Shanna Nordell
Kingsford
Summary
Versatile professional with over 7 years of experience in administrative, customer service, and healthcare environments. Expertise in conflict resolution, digital record-keeping, and onboarding support, combined with a proven ability to optimize processes and enhance patient care. Committed to leveraging leadership skills and a strong advocacy for patients to foster continuous improvement and deliver exceptional service.
Overview
9
9
years of professional experience
Work History
Utility Billing Clerk
City of Iron Mountain
Iron Mountain, MI
10.2024 - Current
- Processed utility billing transactions using BS&A software
- Managed and resolved customer inquiries and billing discrepancies efficiently
- Maintained accurate records of utility accounts and payment histories
- Simplified complex rate structures for customers through clear explanations, leading to better understanding of billed services
- Enhanced communication with utility technicians to ensure organization of both departments
- Resolved customer inquiries through communication and problem-solving techniques
Management Assistant
Department of Veterans Affairs
Green Bay
06.2023 - 09.2024
- Streamline administrative processes, enhancing operational efficiency
- Processes weekly payroll, verifies time off requests, and enters pay rate adjustments
- Assists with new employee onboarding and new account creations
- Responsible for leadership of the Green Bay Records Management Team
- Manages and tracks employee badge creation
Advanced Medical Support Assistant
Department of Veterans Affairs
Green Bay
12.2020 - 06.2023
- Coordinated with multidisciplinary teams to ensure comprehensive care for veterans
- Facilitated smooth communication between patients and healthcare providers
- Developed user-friendly interface for staff and patients
- Optimized appointment scheduling, leading to increased patient throughput and reduced no-show rates
- Implemented follow-up protocols for improved care continuity
Patient Admissions Representative
Bellin
Green Bay
03.2019 - 12.2020
- Streamlined patient admission process, reducing wait times and enhancing overall patient experience at Bellin
- Implemented efficient data entry systems
- Managed complex patient records with precision, ensuring accuracy in insurance verification and demographic information
- Maintained HIPAA compliance
Server/Bartender
Anduzzi's Sports Club
Green Bay
08.2017 - 09.2020
- Delivered exceptional service, managed high-volume orders, and maintained a positive atmosphere
- Developed strong multitasking and communication skills
- Consistently upsold menu items, boosting average check size
- Resolved customer concerns promptly, ensuring high satisfaction and repeat business
- Worked seamlessly with kitchen staff to ensure timely food delivery
- Trained new team members, fostering a supportive work environment
- Maintained accurate cash handling and precise drink mixing
- Ensured compliance with alcohol service regulations and food safety standards
Education
University of Wisconsin-Milwaukee
Milwaukee12-2016
Northeast Wisconsin Technical College
Green Bay05-2024
Skills
- Conflict Resolution
- Time Management
- Customer Service
- Digital Record-Keeping
- Appointment Scheduling
- Onboarding Support
- Patient Communication
- Patient Advocacy
- Training Development
- Payment processing
- Invoice generation
Timeline
Utility Billing Clerk
City of Iron Mountain
10.2024 - Current
Management Assistant
Department of Veterans Affairs
06.2023 - 09.2024
Advanced Medical Support Assistant
Department of Veterans Affairs
12.2020 - 06.2023
Patient Admissions Representative
Bellin
03.2019 - 12.2020
Server/Bartender
Anduzzi's Sports Club
08.2017 - 09.2020
University of Wisconsin-Milwaukee
Northeast Wisconsin Technical College