Paulanisha Edgerton-Daughtry

Detail-oriented, performance-focused professional seeks a Medical Office Assistant position to support physicians and nurses in facilitating superior patient care. Offers 5+ years' experience in patient-direct care, customer service, billing and office administration.

• AT&T
• Assistant Manager
• 98% Resolution rate of escalated inbound customer complaints
• Increased revenue 47% implementing successful sales/marketing strategies
• Researched, analyzed and resolved complaints and billing errors
• Accelerated retention providing exceptional customer experiences
• Maximized team productivity via performance assessment and feedback
• Co-managed over 25 employees and ensured procedural compliance
• Facilitated the onboarding and training of new hires
• Implemented effective system to enhance/repair technological issues
• Specialized in de-escalating difficult situations utilizing strategic negotiation and problem-solving skills
• Customer Service Representative
• Quickly earned promotion to Assistant Manager consistently demonstrating high performance
• Managed billing, collections and negotiated payment arrangements
• Handled incoming inquiries and successfully recruited new customers
• De-escalated customer complaint calls exercising efficient resolution
• Transformed “difficult” consumers into loyal customers
• Processed credit checks on new orders for TV and Internet service
• Streamlined processes and established new protocols
• Carolina Rehabilitation Center of Cumberland
• Certified Nursing Assistant
• Delivered high-quality nursing care for rehab and long-term patients
• Assisted medical staff with all aspects of patient-direct care: bathing, feeding, dressing and administering medication
• Maintained general precautionary measures and patient dignity
• Bethesda Health
• Nurse Aide 1
• Exceled in teamwork, reliability, customer care and communications
• Demonstrated ability to learn terminology and procedures quickly
• Performed administrative duties: answering calls, entering electronic data
• Effectively communicated caregiver treatment recommendations to nurses
• Sanitized patient rooms, restocked supplies, changed linens
• Provided personal care in accordance with resident care policies
• Learned HIPPA Laws & Privacy Regulations
• MJ Soffe Apparel
• Inventory Specialist
• Exceled in training new hires in performance efficiency and organization
• Leveraged product knowledge and retail manufacturing skills
• Facilitated receiving inventory, unloading and restocking apparel
• Uploaded data entry into electronic inventory system
• Sykes (An AT&T Subsidiary)
• Distinguished in customer service mastery and retention
• Provided superior service; honed top performance accolades
• Responded to incoming calls and resolved billing discrepancies
• Trained staff in call de-escalation and quality customer care
• Recognized for unsolicited scheduling recommendations that resulted in a 75% reduction in staff turnover and absenteeism
• Developed patient-care plans and communicated options to patients
• Exercised best practices and confidentiality when interviewing patients about medical history and symptoms
• Examined patients for bruises; treated wounds and ensured comfort
• Collaborated with physicians and nursing staff to perform diagnostic procedures i.e. check vital signs, obtain specimens, etc.