Wendesha Mcfarland
Durham,NC
Summary
Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Analyst, Provider Schedule Maintenance
Duke Health System
Durham, NC
02.2023 - Current
- Collaborated with stakeholders to contribute recommendations and deliver client objectives.
- Identified risks and assessed potential impact, consulting with clients to prepare mitigation plan.
- Leveraged proven workflow and technology systems to produce effective strategies for clients.
- Identified needs of customers promptly and efficiently.
- Organized client meetings to provide project updates.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Participated in regular meetings with management to assess and address issues and identify and implement improvements.
Guest Service Representative
CMC Hotels- Marriott
Durham, NC
07.2022 - Current
- Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
- Maintained smooth operations by correctly assigning rooms and coordinating guest check-ins and check-outs.
- Maintained important files, running reports and delivering updates on occupancy and revenue.
- Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.
- Cultivated professional relationships with guests, improving customer retention through coordinated service.
- Arranged special accommodations for guests to enhance visitor experiences.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
Call Center Quality Analyst
Duke Health
Durham, NC
06.2016 - 01.2023
- Assessed work performance for each employee within department, providing constructive criticism regarding handling of job tasks.
- Evaluated internal systems and prepared training initiatives to mitigate ongoing problems.
- Assessed employees through on-site observation and interviews to determine strengths and weaknesses in work performance, methods and team functions.
- Researched and led investigations into various areas to drive improvements and devise new processes.
- Documented research findings and prepared polished reports highlighting results and potential improvement strategies.
- Collaborated with management to assess current needs, trends and deficiencies in order to develop targeted training programs.
- Worked closely with employees after training to check on progress and provide further instruction.
Patient Service Representative
Duke Health
Durham, NC
03.2015 - 06.2016
- Coordinated with patients and healthcare professionals to meet patient needs.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
- Facilitated communication between patients, medical and administrative staff, administrative staff and regulatory agencies.
- Supervised team of representatives by monitoring patient satisfaction, assessing performance and resolving complaints.
- Supported hospital and clinic operations using customer service skills and detailed system knowledge.
Account Intake Specialist
Blue Cross and Blue Shield
Durham, NC
07.2014 - 03.2015
- Answered and logged incoming inquiries via phone, fax and email.
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
- Managed average of 70 patients per day and processed new claims utilizing appropriate adjudication system.
- Verified patients had proper insurance coverage prior to procedures or appointment scheduling.
- Instructed clients on amounts covered under benefits plans in easy-to-understand terminology.
- Processed claims for payment or forwarded to appropriate personnel for further investigation
Client Service Specialist
SunTrust
Durham, NC
01.2013 - 07.2014
- Greeted incoming customers to provide immediate, friendly and knowledgeable support.
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
- Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
- Identified customer financial needs, goals and objectives and offered appropriate financial products to suit needs.
- Opened new checking, savings and lines of credit for customer accounts.
- Reconciled cash and checks against computer records at end of shift.
Floor Supervisor/Customer Service Representative
Kroger
Durham, NC
04.2006 - 04.2012
- Coordinated schedule to maintain appropriate staff coverage.
- Resolved customer complaints or answered customers' questions.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Routed calls from multiple sites to correct personnel and assisted with complex cases.
Education
BBA - Finance
05.2013
Skills
- Problem-Solving
- Staff Training
- Analytical Thinking
- Giving Constructive Feedback
- Project Management
- Customer Relationship Management
- Quality Assurance
- Detail Oriented
- Task Prioritization
- Customer Service
- Information Processing
- Deadline Adherence
- Root Cause Analysis
- Multiple Priorities Management
- Technical Support
Certification
- Licensed NC Real Estate Broker - 2023
- Cadence Certified, Epic - 2023
Timeline
Analyst, Provider Schedule Maintenance - Duke Health System
02.2023 - Current
Guest Service Representative - CMC Hotels- Marriott
07.2022 - Current
Call Center Quality Analyst - Duke Health
06.2016 - 01.2023
Patient Service Representative - Duke Health
03.2015 - 06.2016
Account Intake Specialist - Blue Cross and Blue Shield
07.2014 - 03.2015
Client Service Specialist - SunTrust
01.2013 - 07.2014
Floor Supervisor/Customer Service Representative - Kroger
04.2006 - 04.2012
North Carolina Central University - BBA, Finance
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