Roshell Miller
Birmingham,Alabama
Summary
Analytical professional skilled in remote communication and customer service. Demonstrated capability in operating multi-line switchboards and managing high call volumes while maintaining professionalism under pressure. Committed to continuous learning and contributing to team success while seeking opportunities for growth.
Overview
1
1
Certification
6
6
years of professional experience
Work History
Switchboard Operator/Customer Service
Birmingham Veterans Administration Medical Center
Birmingham, AL
12.2024 - Current
- Acted as first point of contact for callers, handling inquiries, taking messages, and paging staff while performing additional administrative tasks.
- Managed incoming and outgoing calls for hospital, directing them to appropriate individuals or departments to ensure smooth communication.
- Responded to codes and alarms throughout the hospital, ensuring timely notification of emergency situations. throughout the hospital.
Adjudicator
Maryland Division of Labor
Remote
12.2021 - 07.2023
- Presided over unemployment hearings between employees and employers, determining eligibility for unemployment benefits and ensuring fair resolution.
- Gathered documentation, investigated, and reviewed claimant employment history, collaborating with employers, union officials, and state agencies to establish eligibility.
- Evaluated unemployment claims to determine eligibility based on state regulations and guidelines.
- Conducted thorough investigations of disputed claims, ensuring adherence to legal standards.
- Communicated effectively with claimants, providing clear explanations of adjudication processes and decisions.
Unemployment Claims Specialist/ Customer Service Agent
Maryland Division of Labor
Remote
09.2021 - 12.2021
- Handled high volume of inbound calls from unemployment applicants, provided chat support, followed scripts, and processed claims efficiently.
- Facilitated outbound calls to provide claim information and support to applicants.
- Documented all encounters in clear and concise logs.
- Analyzed customer feedback to identify insights and trends. into customer needs and trends to enhance customer satisfaction and loyalty.
- Maintained compliance with performance metrics consistently. individual performance standards/metrics.
Real Estate Brokerage Compliance Specialist
Lake Homes Realty
Birmingham, AL
09.2020 - 07.2021
- Real estate contract review for compliance and accuracy. Data entry using data from real estate contracts.
- Prepared and organized real estate closing packages for transactions, facilitating timely and accurate processing.
- Supported real estate agents by providing comprehensive brokerage assistance in the field.
- Assisted real estate title insurance staff with various tasks.
- Coordinated activities with in-house support staff and bookkeepers to ensure seamless operations.
- Attention to detail, and comfortable with technology, including digital forms, scanned document management, and accurate data entry.
- Comfortable following detailed and documented processes.
- Focused on accuracy in fine details, able to present a history of consistency and success working in an orderly and systematic way.
- Comfortable focusing for long periods of time.
Education
Associates of Science - Medical Office Administration
Virginia College
Birmingham, AL01-2010
Associate of Applied Science - Legal Assistant
Virginia College
Birmingham, AL01-2002
Diploma - High school diploma or GED
Phillips High School
Birmingham, AL01-1993
Skills
- Multi-line phone system
- Customer service Management
- Customer Interaction
- Call Log Management
- Administrative support
- Clerical support experience
- Office Management
- Document management systems
- Data Entry
- Microsoft Office
- Client assistance
- Microsoft Excel
- Microsoft 365
- Google Docs
- Slack
- Financial Record Keeping
- Data management
- Troubleshooting
- EHR systems
- EMR Systems
- Medical terminology
- Legal terminology
- Processing legal documents
- Documentation review
- Analysis skills
- High-Pressure Situations
- Organizational Skills
- Time management
- Typing
- Remote work
- Service Coordination
- Customer service excellence
- Client assistance
- Customer Interaction
- Conflict management
- Cash handling
- Retail sales
- Hospitality Experience
- Guest services
- Hospital Experience
- Epic
- Cashier
- Quality Assurance
- Secondary Team Lead Support
- Computer literacy
- Computer literate
- Retail sales
- Quality Assurance
- EMR Systems
- Vital Signs
- Computer literate
- Secondary Team Lead Support
- Customer service excellence
- Time management
- Client assistance
- Customer service
Certification
- Driver's License
- CPR Certification
- AED Certification
Languages
English
Timeline
Switchboard Operator/Customer Service
Birmingham Veterans Administration Medical Center
12.2024 - Current
Adjudicator
Maryland Division of Labor
12.2021 - 07.2023
Unemployment Claims Specialist/ Customer Service Agent
Maryland Division of Labor
09.2021 - 12.2021
Real Estate Brokerage Compliance Specialist
Lake Homes Realty
09.2020 - 07.2021
Diploma - High school diploma or GED
Phillips High School
Associate of Applied Science - Legal Assistant
Virginia College
Associates of Science - Medical Office Administration
Virginia College