Toni Neloms
Dallas,TX
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Well-versed in organizing patient records, replenishing supplies and handling multi-line phone systems in high-volume medical departments. Transcribes and transmits orders, scans and stores records and coordinates different forms. Technically advanced and highly organized with skills in managing files and documenting new information. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Associate Team Leader
Convergys
Lubbock, TX
01.2009 - 04.2011
- Managed and monitored customer service team performance to ensure adherence to quality standards.
- Conducted regular one-on-one meetings with team members to review individual goals and objectives.
- Identified areas of improvement and implemented solutions to enhance overall customer experience.
- Assisted in resolving escalated complaints from customers.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Customer Service Agent
Stenocall
Lubbock, TX
01.2011 - 06.2013
- Answered incoming calls promptly and courteously.
- Provided accurate information regarding services offered.
- Verified customer accounts by obtaining additional information as needed.
- Routed calls to appropriate personnel or departments.
- Updated existing customer accounts with recent contact information.
- Entered notes into the database for each call received.
- Utilized problem-solving techniques to resolve complex customer inquiries.
Unit Clerk/CNA, Float Pool
Trust Point Hospial
Lubbock, TX
05.2012 - 09.2014
- Assisted with the coordination of patient admission and discharge procedures.
- Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.
- Provided administrative support to the nursing staff by transcribing physician orders, scheduling appointments, and preparing medical records.
- Greeted visitors in a friendly manner and answered telephones promptly.
- Maintained patient confidentiality according to HIPAA regulations.
- Documented any changes in patient condition or status immediately upon notification from nursing staff members.
- Assisted patients in ambulation and transfers using proper body mechanics.
- Performed vital sign assessments, such as taking blood pressure and temperature.
- Documented patient care services by charting in designated areas.
- Reported changes in patient conditions to registered nurse or physician.
- Observed patients for any physical or emotional changes, reported findings to medical staff immediately.
- Answered patient call lights promptly and responded to requests appropriately.
- Monitored food intake and output as directed by nursing staff.
Unit Assistant
Texas Specialty Hospital
Lubbock, TX
02.2014 - 06.2017
- Provided administrative support to the nursing team and other healthcare professionals.
- Answered incoming calls and directed them to the appropriate personnel or department.
- Coordinated transportation services for patients when needed.
- Assisted with preparing discharge summaries for patients.
- Managed appointment schedules for physicians in the unit.
- Maintained patient records, medical histories, test results and other pertinent information in the hospital's computer system.
- Assisted nursing staff with administrative tasks such as scheduling appointments, ordering supplies and preparing charts.
- Answered telephone calls promptly and directed them to appropriate personnel or departments.
- Prepared documents for signature by physicians or other authorized personnel.
Medical Office Assistant
Starcare Hospital
Lubbock, TX
01.2017 - 02.2020
- Greeted customers and provided assistance with inquiries.
- Answered high incoming calls, responded to voicemails and transferred calls as needed.
- Scheduled appointments for clients, staff members as well as verifying accuracy of appointment times with providers.
- Processed payments from customers using cash, credit cards or checks.
- Verified insurance coverage for appointments and collected co-payments as required.
- Checked patients in and out for appointments and collected co-payments.
- Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
- Called patients to confirm scheduled appointments and obtain additional details.
- Monitored customer accounts for overdue payments or discrepancies.
Packing, Shipping, and Receiving Assembler
Shearers Foods
Lubbock, TX
04.2020 - 06.2022
- Assisted with the packing of outgoing orders according to customer requirements.
- Organized and labeled boxes for efficient distribution.
- Maintained a clean and organized work environment.
- Performed quality control checks on all packed shipments.
- Followed safety guidelines when handling heavy or hazardous materials.
- Verified labels on packages to confirm they matched contents inside box.
- Executed tasks related to order fulfillment within allotted timeframes.
- Used RF scanner guns to scan barcodes on products for accurate inventory tracking and traceability purposes.
- Worked closely with co-workers in order to efficiently process large volumes of packages within tight deadlines.
- Arranged items on pallets according to size and weight.
- Operated hand pallet jacks and OP forklift to move materials.
Material Handler/Order Picker
Kohls Distribution Center
DeSoto, TX
06.2022 - 12.2023
- Received and distributed incoming materials to designated areas.
- Loaded and unloaded pallets of merchandise using a forklift.
- Moved materials between departments utilizing the forklift.
- Checked load stability before lifting and transporting.
- Inspected forklifts for safety hazards daily.
- Conducted pre-operational checks on all lift trucks prior to use.
- Stacked products in an orderly manner on designated shelves or pallets.
- Performed regular maintenance on scanning equipment such as cleaning lenses or replacing batteries.
- Worked closely with co-workers in order to efficiently process large volumes of packages within tight deadlines.
- Verified labels for appropriate order numbers and item specifications.
- Ensured compliance with safety regulations while operating material handling equipment.
- Tracked shipment information using computerized systems such as SAP or Oracle software applications.
- Unload finished products from machines onto conveyors or other transport systems.
- Created digital records of paper documents using specialized scanning software.
- Operated OP forklift and pallet jack safely to move product around warehouse facility.
- Used RF scanner guns to scan barcodes on products for accurate inventory tracking and traceability purposes.
Certified Nursing Assistant/Certified Medication Aide
Favorite Staffing
Dallas, TX
01.2022 - 07.2023
- Assisted patients with activities of daily living such as bathing, grooming, and dressing.
- Provided basic patient care by taking vital signs, measuring height and weight, and recording intake and output.
- Transported patients to treatment units, using wheelchair or strher.
- Answered call lights promptly and responded to patient needs accordingly.
- Turned and repositioned bedridden patients on a regular schedule to prevent bedsores.
- Performed housekeeping duties such as changing linens and cleaning bathrooms when necessary.
- Collected specimens for testing purposes upon request from physicians or nurses.
- Assisted with medication administration, including dispensing and documentation of patient medications.
- Provided patient education regarding medications and their potential side effects.
- Monitored patients for adverse reactions to prescribed medications.
- Ordered, received, stored and inventoried medications as required by facility policies and procedures.
- Performed monthly audits of controlled substances in accordance with regulatory standards.
- Calculated dosages accurately based on physician orders and age-specific dosing guidelines.
Education
High School Diploma -
Estacado High School
Lubbock, TX05.2003
Some College (No Degree) - Allied Health
South Plains College
Levelland, TXSkills
- Appointment Scheduling
- Inbound and Outbound Calling
- Call Management
- Complaint Resolution
- Data Collection
- Scheduling
- Report Transcription
- Adaptive Team Player
- Microsoft Outlook
- Medical Terminology Knowledge
- Documentation
- Credit Card Payment Processing
- Filing
- Professional Telephone Demeanor
- Multi-Task Management
- Unit Administrative Support
- Medical Forms
- Faxing Orders
- Supply Restocking
- Electronic Charting
- Multi-Line Phone System
- Team Building
- Organization
- Friendly, Positive Attitude
- Freight Handling
- Package Scanning
- Packing Boxes
- Package Preparation
- Shipping and Receiving
- Inventory Tracking
- Document Scanning
- Patient Lifting
- Transporting Patients
- Collecting Specimens
- Mirosoft Word, Outlook
- Screen Navigations
- Emails Expertise
Certification
- Certified Nursing Assistant Texas
- Certifed Medication Aide Texas
- CPR
- Certified Oder Picker Crown Model #SPF-3500
References
References available upon request.
Timeline
Material Handler/Order Picker
Kohls Distribution Center
06.2022 - 12.2023
Certified Nursing Assistant/Certified Medication Aide
Favorite Staffing
01.2022 - 07.2023
Packing, Shipping, and Receiving Assembler
Shearers Foods
04.2020 - 06.2022
Medical Office Assistant
Starcare Hospital
01.2017 - 02.2020
Unit Assistant
Texas Specialty Hospital
02.2014 - 06.2017
Unit Clerk/CNA, Float Pool
Trust Point Hospial
05.2012 - 09.2014
Customer Service Agent
Stenocall
01.2011 - 06.2013
Customer Service Associate Team Leader
Convergys
01.2009 - 04.2011
High School Diploma -
Estacado High School
Some College (No Degree) - Allied Health
South Plains College
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