TERESA APPLEWHITE

Work History

Helpdesk Supervisor

North Carolina Office of Vital Records

11.2020 - Current

Monitoring help desk activity and answering questions; providing technical support; identifying the kind of request; diagnosing and resolving issues; escalating difficult issues to the relevant staff as necessary; and confirming that the correct problem notification protocols are being adhered to
Analyze the effectiveness of the Help Desk's actions and documented fixes, spot any issues, then come up with and implement ways to raise service quality and stop upcoming issues.Work with other departments to find and/or purchase help desk software for both internal personnel and external clients
Help agents utilizing the CxOne softphone while using call center analytics and navigating between two platforms (Microsoft Dynamics and NC Dave) will address the demands of his business partners.
Used ticketing systems to manage and process support actions and requests.
Provided Tier 1 IT support to non-technical internal users through desk side support services.
Compiled and accurately entered data for each customer encounter to record in system.
Recruited, trained and supported help desk technicians and representatives.
Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Identified and solved technical issues using variety of diagnostic tools and tactics.
Provided basic end-user troubleshooting and desktop support.
Documented support interactions for future reference.
Managed help desk consisting of [Number] employees and conducted performance evaluations.
Trained and supported end-users with software, hardware, and network standards and use processes.
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Managed high levels of call flow and responded to technical support needs.
Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
Managed customers' expectations of support and technology functionality in order to provide positive user experience.
Provided on-call support for critical issues related to [Software].
Performed tests of functionality, security, and performance of different workstations and devices.
Scheduled staff and delivered training materials and information.
Activated accounts for clients interested in new services.
Monitored problem management database and followed up with assigned personnel.
Managed escalations, collaborating with cross-functional teams to resolve critical cases promptly.
Implemented staff training programs to boost technical knowledge and improve customer interactions.
Scheduled and trained help desk employees.
Participated in the recruitment and hiring process for help desk staff, selecting candidates with strong technical aptitude and customer service skills.
Streamlined help desk processes, enhancing overall efficiency and productivity.
Wrote training manuals for [Software].
Served as a liaison between end-users and upper management, communicating user feedback about system improvements or critical issues requiring attention.
Reduced response times with effective prioritization of support tickets and resource allocation.
Led the implementation of an IT ticketing system, improving tracking of support requests and reducing resolution timeframes.
Improved customer satisfaction by resolving complex technical issues and providing timely solutions.
Created a knowledge base for common troubleshooting scenarios, enabling quicker resolutions for recurring issues.
Reviewed employee performance and surveyed customers to determine areas for improvement.
Coordinated scheduling for help desk staff coverage during peak hours or periods of high demand, ensuring adequate assistance was available when needed most.
Wrote and presented reports on help desk activities.
Conducted regular performance reviews for team members, identifying strengths and opportunities for growth while setting clear expectations for future progress.
Supervised help desk team members, ensuring high-quality support and customer service.
Mentored junior team members in developing their technical expertise and customer service skills.
Reviewed daily reports to identify trends in user-reported issues, proactively addressing potential problems before they escalated further.
Walked customers through step-by-step problem solving and enlisted extra help.
Worked closely with the IT department to streamline communication channels between teams, fostering a collaborative work environment that enhanced problem-solving capabilities.
Directed staff of [Number] members at enterprise help desk.
Developed performance metrics for evaluating help desk team members'' success and areas for improvement.
Diagnosed and troubleshot hardware, software and network issues.
Responded to customer inquiries and provided technical assistance over phone and in person.
Created user accounts and assigned permissions.
Monitored system performance to identify potential issues.
Developed and implemented preventive maintenance procedures.
Generated reports to track performance and analyze trends.
Helped streamline repair processes and update procedures for support action consistency.
Offered assistance in implementing and developing training programs.
Assisted in development of system security protocols.
Maintained up-to-date knowledge on industry best practices, sharing insights with colleagues to improve overall operations.
Managed IT inventory, tracking assets, and coordinating maintenance or replacement schedules to prevent downtime due to equipment failure.

Program Coordinator & Data Entry Clerk

North Carolina Office of Vital Records

11.2020 - 11.2021

Various projects, development, execution, and evaluation
Communicating the expectations and objectives of a project, event, or campaign with clients or employers
Track vital client data and orders using spreadsheets
Transfer information from a physical database to a digital one
Update a database with consumer data
Utilize a spreadsheet to arrange the current facts
Verify old information and update any records that require it
Supervised sixteen employees with oversight for data entry, timeliness, detail, accuracy, and completeness.
Facilitated regular meetings with team members to discuss progress updates, address challenges, and brainstorm solutions for ongoing success.
Established strategic partnerships with external organizations, expanding program reach and impact.
Maintained detailed records of program activities and participant data, ensuring compliance with internal policies and external regulations.
Led training sessions for staff and volunteers, fostering a knowledgeable and cohesive team environment.
Provided exceptional customer service to program participants through prompt response times and attentive assistance with inquiries or concerns.
Designed program implementation and maintenance plan.
Enhanced program efficiency by streamlining processes and implementing innovative solutions.
Monitored performance metrics closely to evaluate areas requiring intervention or adjustment, making data-informed decisions that contributed positively towards overall results.
Developed effective communication strategies for improved collaboration among team members, resulting in increased productivity.
Coordinated cross-functional teams to ensure timely completion of program deliverables, maintaining project schedules and meeting objectives.
Provided exceptional customer service, addressing inquiries and resolving issues promptly.
Developed comprehensive training materials for volunteers, elevating quality of program delivery.
Streamlined registration process for new programs, significantly reducing wait times and improving participant satisfaction.
Increased participant engagement by tailoring program content to meet diverse community needs.
Improved staff efficiency by introducing new project management tools and training.
Monitored and evaluated program outcomes, applying findings to refine and improve future initiatives.
Improved team collaboration with establishment of regular coordination meetings and updates.
Oversaw staff schedules and assignments to handle programming demands.
Monitored programming schedules, conformance to guidelines and quality.
Improved program offerings based on changing trends, audience feedback and directives from station owners.
Monitored programming trends to keep content relevant and up-to-date.
Scheduled and monitored programming to air content as planned.
Completed data entry tasks with accuracy and efficiency.
Followed established procedures to enter and process data correctly.
Organized, sorted, and checked input data against original documents.
Scanned documents and saved in database to keep records of essential organizational information.
Entered data into various computer systems accurately using Microsoft Office Suite.
Verified accuracy of data entered into system to produce error-free reports.
Sorted documents and maintained organized filing process.
Verified entered data against source documents to maintain consistency across multiple platforms within the organization.
Prioritized tasks effectively to ensure timely completion of all assigned projects without sacrificing attention to detail.
Enhanced data accuracy by meticulously reviewing and correcting errors in spreadsheets and databases.
Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
Created and maintained data entry logs to track data entry activities.
Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
Maintained a high level of accuracy and speed through continuous self-assessment, surpassing company standards consistently.
Expedited data entry tasks through the use of keyboard shortcuts and customized software tools.
Prevented costly mistakes by proactively identifying discrepancies in numerical entries and rectifying them promptly.
Reduced turnaround time for projects by consistently meeting or exceeding deadlines while maintaining high-quality work output.
Assisted in development of new data entry protocol, leading to improved data integrity.
Played key role in transition to paperless record-keeping, reducing environmental impact and improving accessibility.
Increased data retrieval speed by implementing effective file organization systems.
Maintained confidentiality and security of all information, ensuring compliance with data protection regulations.
Coordinated with multiple departments to collect and enter data, ensuring interdepartmental coherence.
Improved team efficiency, training new staff on data entry protocols and software.
Contributed to customer satisfaction, resolving inquiries and issues with prompt data retrieval.
Reduced data discrepancies by conducting regular and thorough data validation exercises.
Enhanced decision-making with provision of accurate and up-to-date data reports.
Improved data accuracy by meticulously reviewing and updating customer information.
Corrected data entry errors to prevent duplication or data degradation.
Maintained files, records, and chronologies of entry activities.
Verified data files prior to entry to maintain high data accuracy.
Managed and organized documents for data entry tasks.
Checked for accuracy by verifying data and records.
Followed data entry protocols, rules and regulations.
Updated and maintained customer information, documents and records.
Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
Analyzed current data records to provide detailed reports.
Assisted with developing data entry processes.
Developed and implemented data entry operations.
Compared transcribed data with source document to detect and correct errors.
Kept optimal quality levels to prevent critical errors and support team performance targets.
Utilized techniques for increasing data entry speed.

Verbatim Hearing Reporter/Transcriptionist

BUSINESS SUPPORT SERVICES

11.2017 - 03.2020

Recorded via video equipment verbatim proceedings, phone hearings and provided transcript of proceedings for Disability Court
Assisted Administrative Law Judge, Claimants and Attorneys with paperwork, faxing, scanning and uploading in DCC system
Verified accuracy of transcripts of proceedings and accuracy
Communicated with Claimants, Attorneys and Judges, answered questions and ensured documents were present
Documented all proceedings and scanned and documented all notes and documents into company database
Transcribed all hearing recordings and completed in-bound and out-bound phone calls
Managed email communications
Laid-off due to Covid.
Adhered to strict deadlines for delivering transcripts, ensuring timely access to critical legal documentation.
Delivered consistently clear audio recordings using state-of-the-art equipment for optimal transcription quality in challenging acoustic environments.
Collaborated with court personnel, attorneys, and witnesses to ensure accurate identification of speakers and statements during hearings.
Enhanced transcript accuracy by diligently proofreading and editing verbatim records of hearings.
Mastered stenographic shorthand methods for efficient real-time transcription during fast-paced legal proceedings.
Improved overall professionalism by attending continuing education courses on court reporting techniques and industry best practices.
Exhibited adaptability when covering various types of hearings, such as depositions, arbitrations, and trials across multiple jurisdictions.
Kept meticulous records of billable hours and expenses for accurate invoicing, contributing to efficient financial management within the company.
Provided exceptional customer service by promptly addressing inquiries from attorneys, judges, and other stakeholders regarding transcript requests or corrections.
Demonstrated strong attention to detail while transcribing spoken words into written form for official records.
Anticipated potential challenges during hearings by conducting thorough research on case-specific terminology beforehand.
Assisted in training new reporters on company policies and best practices, fostering a supportive and inclusive work atmosphere.
Increased efficiency by utilizing advanced transcription software to expedite the reporting process.
Contributed to the accuracy of appellate records by providing high-quality transcripts for judicial review purposes in a timely manner.
Established rapport with diverse clientele by demonstrating cultural sensitivity and strong interpersonal skills throughout the reporting process.
Developed a comprehensive understanding of legal terminology, enabling accurate transcription of complex proceedings.
Streamlined workflow through effective communication with colleagues, contributing to a well-coordinated team environment.
Maintained strict confidentiality and professional integrity, safeguarding sensitive information in legal proceedings.
Reviewed transcriptions for accuracy in grammar, punctuation, and spelling.
Conducted transcription, court reporting, closed captioning, and Communications Access Realtime Reporting (CART).
Produced written transcripts of verbal communications.
Utilized stenography machinery, audio, and visual devices and specialty equipment to record legal transcripts.
Recounted previously recorded information to provide reference for proposed question or subject matter.
Conducted transcription for legal proceedings, public service events and corporate meetings.
Translated verbal conversations for impaired individuals.
Managed and organized corporate and LLC-based legal transactions coordinating document flow and logistical preparation for complex legal transactional closings.
Called upon witnesses to testify under oath at court hearings.
Generated error-free transcripts with skilled capturing and proofreading.
Produced transcripts for court personnel, legal professionals and general public.
Noted conversations and activities in shorthand for later conversion to full text.
Took verbatim notes of testimony in administrative proceedings using stenotype or voice writing.
Identified participants by name to facilitate reporting.
Completed continuous capturing and special requests such as reading back portions of testimony.
Maintained strict confidentiality with sensitive information, ensuring client trust and privacy.
Adapted quickly to new technology platforms and software programs introduced within the workplace, enhancing overall efficiency levels.
Followed specific guidelines and style rules to meet clients' requirements and maintain consistency.
Enhanced transcription accuracy by diligently proofreading and editing final documents.
Strived to deliver transcribed documents to appropriate personnel on time to increase chances of future collaboration.
Stayed organized and kept detailed records to accurately track progress and client information.
Used headsets and transcribing software to take dictation of medical documents.
Consistently met or exceeded established productivity goals while maintaining a high level of accuracy across all completed assignments.
Efficiently managed large volume of work assignments while maintaining attention to detail and accuracy standards.
Reviewed completed reports for proper formatting, grammar, and sentence structure.
Verified accuracy of transcribed material prior to finalization.
Stayed current with industry terminology to provide accurate transcription services.
Reviewed and edited transcribed reports and corrected material for spelling, grammar, and clarity.
Applied audio quality control techniques to provide accurate transcripts from low quality audio.
Improved overall workflow efficiency through implementing time-saving strategies such as keyboard shortcuts and customized autocorrect settings.
Trained new transcriptionists to improve skills in use of transcription equipment.
Delivered excellent customer service by promptly addressing inquiries and concerns from clients regarding their projects.
Optimized transcription process by utilizing advanced software tools, resulting in increased productivity.
Translated medical jargon and abbreviations into expanded forms to verify accuracy of patient and health care facility records.
Returned printed and electronic form dictated reports for physician's review, signature, and corrections.
Maintained database of transcribed documents for easy access and retrieval.
Demonstrated versatility in handling diverse subject matter areas including legal, medical, technical, and business-related content.
Developed and implemented strategies to improve transcription efficiency.
Increased client satisfaction by providing timely and accurate transcriptions for various industries.
Reviewed transcribed material for compliance with HIPAA requirements.
Enhanced document security by enforcing strict confidentiality measures, protecting sensitive information.
Enhanced transcription accuracy by implementing rigorous proofreading protocols, ensuring high-quality documentation.
Facilitated smooth workflow by efficiently managing transcription assignments among team.
Reduced transcription errors by consistently updating knowledge in field of specialization.
Adapted quickly to various audio qualities and accents, maintaining high transcription accuracy.
Implemented feedback from clients to continually improve transcription services, leading to repeat business.
Transcribed complex medical recordings for accurate patient records, contributing to improved patient care outcomes.
Collaborated with cross-functional teams to refine transcription guidelines, resulting in clearer communication.
Ensured compliance with legal and ethical standards in all transcription activities, safeguarding company's reputation.
Customized transcription templates for specific client needs, improving client satisfaction and retention.
Produced and delivered transcripts within anticipated timeframes to meet tight deadlines.
Transcribed sensitive documents with complete confidentiality.
Reviewed and edited transcripts to verify and provide accurate and complete information.
Managed electronic files and archives to keep transcripts organized and accessible.
Troubleshot and resolved technical issues to maintain productivity and quality of work.
Edited drafts created from speech recognition software.
Determined information to be included in reports.
Responded to inquiries regarding transcripts to provide information and resolve issues.
Provided customer service to assist clients with questions and concerns regarding medical transcription.
Attended continuing education workshops to maintain professional standards and stay up-to-date with new developments.

Customer Service/Administration

AUTUM HOME NUTRITION

03.2013 - 08.2017

Performed a variety of duties including recording of customers' transactions, sales of new products, invoicing and billing, inventory replenishment, insurance verification, and telephone coverage
Used multi-tasking to contribute to lean staffing
Assumed increasing levels of responsibility to add value to employer.
Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
Maintained up-to-date knowledge of company products, services, and policies to provide accurate guidance to customers.
Boosted client satisfaction scores through empathetic listening skills while addressing their concerns.
Achieved high levels of accuracy in data entry tasks, ensuring that all customer information was correctly recorded and processed.
Managed a high volume of inbound calls, providing accurate information and timely assistance to customers.
Collaborated with sales teams to upsell products and services during customer interactions, driving revenue growth.
Improved response times by efficiently prioritizing tasks based on urgency and complexity.
Maintained strict confidentiality when handling sensitive customer data, adhering to all relevant regulations and guidelines.
Assisted with order processing, invoice generation, and payment collection for a seamless purchasing experience.
Reduced wait times by implementing an effective call routing system that directed callers to the appropriate department quickly.
Organized detailed records of customer interactions in the company''s CRM system for easy reference by all team members involved in ongoing cases.
Streamlined administrative processes for increased efficiency and improved customer experiences.
Conducted regular follow-up with customers to ensure their needs were met and identify areas for improvement or additional support.
Increased overall efficiency by developing templates for frequently used documents, ensuring consistency across all communications.
Developed strong relationships with clients, leading to increased repeat business and positive word-of-mouth referrals.
Coordinated closely with other departments such as shipping and billing to resolve customer issues comprehensively.
Provided exceptional support during peak seasons or periods of high call volume, maintaining composure under pressure.
Supported team members in achieving service targets through collaborative problem-solving and effective communication.
Managed filing system, entered data and completed other clerical tasks.
Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
Assisted coworkers and staff members with special tasks on daily basis.
Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.

Customer Service/Data Entry

AFFILIATED MORTGAGE

04.2012 - 03.2013

Answered in-bound phone calls and stored completed documents
Examined source documents and entered data in specific data fields and onto tapes and disks for subsequent entry
Used keyboards and scanners.Compiled, sorted and verified the accuracy of data
Operated in a productivity-driven environment
Consistently worked within short deadlines.

Caregiver

PRIVATE CARE DUTY

03.2011 - 04.2012

Assisted client with personal care services, oral care, bathing, grooming, and mobility.

Administration/Customer Service Representative

SOUTHERN CREDIT ADJUSTERS

03.2008 - 03.2011

Released medical records to persons and agencies according to regulations and entered data into the computer
Protected the security of medical records to maintain confidentiality
Answered customer questions about billing procedures via ambulance department
Posted medical insurance billings and EOBs payments to patient accounts
Communicated with Attorneys and ensured all documents were present for each client
Discussed outstanding bills with customers and ensured funds were received
Updated customer records and maintained confidentiality
Contributed to a collaborative work culture
Cultivated positive relations with many stakeholders (i.e
Attorneys, customers, etc.).

Summary

Overview

Work History

Helpdesk Supervisor

Program Coordinator & Data Entry Clerk

Verbatim Hearing Reporter/Transcriptionist

Customer Service/Administration

Customer Service/Data Entry

Caregiver

Administration/Customer Service Representative

Education

Certification of Completion in Keyboarding and Microsoft Excel -

Master of Science - Human Resource Strategic Ma

Bachelor's Degree Human Resources Management -

Bachelor's Degree in Healthcare Management -

Associate of Science in MEDICAL BILLING & CODING -

Skills

Work Availability

Accomplishments

Timeline

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