Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Interests
Certification
Work Availability
Affiliations
Work Preference
Quote
Software
Websites
Timeline
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Stephanie Cornett

Stephanie Cornett

Loyall,KY

Summary

Dedicated professional with an Associate's Degree in Applied Science in Psychology and currently pursuing a Bachelor’s Degree in Human Services with an emphasis on Addiction. Experienced in providing compassionate support as a Disaster Relief Helpline Agent, adept at crisis assessment and resource allocation. Proven track record in customer service as a representative for United Health Care, with additional experience as a Roof Appointment Setter and Seasonal Customer Representative at Honey Baked Ham. With strong communication skills and a commitment to helping those in need, I aim to leverage my education and experience to make a positive impact in the human services field.

Overview

10
10
years of professional experience

Work History

Call Center Helpline Specialist

Support Services Group
11.2024 - Current
  • Managed Call Handling: Provided compassionate and calm assistance by answering incoming calls from individuals seeking support during disaster events.
  • Information Collection: Gathered relevant information from callers, including personal details and the nature of their disaster-related issues, to assess immediate needs.
  • Situation Assessment: Evaluated callers' situations to determine the level of assistance required and identified potential resources available to them.
  • Resource Provision: Offered information on local services, shelters, food assistance, and emergency resources to support individuals affected by disasters.
  • Referral Coordination: Recognized and referred situations requiring specialized assistance to Tier 2 agents or relevant agencies for further support.
  • Documentation: Maintained accurate records by documenting all calls and interactions in the system for tracking purposes.
  • Follow-Up Communication: I'd like to conduct follow-up calls as needed to ensure that individuals receive the necessary help and to provide additional support.
  • Emergency Protocol Adherence: Familiarized with and adhered to all emergency protocols and guidelines to ensure adequate response to disaster situations.
  • Ongoing Training Participation: Engaged in continuous training and development to enhance skills and stay updated on best practices in disaster response.
  • Team Collaboration: Collaborated with team members and external organizations to coordinate efforts and create a comprehensive support network for disaster-affected individuals.

    These duties demonstrate the importance of my role in providing timely and effective assistance during critical situations.

Appointment Scheduler

MAIVOICE
10.2023 - 08.2024
  • Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.
  • Answered phone calls and answered questions from potential customers.
  • Managed high call volume while maintaining professionalism and accuracy when gathering client information for appointment bookings.
  • Acted as the first point of contact and set appointments for prospective clients.
  • Acted as a reliable point of contact for clients, addressing concerns or questions about their appointments with professionalism and tact.
  • Enhanced customer satisfaction with timely and accurate appointment confirmations and reminders.
  • Optimized available time slots by proactively identifying opportunities to fill cancellations or last-minute openings.

Customer Service Representative

Honeybaked Ham Seasonal
11.2022 - 04.2023
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Customer Service Representative

Shiftsmart/Eventus
09.2022 - 04.2023
  • Medicaid/Medical Card Replacement: Assisted clients in the process of replacing Medicaid and medical cards, ensuring timely resolution and customer satisfaction.
  • Order Tracking: Monitored the status of orders placed with Medicaid funds, providing clients with updates and addressing any inquiries regarding their orders.
  • Order Placement: Facilitated the placement of orders using Medicaid funds, ensuring compliance with all required guidelines and procedures.
  • Utility Bill Payment Assistance: Guided clients through the process of making utility bill payments, ensuring their accounts were current and accurate.
  • Utility Company Coordination: Added new utility companies for payments to the system, expanding the range of services available to clients.
  • Payment Tracking: Tracked and monitored payments on utility bills, providing clients with status updates and resolving any discrepancies promptly.
  • High Call Volume Management: Effectively handled a high volume of inbound calls, maintaining professionalism and efficiency while addressing client needs and concerns.
  • Customer Support: Provided exceptional customer support, actively listening to clients and addressing their questions and issues effectively.

State Registered Nurse Aide

Britthaven
06.2006 - 09.2007
  • Streamlined workflow for nursing staff through efficient organization of supplies and equipment required for daily care provision.
  • Enhanced patient satisfaction and adherence to treatment plans by providing thorough education about medications, procedures, and lifestyle modifications.
  • Contributed to the improvement of patient outcomes by assisting with daily living activities, such as bathing, dressing, and mobility support.
  • Demonstrated commitment to professional development by maintaining State Registered Nurse Aide certification through ongoing continuing education courses and skill-building opportunities.

Education

Associate of Applied Science - Psychology

University of The Cumberlands
Williamsburg, KY
05-2025

High School Diploma -

Cumberland High School
Cumberland Kentucky
05-2006

Skills

  • Stress tolerance
  • Empathy display
  • Call handling
  • Script adherence
  • Vital signs monitoring
  • Behavioral support
  • Dementia care
  • Meeting deadlines
  • Remote work capabilities
  • Chart updating
  • Data entry proficiency
  • Appointment confirmation
  • Teamwork and collaboration

Accomplishments

    Accomplishments

  • Achieved a 100% quality score during calls as a Disaster Relief Helpline Agent, demonstrating exceptional call handling and customer service skills.
  • Earned an Associate's Degree in Applied Science in Psychology, laying a strong foundation for understanding human behavior and needs.
  • Developed proficient typing skills, with the ability to type over 90 words per minute, ensuring efficient documentation and communication.

    **Skills**

  • Active Listening and Empathy
  • Crisis Assessment and Management
  • Resource Coordination and Referral
  • Excellent Verbal and Written Communication
  • Proficient Typing (90+ WPM)
  • Strong Problem-Solving Abilities
  • Team Collaboration
  • Customer Service Excellence
  • Knowledge of Community Resources and Services
  • Adaptability in High-Pressure Situations

Languages

English
Native or Bilingual

Interests

  • I enjoy helping others and giving back to the community
  • I enjoy sketching and drawing, which helps improve my creativity and attention to detail
  • Cooking
  • DIY and Home Improvement
  • Youth Development Programs
  • Offering time and support to shelters for the homeless, women, and animals
  • Reading
  • Volunteering for community initiatives to give back to local communities and make a positive impact

Certification

  • [Insider Threat Awareness] Training - 11/25/2024
  • [OPSEC Awareness for Military members, DOD Employees, and Contractors, [Support services group] - 11/24/2024
  • [OC3 maximus Privacy at DHS, completed Training - 11/24/2024
  • [Cyber Awareness Challenge 2025] Training - 11/25/2024
  • [Department of Homeland Security Federal Emergency Management Agency Certificate of Compliance]- 11/25/2024
  • [Unauthorized Disclosure of Classified Information and CUI] Training - 11/25/2024
  • Associate's Degree In Psychology A.S- 5/6/2025

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations

  • Shiftsmart/eventus united health care
  • Support services group

Work Preference

Work Type

Full TimePart TimeContract Work

Work Location

RemoteOn-Site

Important To Me

Career advancementWork-life balanceCompany CultureFlexible work hoursHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leave401k match4-day work week

Quote

Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt

Software

Microsoft Windows 11

Microsoft word

Microsoft office 365

Timeline

Call Center Helpline Specialist

Support Services Group
11.2024 - Current

Appointment Scheduler

MAIVOICE
10.2023 - 08.2024

Customer Service Representative

Honeybaked Ham Seasonal
11.2022 - 04.2023

Customer Service Representative

Shiftsmart/Eventus
09.2022 - 04.2023

State Registered Nurse Aide

Britthaven
06.2006 - 09.2007

Associate of Applied Science - Psychology

University of The Cumberlands

High School Diploma -

Cumberland High School

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