Open To Work
Shelley Hill
Myrtle Beach,SC
Work Preference
Job Search Status
Open to workDesired start date: Immediately
Desired Job Title
CSA (Customer Service Agent) SupervisorCOVID Travel RNTravel Registered NurseAccount RepresentativeMedical Office ManagerWork Type
Full TimePart TimeContract WorkGig WorkSeasonal WorkVolunteerLocation Preference
On-SiteRemoteHybridLocation: Myrtle Beach, SC
Open to relocation: Yes
Salary Range
$45000/yr - $100000/yrImportant To Me
Work-life balanceCareer advancementPaid time offHealthcare benefitsSummary
Results-oriented supervisor specializing in customer service management and staff training. Demonstrated success in improving team performance and optimizing operational processes. Expertise in implementing safety protocols and ensuring compliance with industry standards. I am seeking opportunities that leverage my customer service expertise and leadership skills, while promoting a healthy work-life balance in a supportive environment.
Overview
35
35
years of professional experience
1
1
Certification
Work History
CSA (Customer Service Agent) Supervisor
Trego-dugan Aviation (Ground Handler)
Myrtle Beach
12.2022 - Current
- Proficient in using Image, SABRE, Navitaire, and multiple versions of Go Now, aviation software platforms.
- GSC certified for AS, G4, XP, SY, and MX airlines.
- Care Team certified for AS, CRO (Complaint Resolution Officer) for AS, and Train the Trainer certification for XP.
- TDY to CHS, SAV and RDU regularly to assist with training new hires, and to retrain team members that are not performing up to company or airline standards.
- Supervised daily aviation operations ensuring compliance with safety regulations.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Ensured proper documentation was maintained for each flight including passenger manifests and cargo manifests.
- Conducted investigations into any incidents or accidents that occurred during flights or on the ground.
- Assisted customers with inquiries regarding flight schedules and services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Facilitated regular team meetings to discuss operational challenges and solutions.
- Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Supervised ground handling operations to ensure compliance with safety regulations.
- Coordinated baggage handling to ensure timely delivery and safety.
- Provided information on airport facilities and services to enhance customer experience.
- Collaborated with team members to streamline operational processes during peak hours.
COVID Travel RN
South Carolina Department Of Health & Environmental Control
Charleston
01.2020 - 12.2022
- Member of the COVID vaccination and testing teams.
- Administered vaccinations and performed testing in medical facilities, health departments, and at community events throughout 14 counties in the Low Country.
- Entered patient information using Rover to document in the EPIC EMR system.
- Entered patient vaccinations into VAMS (Vaccine Administration Management System), the nationwide immunizations database.
- Adhered to infection control protocols while performing assigned tasks.
- Provided emergency care during critical situations as needed by protocols.
- Mentored new nurses on best practices and departmental procedures.
- Ensured compliance with applicable laws and regulations governing the practice of nursing within the scope of travel nurse duties.
- Educated patients and family members about proper health maintenance techniques.
Travel Registered Nurse
Nurse Source
Jacksonville
01.2010 - 01.2020
- Provided direct patient care in diverse clinical settings across multiple states.
- Proficient using Cerner, EPIC (using Rover), Pyxis, Omnicell, Point Click Care, Vision
- Collaborated with multidisciplinary teams to develop patient-centered care plans.
- Administered medications and monitored patients for adverse reactions and side effects.
- Educated patients and families on health management and treatment options.
- Utilized electronic health records to document patient information accurately.
- Utilized specialized equipment such as ventilators, oxygen delivery systems, and IV pumps, as required by individual patient needs.
- Mentored junior nurses and new staff in clinical procedures and protocols.
- Educated patients and family members about proper health maintenance techniques.
- Maintained accurate documentation of patient information such as medical history, vital signs, medications administered.
- Responded quickly and effectively to emergency situations or changes in patient's condition.
- Provided emotional support to families facing difficult decisions regarding end-of-life care issues.
- Adhered to infection control protocols while performing assigned tasks.
- Ensured compliance with healthcare regulations and safety standards in diverse clinical environments.
- Adapted to different hospital units and practices, demonstrating flexibility and resilience.
- Advocated for patient needs and preferences across multidisciplinary healthcare teams.
- Provided palliative and end-of-life care, offering emotional support to patients and families.
- Coordinated discharge planning, including patient education on home care and follow-up appointments.
- Assisted with surgical procedures and post-operative care, ensuring patient safety and recovery.
- Monitored diet, physical activity, behaviors, and other patient factors to assess conditions and adjust treatment plans.
- Referred patients to specialized health resources or community agencies to furnish additional assistance.
Account Representative
Jax Navy Federal Credit Union
Jacksonville
02.2002 - 01.2008
- Facilitated assistance for members regarding the application process, issue resolution, credit increases, and authorized user modifications on credit accounts.
- Provided tailored financial solutions to meet member needs.
- Educated members on products and services offered.
- Utilized CRM systems to track member interactions and feedback.
- Collaborated with team to enhance member service strategies.
- Resolved customer complaints in a timely manner.
- Served as primary contact and support for maintaining account information and opening and closing accounts.
- Responded quickly to customer inquiries via phone or email.
- Managed accounts receivable including collections from delinquent accounts.
- Advised clients on best practices related to their accounts.
- Actively participated in weekly team meetings to discuss progress on projects.
- Provided excellent customer service to ensure client satisfaction.
- Maintained detailed records of all client communications.
- Managed multiple projects simultaneously while meeting deadlines.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Medical Office Manager
Baptist Ophthalmic Institute
Jacksonville
04.1991 - 02.2002
- Managed daily operations for a busy ophthalmic practice.
- Supervised administrative staff to ensure smooth workflow.
- Began career as optician, performing ophthalmic lab tech and front desk tasks.
Acquired skills to oversee surfacing lab operations effectively.
Scribed for several months, supporting clinical documentation efforts.
Advanced to office manager, overseeing daily operations and team coordination. - Ensured compliance with healthcare regulations and standards.
- Trained new staff on office procedures and patient management systems.
- Collaborated with healthcare providers to streamline communication and care processes.
- Handled telephone inquiries from patients regarding appointment scheduling or general questions about the practice's services.
- Oversaw day-to-day operations of the front desk area to ensure efficient flow of patients through check-in and checkout processes.
- Coordinated with insurance companies to verify coverage of services rendered.
- Maintained accurate patient data, including medical history, laboratory results, billing information and other relevant documents.
- Trained new staff on office procedures, software programs and customer service protocols.
- Developed and implemented office policies and procedures while adhering to HIPAA and OSHA regulations.
- Monitored inventory levels of supplies necessary for daily operations of the office.
- Provided support to physicians by organizing patient charts prior to scheduled appointments.
- Managed staff scheduling and set patient scheduling policy.
- Performed data entry and processing into system databases and troubleshot minor computer issues.
- Maintained and managed filing, chart keeping and organizational systems for practice.
- Assisted in resolving conflicts between staff members and addressing any issues that arose related to patient care or safety concerns.
- Developed plans to streamline patient flows, increase office and patient care efficiency and generate new revenues.
- Reviewed employee time sheets for accuracy before submitting them for payroll processing.
- Managed accounts receivable for the practice, ensuring timely payments from insurance companies and patients.
- Performed administrative tasks such as preparing correspondence or maintaining personnel files.
- Conducted regular audits of medical records to ensure accuracy and completeness of documentation.
- Resolved disputes between vendors providing services or products to the practice in a timely manner.
- Prepared weekly reports summarizing financial performance metrics, such as revenue collections, accounts receivable balances.
- Pitched in to help with office tasks during busy periods and staff absences.
Education
Associate of Science - Nursing
12-2009
Bachelor of Science - Business Management
09-1995
Skills
- Aviation: Image, SABRE, Navitaire, Go Now software proficiency
- Flight documentation management
- Cross-functional collaboration
- Time management
- Microsoft Office proficiency
- EMR/EHR: Cerner, EPIC, Pyxis, Omnicell, Vision, Point Click Care software proficiency
- Safety protocols
- Complaint resolution
- Medication administration
- Patient assessments
- Clinical judgment
- Infection control procedures
- Customer service management
- Staff scheduling
- Nurse team supervision
- Multitasking and organization
- Staff training and development
Certification
BLS Certification
Accomplishments
A coworker and myself were nominated for the SOAR award in 2023. We also received a letter of recognition from the Aviation Authority for our actions.
Timeline
CSA (Customer Service Agent) Supervisor - Trego-dugan Aviation (Ground Handler)
12.2022 - Current
COVID Travel RN - South Carolina Department Of Health & Environmental Control
01.2020 - 12.2022
Travel Registered Nurse - Nurse Source
01.2010 - 01.2020
Account Representative - Jax Navy Federal Credit Union
02.2002 - 01.2008
Medical Office Manager - Baptist Ophthalmic Institute
04.1991 - 02.2002
St Johns River State College - Associate of Science, Nursing
Jacksonville University - Bachelor of Science, Business Management