Velecia Furch
Little Elm
Summary
Dedicated and technically skilled business professional with a versatile skill set developed through experience with the both the financial and clinical industry (specifically call center representative, hospital secretary and group home management). Excel in resolving employer challenges with innovative solutions, systems and process improvements proven to increase efficiency, customer satisfaction and the bottom line. Offer advanced computer skills in MS Office, Word, and other applications/systems.
Overview
21
21
years of professional experience
Work History
Delivery Driver
DoorDash
Frisco, TX
04.2026 - Current
- Deliver food orders promptly, ensuring customer satisfaction through timely service.
- Navigate local routes effectively, optimizing delivery times while adhering to safety regulations.
- Communicate with customers regarding order status and resolve issues to enhance service quality.
- Maintain accurate records of deliveries and payments, ensuring accountability in all transactions.
Seasonal Customer Service Advocate
Instant Teams
Little Elm, TX
07.2025 - 12.2025
- Answer inbound calls and emails to address client questions, resolve complaints, and troubleshoot issues.
- Assist customers with benefit navigation, explain plan details, and ensure a positive experience throughout their journey.
- Accurately navigate system platforms and scripts to find client information, process post-enrollment activities, and properly document interaction outcomes.
- Manage customer portfolios by driving engagement, retaining users, and identifying account growth opportunities.
Seasonal Customer Service Representative
Cover My Meds By Mckesson
Phoenix, AZ
11.2024 - 02.2025
Document Processor
Touchstone Imaging
Lewisville, Texas
04.2023 - 08.2024
- Schedule Patients for Diagnostic Exams and Procedures
- Assist with Authorization and Verifications
- Checking In / Out Patients
- Answering Multiple Phone Lines
- Provide Accurate and Complete Information to Billing Office
- Insurance Verification
- Ensure Accuracy of Patient Data Entered Into System
- Process Requests and Filing of Patient Record
- Key Accomplishments:
- Deemed able to be self managed – promoted to a fully remote agent
Customer Relations Representative
Haverty’s Furniture Store
Coppell, Texas
10.2022 - 03.2023
- Responsible for competently responding to incoming, outgoing phone calls, pre-and post-delivery calls and email.
- Responsible for using My Service Center to create, maintain and resolve Customer Service issues.
- Responsible for maintaining an action driven To Do list and working the list to keep it current daily.
- Responsible for learning procedural, policy and system enhancements and adapting to changes as they occur.
- Key Accomplishments:
- Promoted to a Level 2 CSR within 3 months of employment
Centralized Scheduler
Baylor Scott & White
Dallas, Texas
10.2020 - 10.2022
- Responds to, and resolves routine inquiries, complaints and concerns through inbound phone calls, emails and electronic requests. Ensures a positive and exemplary experience with all customers by focusing on customer satisfaction and resolution.
- Provides accurate, valid and complete information to customers by using the right methods and tools.
- Identifies emergent health situations based on caller information and coordinates immediate triage.
- Works collaboratively with providers, clinical staff and other departments to ensure patients’ needs are met.
- Responsible for calming upset customers by providing a composed and professional demeanor. Identifies and escalates priority issues for resolution.
- Documents all customer contacts and accurately processes various documents to ensure optimal service.
- Accurately schedules, prepares and communicates appointment details and necessary financial information to facilitate timely arrival, appointment preparedness, preparation testing, and optimal reimbursement, in accordance with system and operating guidelines. May be required to ensure accurate creation of new accounts in the electronic medical record system, avoiding the creation of duplicate accounts, and verifying insurance coverage.
- Writes messages on behalf of patients, caregivers and healthcare professionals to clinic administrative and provider staff.
Benefits Specialist
Fidelity Investments, West Lake, Texas
Westlake, Texas
05.2018 - 10.2022
- Answering customer queries with a professional attitude and manner while adhering to measurable departmental goals.
- Processing transactions accurately.
- Effectively utilizing and navigating internal resources to arrive at the right solution for the client e.g. computer systems, online resources, and business partner relationships.
- Actively participating in Quality Improvement Process
- Demonstrating excellent call handling skills, patience and respect with complex and non-complex calls
- Establishing rapport with customers, making them feel unique and valued.
- Completing Defined Contribution (401K) Plan Training and ongoing education and learning.
- Defining a problem clearly and raising concerns appropriately when necessary.
- Understanding that RSA’s are 'Fidelity’s Voice to Our Customers'.
Member Service Agent/Customer Relations
Teladoc
Lewisville, Texas
10.2015 - 01.2018
- Assisted patients and documented their medical record.
- Ensured superior customer experience by address customer concerns, demonstrating empathy and resolving problems on the spot.
- Developed reputation as an efficient service provider with high levels of accuracy
- Provided an elevated customer experience to generate a loyal clientele.
- Asked open-ended questions to address customer needs.
- Set up and explained new membership contracts.
- Recommended alternative items if product was out of stock.
- Scheduled consultations
- Verifying Insurance eligibility
Unit Technician, Patient Care Assistant
Mother Frances Hospital
Tyler, TX
05.2012 - 10.2015
- Responsible for direct patient operations, patient care, documenting patient observation in real time, providing physician(s) requests to nursing staff in a timely manner (such as prescriptions, physical therapy diagnosis and rehabilitation referrals), ordering supplies/equipment, create follow up appointment packets for discharging patients, advance diets as tolerated (approval by clinical), answering telephone, fax, and e-mail messages consistently related to appropriate co-workers in a timely manner, unit safety, adjust workload, and run errands for department (such as picking up equipment, specimens, and blood products).
- Key Accomplishments:
- Managed a high-volume workload within a deadline-driven environment.
- Became the go-to-person for challenging calls.
- Helped the hospital attain the highest customer service ratings - earning 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
- Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense patient focus and dependability in month performance evaluation.
- Attend voluntary unit based council meetings to learn new ways to enhance team and customer satisfaction and improve productivity.
Direct Care Staff - House Manager
Bluebonnet Homes
Jacksonville, TX
08.2011 - 04.2013
- Responsible for delivering support to individuals as they strive to overcome challenges arising after brain injuries. Direct Care of residents, which includes supporting all resident daily activities: fitness, treatment, and recreational. Collaborate with clinical staff on the implementation of all behavior plans for residents, as well as observe and record information that can further the therapeutic goals of each resident. Transport consumers on errands, appointments and outings. Provide a safe, clean, home-like environment for residents. Assist with a variety of routine household chores, including: shopping, cleaning, preparing meals, etc.
- Key Accomplishments:
- Being promoted from DSC to House Manager
- Gaining leadership ability
- Training new Direct Care Staff
Life Skills Trainer
Neuro Restorative Texas
Tyler, TX
08.2008 - 08.2011
- Responsible for delivering support to individuals as they strive to overcome challenges arising after brain injuries. Direct Care of residents, which includes supporting all resident daily activities: fitness, treatment, and recreational. Collaborate with clinical staff on the implementation of all behavior plans for residents, as well as observe and record information that can further the therapeutic goals of each resident. Transport consumers on errands, appointments and outings. Provide a safe, clean, home-like environment for residents. Assist with a variety of routine household chores, including: shopping, cleaning, preparing meals, etc.
Front End Cashier Customer Service Representative
Wal-Mart
09.2005 - 03.2007
- Greet customers. Receive and disburse money in exchange for items sold. Use of electronic scanners and cash register. Processing credit or debit card transactions and validating checks. Assisting with product returns and shelving merchandise.
- Key Accomplishments:
- Provided the highest level of prompt and friendly customer service which increased client base
- Achieved Employee of the Year Award following excellence in work procedures and mannerisms
- Promoted from Front End Cashier to Customer Service Rep
- Delighted the customers with consistent and pleasant service
- Kept the work area clean, well-stocked, and organized
- Reduced waiting time for customers by providing quick services
- Followed appropriate procedures for cash handling
- Trained 3 junior cashiers
Education
High School -
John Tyler High School
01-2004
Skills
- Teambuilding and Supervision
- New Implementations
- Problem Solving & Resolution
- Record Management
- Report and Document Preparation
- Effective Communication
- Customer Satisfaction
- Patient Care
- Meeting and Event Planning
- Meal Planning
- Budgeting
- Retail Cashier/Remodel
- Positive attitude
- Attention to detail
- Time management
- Dependable and reliable
Timeline
Delivery Driver
DoorDash
04.2026 - Current
Seasonal Customer Service Advocate
Instant Teams
07.2025 - 12.2025
Seasonal Customer Service Representative
Cover My Meds By Mckesson
11.2024 - 02.2025
Document Processor
Touchstone Imaging
04.2023 - 08.2024
Customer Relations Representative
Haverty’s Furniture Store
10.2022 - 03.2023
Centralized Scheduler
Baylor Scott & White
10.2020 - 10.2022
Benefits Specialist
Fidelity Investments, West Lake, Texas
05.2018 - 10.2022
Member Service Agent/Customer Relations
Teladoc
10.2015 - 01.2018
Unit Technician, Patient Care Assistant
Mother Frances Hospital
05.2012 - 10.2015
Direct Care Staff - House Manager
Bluebonnet Homes
08.2011 - 04.2013
Life Skills Trainer
Neuro Restorative Texas
08.2008 - 08.2011
Front End Cashier Customer Service Representative
Wal-Mart
09.2005 - 03.2007
High School -
John Tyler High School