Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Brooke Stepherson

Houston,TX

Summary

Well-organized Medical Secretary with demonstrated knowledge of healthcare procedures and administrative operations. Versed in insurance forms, charts and other business correspondence. Detailed understanding of complex office and database systems for maintaining secure patient information.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Call Center Supervisor

UTMB Health
08.2019 - 08.2024
  • Delivered constructive call process feedback.
  • Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Trained and supervised new employees to promote overall team productivity and consistent service.

Front Desk Receptionist

The Lice Place
04.2016 - 03.2019
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Received incoming calls and coordinated with staff to fulfill customer requests.
  • Prepared daily shift close reports and balanced cash register to accurately reflect all transactions.
  • Responded to inquiries and room requests made online, by phone, and via email.
  • Signed for packages, recorded deliveries, and distributed to personnel.

Call Center Supervisor

Kelsey-Seybold
09.2012 - 01.2016
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Delivered constructive call process feedback.

Call Center Sales Representative

Capital One
05.2008 - 07.2012
  • Followed established security and safety procedures and posted orders to include enforcement of company rules, policies, and regulations.
  • Secured personnel and premises by inspecting buildings and patrolling property.
  • Investigated reported incidents to protect company assets.
  • Warned persons of rule infractions or violations and evicted violators from premises.
  • Addressed problems quickly and reported clear information while working under minimal supervision.

Education

Associate of Science - Nursing Administration

Baylor College of Medicine
Houston, TX
12.2024

Skills

  • Quality control
  • Microsoft Office expertise
  • Problem-solving abilities
  • Business development understanding
  • Microsoft Office
  • Call center operations
  • Data entry
  • Customer support
  • High-energy attitude

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Supervised team of 25 staff members.

Certification

  • BCIS - Certified-2020
  • EHS - Environmental Health and Safety Professional
  • Certified Customer Service Trainer, [UTMB] - [2019-2023]

Timeline

Call Center Supervisor

UTMB Health
08.2019 - 08.2024

Front Desk Receptionist

The Lice Place
04.2016 - 03.2019

Call Center Supervisor

Kelsey-Seybold
09.2012 - 01.2016

Call Center Sales Representative

Capital One
05.2008 - 07.2012
  • BCIS - Certified-2020
  • EHS - Environmental Health and Safety Professional
  • Certified Customer Service Trainer, [UTMB] - [2019-2023]

Associate of Science - Nursing Administration

Baylor College of Medicine
Brooke Stepherson