SHIRL OLLIE
Frederick,MD
Summary
Dedicated and personable Customer Service Representative; experienced with handling customer interactions and resolving issues promptly. Exceptional service provided via email and phone to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
11
11
years of professional experience
Work History
BILLING SUPERVISOR
Frederick County Government
07.2020 - 01.2025
- Resolved escalated customer issues expeditiously demonstrating empathy while adhering to established guidelines.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Maintained year after year growth in revenue resulting in a revenue increase from $5M to over $7M annually
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed comprehensive financial reports for executive decision-making support.
BILLING COORDINATOR
Frederick County Government
01.2016 - 07.2020
- Prepared and presented financial reports and presentations to senior management and stakeholders, communicating financial performance, goals, and strategies.
- Monitored and managed annual subscription membership mailing of over 100k applications
- Identified trends and provided feedback regarding billing issues and uncollectible accounts.
- Communicated plans and actions to meet departmental goals.
- Coordinated and streamlined operations between multiple divisions to increase efficiency and improve processes.
BILLING SPECIALIST
Frederick County Government
01.2014 - 01.2016
- Resolved customer inquiries via phone and email.
- Generated requests for refund checks for overpayment.
- Reviewed 100-125 patient care reports (PCR's) daily.
Education
Associate of Arts -
ECPI University
Virginia Beach, VASkills
- Customer Service
- MicroSoft Suite Proficient
- High level of professionalism
- Decision-making
- Strong attention to detail
- Problem-solving
- Fluent in English
- Zoom, Teams and Google Meet Proficient
Timeline
BILLING SUPERVISOR
Frederick County Government
07.2020 - 01.2025
BILLING COORDINATOR
Frederick County Government
01.2016 - 07.2020
BILLING SPECIALIST
Frederick County Government
01.2014 - 01.2016
Associate of Arts -
ECPI University
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