Teresa Applewhite
Zebulon,North Carolina
Summary
Highly organized and dedicated professional with extensive experience as a Program Coordinator V and Helpdesk Supervisor. Proven track record in delivering exceptional customer service, leading helpdesk teams, and managing complex projects. Skilled in coordinating programs, resolving technical issues, and providing support to both internal staff and external clients. Possesses a strong background in healthcare management, with a Bachelor's degree in Healthcare Management and expertise in call center operations, administrative tasks, and process improvement. Adept at working in fast-paced environments, ensuring compliance with procedures, and fostering teamwork.
Overview
12
12
years of professional experience
Work History
Helpdesk Supervisor/ Program Coordinator
Department Of Health & Human Services
Raleigh, North Carolina
11.2020 - Current
- Monitoring help desk activity and answering questions; providing technical support; identifying the kind of request; diagnosing and resolving issues; escalating difficult matters 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 utilize the CxOne softphone while using call center analytics and navigating between two platforms (Microsoft Dynamics and NC Dave), which will address the demands of their business partners.
PROGRAM COORDINATOR & DATA ENTRY CLERK
DEPARTMENT OF HEALTH & HUMAN SERVICES
Raleigh, North Carolina
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.
- Transfer information from a physical database to a digital one.
- Supervised sixteen employees with oversight for data entry, timeliness, detail, accuracy, and completeness.
- Transfer information from a physical database to a digital one.
VERBATIM HEARING REPORTER/TRANSCRIPTIONIST
Business Support Services
Raleigh, North Carolina
11.2017 - 03.2020
- 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.
- Demonstrated high levels of responsibility and value to employer.
Customer Service/Office Administrator
Autumn Home Nutrition
Rocky Mount, NC
03.2013 - 08.2017
- Executed tasks such as recording customer transactions, sales of new products, and invoicing and billing
- Contributed to lean staffing through effective multi-tasking
- Took on progressively higher responsibilities to enhance company value
Education
Bachelor of Science - MS Human Resource Strategic Ma Major
Bellevue University
Nebraska City, NE05-2025
Bachelor of Science - Healthcare Management
Bellevue University
Nebraska City, NE01-2024
Associate of Science - MEDICAL BILLING & CODING
ULTIMATE MEDICAL ACADEMY
Clearwater, FL05-2020
Certificate - HIPAA Essentials For Healthcare Professionals Cert
Ultimate Medical Academy - Clearwater
Clearwater, FL05-2020
Certification of Completion in Keyboarding And Microsoft Excel - Certification of Completion in Keyboarding And Mic
NASH COMMUNITY COLLEGE
Rocky Mount06-1996
Skills
- HIPAA Compliance Knowledge
- Microsoft Dynamics
- NC Dave
- CxOne Softphone Analytics
- Team Leadership
- Operational Supervisor
Accomplishments
- Lean Six Sigma Yellow Belt Certification
- Lean Six Sigma Green Belt Certification
- HIPAA Essentials for Healthcare Professionals Certificate
Timeline
Helpdesk Supervisor/ Program Coordinator
Department Of Health & Human Services
11.2020 - Current
PROGRAM COORDINATOR & DATA ENTRY CLERK
DEPARTMENT OF HEALTH & HUMAN SERVICES
11.2020 - 11.2021
VERBATIM HEARING REPORTER/TRANSCRIPTIONIST
Business Support Services
11.2017 - 03.2020
Customer Service/Office Administrator
Autumn Home Nutrition
03.2013 - 08.2017
Bachelor of Science - MS Human Resource Strategic Ma Major
Bellevue University
Bachelor of Science - Healthcare Management
Bellevue University
Associate of Science - MEDICAL BILLING & CODING
ULTIMATE MEDICAL ACADEMY
Certificate - HIPAA Essentials For Healthcare Professionals Cert
Ultimate Medical Academy - Clearwater
Certification of Completion in Keyboarding And Microsoft Excel - Certification of Completion in Keyboarding And Mic
NASH COMMUNITY COLLEGE
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