Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Tina Crumble Almond

Scranton,PA

Summary

An experienced customer service representative with a diverse work history and strong skills in various roles.


19 years in customer service, excelling in call-center environments. Recent roles include Temp Intake Customer Agent at DHS FEMA and Temp Collections Representative at Mercury Financial LLC. Achieved a 14% reduction in delinquency rates and improved cash flow through effective payment negotiations. Coordinated transportation logistics as a Transportation Clerk, ensuring efficient route management. Enhanced patient scheduling efficiency by reducing wait times by 30% as an Intake Coordinator.

Overview

20
20
years of professional experience

Work History

Temp Intake customer agent

DHS FEMA
08.2024 - Current
  • Assisted with intake and customer service tasks
  • Supported disaster-affected individuals and communities
  • Ensured accurate and timely processing of information
  • Contributed to the overall efficiency and effectiveness of the team

Temp Collections Representative

Mercury Financial LLC
11.2023 - 07.2024
  • Negotiated full payments or prompt arrangements, reducing delinquency rates by 14%
  • Collected payments consistently, meeting monthly targets and improving cash flow
  • Identified delinquency issues, collaborating with management for effective solution
  • Followed up on payment arrangements promptly, ensuring customer compliance
  • Analyzed account delinquency patterns, providing insights to management for strategic decision-making and process improvements

Transportation Clerk

Core-Mark International, Inc.
07.2021 - 03.2024
  • Coordinate truck drivers' routes, ensuring prompt departures and arrivals
  • Maintain and update route trackers for efficient organization management
  • Communicate shortages and initiate investigations for missing items
  • Prepare and manage mileage and load documentation for drivers

Intake Coordinator/Accounts payable

High-mark Health
08.2019 - 07.2021
  • Triage faxes to healthcare providers, ensuring prompt processing and accurate information flow
  • Verified medical insurance coverage, improving patient eligibility accuracy and service alignment
  • Implemented digital patient information system, reducing processing time by 25%
  • Conducted patient assessments, enhancing service eligibility accuracy and compliance
  • Collaborated with medical staff to expedite appointments, decreasing wait times by 30%
  • Manage incoming invoices, from receipt to payment and recording
  • Maintain accurate records of vendor payments, credit card spending, and other financial transactions
  • Monitor and manage outstanding accounts, and follow up on overdue payments

Scheduler

Access-A-Ride
02.2018 - 04.2019
  • Handled phone and email inquiries, scheduling and confirming appointments, ensuring data accuracy
  • Managed multiple phone lines, efficiently scheduling and rescheduling patient appointments
  • Improved appointment scheduling efficiency, reducing wait times, and increasing patient satisfaction
  • Utilized company systems to input and update customer data accurately and promptly

Housekeeping

Upstate community hospital
07.2015 - 07.2018
  • Maintained cleanliness in bathrooms, kitchens, and dining rooms, ensuring a hygienic environment
  • Changed linens and emptied trash cans promptly, enhancing patient comfort and room readiness
  • Stored cleaning supplies properly to prevent hazards and ensure efficient workflow
  • Demonstrated exceptional communication skills, improving team coordination and patient satisfaction

Call Center Customer Service Representative

PrimeCare Community Health
03.2005 - 06.2015
  • Handled high volume of calls, ensuring prompt responses and resolutions, boosting customer satisfaction
  • Scheduled and confirmed patient appointments, optimizing clinic efficiency, and reducing wait times
  • Managed patient check-ins, enhancing the overall patient experience and streamlining operations
  • Conducted appointment reminder calls, significantly reducing no-show rates, and improving clinic productivity

Home Health Aide

Iroquois Nursing Home
03.2009 - 02.2014
  • Provided housekeeping, laundry, and meal preparation services, ensuring a clean and safe environment
  • Assisted patients with personal care, including bathing, dressing, and grooming, enhancing their comfort
  • Ran errands and shopped for household necessities, ensuring patients' daily needs were met
  • Supported patients by preparing and serving meals and snacks, contributing to their nutritional well-being

Education

High school diploma -

Harry Van Arsdale
Brooklyn, NY
06.1999

Skills

  • Proficient in Microsoft Office and medical scheduling
  • Consistently achieved a 95% customer satisfaction rating
  • Strong communication and organizational skills demonstrated across various roles
  • Team player
  • Computer skills
  • Customer support
  • Patient care
  • Transportation planning
  • Scheduling appointments
  • Call center customer service
  • Process planning
  • Process documentation

Languages

Spanish
Limited Working

Timeline

Temp Intake customer agent

DHS FEMA
08.2024 - Current

Temp Collections Representative

Mercury Financial LLC
11.2023 - 07.2024

Transportation Clerk

Core-Mark International, Inc.
07.2021 - 03.2024

Intake Coordinator/Accounts payable

High-mark Health
08.2019 - 07.2021

Scheduler

Access-A-Ride
02.2018 - 04.2019

Housekeeping

Upstate community hospital
07.2015 - 07.2018

Home Health Aide

Iroquois Nursing Home
03.2009 - 02.2014

Call Center Customer Service Representative

PrimeCare Community Health
03.2005 - 06.2015

High school diploma -

Harry Van Arsdale

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Tina Crumble Almond