Valerie Clotts
Hampden
Summary
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
20
20
years of professional experience
1
1
Certification
Work History
Administrative Specialist CL2: Dental Clinic
University of Maine at Augusta - Bangor Campus
Bangor, ME
10.2023 - Current
- Scheduling clinic patients for up to 40 students and collecting fees, Training and monitoring work-study students in patient screenings, patient scheduling, and dental software (Fuse) use, Answering a busy phone and substantial computer use that requires multitasking, Processing cash, checks, and accounts receivable, and making deposits, Preparing reports and data entry using dental software, Reviewing, interpreting, and explaining policies/procedures to students and clinic patients, Maintaining office equipment including copiers; Troubleshooting technological problems and submitting work orders/tickets for technical support services, Patient survey collection
Contact Center Representative
Hachette Book Group Inc.
Lebanon, IN
01.2023 - 09.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service, Manually enter orders received via email, fax, and mail, Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks, Utilized Zendesk ticketing system, Phoenix Order to Cash System and SOLsearcher Web Client, Investigate and assess electronic order traffic, including Excel report processing
Care Management Associate
Aetna
New Albany, OH
10.2012 - 09.2018
- Answered incoming calls and electronic faxes from providers and members regarding pre-certification for surgical procedures and ER admits, Referred/transferred callers to appropriate clinical staff, Responsible for initial case review and triage for ER admits/ surgical procedures, Assisted in training staff on electronic correspondence and retro review cases, Accurately and consistently documented each call in the members electronic record, thoroughly completing required actions with a high level of detail
Business Development Agent
Dennis Automotive
Dublin, OH
01.2012 - 09.2012
- Responded to customer inquiries through electronic chat, phone and e-mail in regards to vehicles, Assisted customers with specific questions on automobile features and availability, Set appointments with customers to meet sales staff to complete the car sales transaction, Followed up with customers and verified appointments were met with sales team
Customer Care Representative
Verizon Wireless
Dublin, OH
12.2006 - 12.2011
- Responded to customer inquiries for billing and contract questions via phone, Ordered and activated phones for customers, Performed troubleshooting on phones and broadband equipment to ensure best possible quality and service, Maintained a personal highest quality rating of "leading" in metric ratings on call audits, Resolved customer complaints promptly and professionally, Assisted customers in navigating through website features and functions to locate desired information or products.
Education
High School Diploma -
Pickerington High School
05.1999
Skills
- Medical Terminology
- Detail-Oriented
- Customer Service
- Appointment Scheduling
- Customer Support
- Inbound and Outbound Calling
- Patient Health Information Access
- Verbal and Written Communication
- Data Entry
- Collaboration and Teamwork
- HIPAA Compliance
- Problem-Solving
Accomplishments
2026 P. David DeFroscia Students' Choice Award
Certification
CPR Certified
Timeline
Administrative Specialist CL2: Dental Clinic
University of Maine at Augusta - Bangor Campus
10.2023 - Current
Contact Center Representative
Hachette Book Group Inc.
01.2023 - 09.2023
Care Management Associate
Aetna
10.2012 - 09.2018
Business Development Agent
Dennis Automotive
01.2012 - 09.2012
Customer Care Representative
Verizon Wireless
12.2006 - 12.2011
High School Diploma -
Pickerington High School