Shelley Gross
Monticello
Summary
Dynamic and results-driven professional with extensive experience at Senture Connect, excelling in high-volume call centers. Proven expertise in CRM software and customer service, achieving reduced call wait times and enhancing customer satisfaction through active listening and effective call handling techniques. Committed to delivering exceptional service and optimizing performance metrics.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Inbound Call Center Representative Work From Home
Senture Connect
11.2024 - Current
- Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Utilized CRM systems effectively to log customer interactions accurately for future reference or follow-up actions.
Senior Caregiver
Lake Cumberland Area Development District
06.2022 - 09.2024
- Maintained clean, safe, and well-organized patient environment.
- Offered companionship and kindness to elderly patients.
- Assisted patients with daily living activities, ensuring their safety and wellbeing.
- Assisted in maintaining a clean and safe environment for patients, completing housekeeping tasks as needed.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Monitored client vital signs, administered medications, and tracked behaviors to keep healthcare supervisor well-informed.
Order Fulfillment Associate
New Life Industries
09.2021 - 12.2021
- Upheld a positive work atmosphere through consistently displaying an enthusiastic attitude toward fulfilling daily tasks and supporting team efforts toward shared goals.
- Handled high-priority orders with urgency, prioritizing their prompt processing and shipment to meet customer needs.
- Streamlined order fulfillment processes by implementing efficient picking and packing techniques.
- Developed strong familiarity with warehouse technology systems, enabling quick navigation through inventory databases and expedited processing of orders.
- Adhered to quality control standards for each order, ensuring that customers received products meeting their expectations.
- Reduced order processing time by consistently maintaining a clean and organized workspace.
Distribution Technician
Lake Cumberland Regional Hospital
09.2020 - 09.2021
- Minimized order processing time through close collaboration with logistics and supply chain teams.
- Ensured timely deliveries by coordinating with transportation providers and monitoring shipment schedules.
- Maintained clean, organized warehouse environment by adhering to housekeeping standards and systematically disposing of waste materials.
- Maintained accurate stock levels by conducting regular physical inventory counts and updating warehouse management system records.
- Prepared boxes, pallets and crates for outgoing shipments.
- Inspected merchandise for damage and discrepancies with documentation.
Environmental Services Housekeeper
Lake Cumberland Regional Hospital
10.2018 - 09.2020
- Wore necessary personal protective equipment to minimize risks from hazardous materials, biohazards, and other harmful substances.
- Ensured timely completion of assigned tasks by effectively prioritizing workload based on urgency and importance.
- Practiced established infection control methods to reduce risks to patients, families, and medical staff.
- Cleaned and disinfected patient exam rooms, surgery suites, and common areas to promote sanitary treatment and services environment.
- Emptied trash cans and recycling bins to promote clean, sanitary environment, and reduce odors and debris.
- Improved infection control measures by meticulously disinfecting high-touch areas in patient rooms, restrooms, and common spaces.
Housekeeping Attendant
Holiday Inn Express Hotel Suites
03.2015 - 07.2018
- Worked effectively under pressure during busy periods, maintaining high standards of cleanliness and professionalism.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Managed the laundry facility efficiently, ensuring prompt delivery of clean linens to guest rooms and common areas.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Replaced used towels and other bathroom amenities such as shampoo, paper towels, and soap.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
Call Agent
Senture Connect
02.2010 - 07.2010
- Built strong customer relationships with empathetic communication and active listening skills.
- Balanced high call volume while maintaining composure under pressure, resulting in satisfied customers and positive feedback ratings.
- Maintained accurate records of customer interactions, ensuring data integrity for future reference or analysis purposes.
- Mastered multiple software platforms to ensure seamless navigation during calls, improving overall productivity.
- Maintained high call quality standards by adhering to company guidelines and protocols.
- Retained customers by providing exceptional service, preventing potential cancellations or account closures.
Medical Data Entry Specialist
Sourceorp
06.2007 - 02.2009
- Assisted in maintaining HIPAA compliance with strict adherence to privacy regulations during data entry tasks.
- Upheld high standards of accuracy while adapting to frequent updates in medical billing codes and insurance regulations.
- Minimized delays in treatment plans through efficient scheduling of appointments, tests, and procedures using relevant software tools.
- Promoted a positive patient experience by addressing questions related to billing or personal health records with clarity and empathy.
- Expedited insurance claim processing by effectively managing sensitive patient data, including diagnoses, treatments, and billing codes.
- Checked for accuracy by verifying data and records.
Education
Certificate - Medical Billing And Coding
US Career Institution
11-2022
Certificate - Medical Assistant
Campbellsville University
Somerset, KY07-2022
High School Diploma -
Monticello Independent School
Monticello, KY05-2005
Skills
- Performance metrics
- High-volume call centers
- CRM software usage
- Remote chat support
- Customer service
- Data entry
- Vital sign monitoring
- Medical terminology
- CPR
- Cleaning techniques
- Restocking supplies
- Teamwork
Accomplishments
While working at Lake Cumberland Regional Hospital In Environmental Services, I received the Quality Service Award for peers.
Certification
BLS Certification
First Aid Certification
Certified Medical Assistant
Timeline
Inbound Call Center Representative Work From Home
Senture Connect
11.2024 - Current
Senior Caregiver
Lake Cumberland Area Development District
06.2022 - 09.2024
Order Fulfillment Associate
New Life Industries
09.2021 - 12.2021
Distribution Technician
Lake Cumberland Regional Hospital
09.2020 - 09.2021
Environmental Services Housekeeper
Lake Cumberland Regional Hospital
10.2018 - 09.2020
Housekeeping Attendant
Holiday Inn Express Hotel Suites
03.2015 - 07.2018
Call Agent
Senture Connect
02.2010 - 07.2010
Medical Data Entry Specialist
Sourceorp
06.2007 - 02.2009
Certificate - Medical Billing And Coding
US Career Institution
Certificate - Medical Assistant
Campbellsville University
High School Diploma -
Monticello Independent School
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