service quality
- Optimized user interface for enhanced Apple product support, reducing user effort
- Boosted team productivity by refining technical support workflows
- Introduced advanced diagnostic tools, setting new standards in tech support.
Education
High school diploma -
Franklinton High School
Franklinton, NC06.2016
Skills
- Help Desk (Expert)
- Live Chat (Expert)
- Technical Support (Expert)
- Troubleshooting (Experienced)
- Medical terminology (Experienced)
- Medical office experience (Experienced)
- Microsoft Powerpoint (Expert)
- Organizational skills (Expert)
- Administrative experience (Expert)
- Medical records (Expert)
- Health information management (Experienced)
- EMR systems (Some experience)
- Laboratory procedures (Expert)
- Laboratory techniques (Expert)
- Microsoft Word (Expert)
- Conflict management (Experienced)
- Inventory management (Experienced)
- Network Support (Experienced)
- HIPAA (Expert)
- Billing (Expert)
Additional Information
Food Handler Certification, IAPDA Certified Debt Specialist, Abigail Garcia, Mako Medical Supervisor, +1 (919) 353-8059, Aleah Flowers, Talent Acquisition Recruiter, aflowers3@wcpss.net, 919-694-8337
Personal Information
Title: Administrative Assistant
References
Abigail Garcia
Mako Medical Supervisor
+1 (919) 353-8059
Aleah Flowers
Talent Acquisition Recruiter
aflowers3@wcpss.net
+1 (919) 694-8337
Timeline
Customer Concierge
Mako Medical Laboratories
09.2023 - 04.2024
Customer Service Supervisor
Food Lion
02.2023 - 09.2023
Technical/Billing Representative
Charter Communications
06.2021 - 06.2022
Tech Support Specialist
Conduent
11.2018 - 04.2021
High school diploma -
Franklinton High School