Vanessa Penick
Summary
Experienced office support specialist adept at efficiently managing administrative tasks and enhancing workplace productivity. Collaborative and adaptable team player with a proven track record. Recognized for reliability, effective communication, and proficiency in scheduling, data management, and customer service. Ensures smooth operations and consistently achieves outstanding results.
Overview
16
16
years of professional experience
Work History
Intake Representative
Quipt Homecare
01.2024 - Current
- Handled sensitive client information with compassion while maintaining adherence to organizational policies and procedures.
- Enhanced customer satisfaction by efficiently processing intake forms and accurately entering data into the system.
- Collaborated with team members to address complex cases, resulting in improved case management for clients.
- Streamlined communication between departments through diligent documentation of client information and needs.
- Maintained strict confidentiality of client information, adhering to HIPAA regulations and company policies at all times.
- Maintained accurate and up-to-date client records.
- Completed intake assessment forms and filed clients' charts.
- Communicated with referral sources, physicians, and associated staff to check documentation for proper signatures.
Office Coordinator
Quipt Home Medical
07.2022 - 01.2024
- Served as a point of contact for clients visiting the office, providing exceptional customer service that led to increased client retention rates.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Provided administrative support to staff members, assisting with daily tasks as needed to promote productivity across the organization.
- Increased efficiency by regularly evaluating office workflows and recommending improvements as necessary.
- Oversaw accurate and efficient database management and digital file storage to support operational and recordkeeping requirements.
Billing Specialist
Spectrum
01.2022 - 07.2022
- Communicated billing procedures to customers to effectively resolve billing issues.
- Increased customer satisfaction and business revenue through the addition of channel packages and internet tiers.
- Resolved customer issues by researching and interpreting company policy databases.
Medical Receptionist and Customer Service Specialist
Alternate Solutions Health Network
11.2018 - 05.2021
- Consistently earned an average call quality score of 94%, showcasing proficiency in handling customer inquiries and providing top-tier service.
- Achieved Top Caller Center Specialist award for two months in a row.
- Handled all departmental voicemails independently, ensuring prompt and effective communication.
- Suggested improvements to optimize workflow and increase productivity.
- Utilized Home Care Home Base software on dual screens to manage patient information efficiently.
- Completed comprehensive training to uphold HIPAA regulations and ensure patient confidentiality.
- Achieved three salary increases through exceptional performance and dedication.
Customer Service Agent
TradeGlobal
11.2015 - 06.2018
- Delivered exceptional customer service to three high-end clients, enhancing client satisfaction and loyalty.
- Managed the needs of three clients concurrently, applying thorough knowledge of each company's policies, procedures, and products.
- Achieved an average sales figure of $675.00.
- Delivered efficient and courteous customer service, achieving a 96% call quality within 7 minutes per call.
- Earned 20 Excellence in Customer Service Awards, demonstrating exceptional service skills.
- Guided 13 new agents through training, selected due to outstanding performance.
Summer Intern
Montgomery County Republican Party
05.2013 - 09.2013
- Chosen by Party Chairman for internship based on academic excellence and previous campaign involvement.
- Managed office tasks with minimal supervision at the Party's Headquarters.
- Handled public relations inquiries from callers and visitors, maintaining a professional demeanor.
- Attended multiple political events to represent the Party, increasing visibility and support.
- Supported the organization of two large-scale Party events.
- Developed a comprehensive database to enhance and expand community engagement for the Party.
Campaign Strategist and Press Agent
Jeff Wellbaum for 39th District for Ohio Assembly
03.2012 - 11.2012
- Managed communications with local, state, and national media outlets.
- Represented the campaign in media interactions, effectively communicating key messages.
- Directed campaign messaging strategy during opponent's embezzlement scandal.
- Developed comprehensive messaging and strategy for campaign.
- Developed comprehensive messaging and strategic plans for campaign initiatives.
Seasonal Party Field Representative
Montgomery County Board of Elections
01.2012 - 03.2012
- Selected by Party Chairman for outstanding scholastic achievement and campaign experience to oversee voter and ballot procedures.
- Visited assisted living facilities alongside the Democrat Party Field Representative to oversee fair absentee voting.
Tier Three Client Care Specialist
VRI
06.2011 - 01.2012
- Promoted patient adherence to medication schedules through regular reminder calls.
- Ensured the accuracy of our database by verifying and updating first responders' divisional phone numbers.
Office Assistant
Yaro Supply Company
10.2010 - 06.2011
- Facilitated the seamless transition of government and military shipments by accurately preparing related documents.
- Executed office duties efficiently, including faxing and responding to phone inquiries.
Customer Service Associate
JOANN Fabrics and Crafts
11.2008 - 07.2010
- Assisted customers in selecting and purchasing merchandise, ensuring a high level of satisfaction.
- Maintained store cleanliness by organizing and straightening merchandise.
- Trained 4 new employees to ensure seamless integration into customer service operations.
- Honored with 7 Excellence in Customer Service Awards for outstanding performance.
Communications Strategist
Gary Leitzell for Mayor of Dayton, OH
01.2009 - 11.2009
- Spearheaded a city-wide campaign with a budget under $18,000, successfully challenging a two-time incumbent with over $1M in resources.
- Provided strategic counsel to candidate for addressing the Dayton Daily News endorsement of opponent during a pivotal campaign moment.
- Developed a strategic rebuttal that led to a 6% rise in voter support for the candidate.
- Garnered 15,316 votes, successfully capturing 51.48% of the vote.
- Orchestrated social media initiatives to successfully neutralize competitor activities.
Education
Sophomore Year Completed - Political Science and Communications
Sinclair Community College
Dayton, OH05.2014
Skills
- Customer service
- Positive attitude
- Time management
- Data entry
- Multitasking and organization
- Computer skills
- Problem-solving
- HIPAA regulations
- Strong verbal communication skills
- Dedicated team player
- Scheduling appointments
- Strategic planning
Accomplishments
Trained 13 staff members based on excellence in customer service.
Awarded 55 excellence in customer service awards between 4 companies.
Consistently obtained a call quality score of 94% or more.
Managed teams of volunteers during political campaigns to distribute signs and literature.
Wrote campaign speeches for the candidate that they then gave at public events.
Wrote a newspaper editorial rebuttal for a candidate that increased his vote by 6% and secured his win.
Timeline
Intake Representative
Quipt Homecare
01.2024 - Current
Office Coordinator
Quipt Home Medical
07.2022 - 01.2024
Billing Specialist
Spectrum
01.2022 - 07.2022
Medical Receptionist and Customer Service Specialist
Alternate Solutions Health Network
11.2018 - 05.2021
Customer Service Agent
TradeGlobal
11.2015 - 06.2018
Summer Intern
Montgomery County Republican Party
05.2013 - 09.2013
Campaign Strategist and Press Agent
Jeff Wellbaum for 39th District for Ohio Assembly
03.2012 - 11.2012
Seasonal Party Field Representative
Montgomery County Board of Elections
01.2012 - 03.2012
Tier Three Client Care Specialist
VRI
06.2011 - 01.2012
Office Assistant
Yaro Supply Company
10.2010 - 06.2011
Communications Strategist
Gary Leitzell for Mayor of Dayton, OH
01.2009 - 11.2009
Customer Service Associate
JOANN Fabrics and Crafts
11.2008 - 07.2010
Sophomore Year Completed - Political Science and Communications
Sinclair Community College