Regina Russell
Columbia
Summary
At this time in my life, I'm looking for work that makes me happy. I enjoy customer service and helping others. I find it gratifying being able to assist a customer and meet their needs.
Experienced and dependable customer specialist with a proven track record of efficiently completing tasks in various settings. Skilled in manual labor, equipment operation, and maintaining a clean and organized workspace. Safety-conscious with a strong work ethic and the ability to adapt to different environments. Ready to contribute to a dynamic team and make a positive impact.
Overview
31
31
years of professional experience
Work History
Communications Specialist
TOA Columbia
Columbia
01.2023 - Current
- Work in the communications room
- Answer multi-line phone
- Direct calls to appropriate designee
- Take messages for Doctors/PAs
- Call incoming referrals and follow up
- Direct communication with patients to help resolve issues
- Familiar with EHR, Microsoft, Nextgen, Mytel
- Worked effectively in team environments to make the workplace more productive.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Call Center Representative
Sleep Solutions and Services LLC
Columbia
03.2019 - 11.2022
- Company Overview: largest company in WA state
- Handled inbound and outbound calls
- Answered multi-line phone system
- Ordered CPAP supplies for the patients
- Worked with team to meet call quotas
- Working REMOTELY since March 2020
- Familiar with CPAP equipment and accessories
- Navigated through computer systems to review information and respond appropriately to callers.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Collected deposits or payments and arranged for billing.
- Offered additional products or services to enhance customer experience.
- Maintained strong call control and quickly worked through scripts to address problems.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
Cashier/Customer Service
Maury Regional Hospital
Columbia
10.2017 - 03.2018
- Processed customer payments quickly and returned exact change and receipts.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Ensured compliance with all safety regulations within the store environment.
- Assisted with food prep, meal preparation
- Answered phone calls to assist customers with questions and orders.
- Worked effectively in team environments to make the workplace more productive.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Completed day-to-day duties accurately and efficiently.
Cashier
Harris Foodland
Columbia
05.2017 - 12.2017
- Discounted purchases by scanning and redeeming coupons.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Stocked shelves with merchandise when needed.
- Verified customer age requirement for alcohol or tobacco purchases.
- Scanned merchandise using point-of-sale system for accurate purchase totals.
- Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
- Processed credit card, cash, and check payments, ensuring all transactions were accurate.
Kitchen Aide
Life Care Centers of America
10.2016 - 02.2017
- Restocked cupboards, refrigerators and service stations with new food items or supplies.
- Organized storage areas for easy access to ingredients when needed for meal preparation.
- Cleaned and sanitized kitchen equipment, utensils and work stations.
- Operated industrial mixers and other food processing machinery to support kitchen operations.
- Prepared variety of foods according to exact instructions and recipe specifications.
- Washed and sanitized plates using industrial dishwashers according to manufacturer instructions.
- Stocked food supplies such as condiments, spices, canned goods and other items in assigned areas.
- Prepared ingredients for meals by washing, peeling, and cutting vegetables and fruits.
- Followed safety protocols while handling hazardous chemicals or sharp objects.
Dispatcher
Region-Wide Transit
Columbia
07.2016 - 09.2016
- Delivered medications to senior living facility
- Received and dispatched calls for emergency services.
- Oversaw communications within assigned territories.
- Prepared daily work and run schedules.
- Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
- Utilized various software systems to facilitate movement, planning and scheduling.
- Maintained logs of all incoming calls and assigned tasks.
- Updated records of driver locations, delays, and cancellations.
- Scheduled or dispatched workers, equipment or service vehicles to locations using radios or telephones.
Special Education Assistant
Maury County Public Schools
01.2014 - 05.2016
- Assisted in the development and implementation of individualized education plans for students with special needs.
- Enhanced lessons using Smart Board technology and computers.
- Provided disabled students with assistive devices and supportive technology.
- Kept students safe in classroom and outside environments.
- Provided one-on-one support to students to help them reach their educational goals.
- Supported classroom teachers by monitoring behaviors of special needs students while they are completing tasks assigned by the teacher.
- Participated in supervision of students during lunch, physical education and after-school extracurricular activities to maintain peaceful and productive environment.
- Prepared handouts, study materials and other teaching aids.
- Prepared visual aids, equipment and classroom displays to foster learning.
- Provided guidance and assistance to ensure that all safety procedures were followed during school activities.
- Worked with students with specialized needs to accomplish tasks and build practical skills.
- Motivated students using feedback and encouragement.
- Provided behavioral interventions when necessary for individual students with challenging behaviors.
- Facilitated social interactions between special needs children and their peers through structured activities such as group games or field trips.
- Instructed students in academic subjects, life skills, and other related areas according to IEPs.
- Provided supplemental supervision in classrooms, schoolyards, and cafeterias.
Substitute Teacher
Maury County Public Schools
08.2011 - 05.2014
- Utilized positive reinforcement to motivate students.
- Supported special needs students by providing individual instruction as needed.
- Enforced classroom routines to keep students on schedule and operating at consistent level.
- Provided classroom instruction outlined in teacher's lesson plans.
- Implemented school policies and procedures in the classroom.
- Maintained accurate records of student performance, attendance and behavior.
- Explained assignments and relayed information from lead teacher.
- Showed Powerpoint Presentations, videos and interactive websites to aid students with comprehension.
- Educated students in various subjects to provide seamless transition during absence of head teacher.
- Graded tests and assignments using head teacher's grading guidelines.
- Supervised students during recess, break times and dismissal periods to prevent injuries and fights.
- Requested as substitute teacher based on excellent referrals and trusted performance.
- Operated computers or audio-visual aids to supplement class presentations.
Secretary/Receptionist
Landers Insurance
05.2008 - 03.2010
- Maintained filing systems for confidential documents; organized files for easy retrieval of information when requested.
- Maintained organized filing system of paper and electronic documents.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Handled confidential documents with discretion.
- Handled incoming calls and directed callers to appropriate department or employee.
- Sorted and distributed incoming faxes, letters and emails for office distribution.
- Performed data entry into computer systems; ensured accuracy of all entered information.
- Operated office equipment such as photocopiers, scanners, and fax machines.
- Responded to customer inquiries via email or telephone in a polite and professional manner.
- Sorted mail and distributed it to appropriate personnel or departments within the organization.
- Updated contact lists on a regular basis; created new contacts as needed.
- Sent and distributed mail and parcels.
- Responded to customer issues to provide immediate resolution and improve retention.
KY State Manager
DIRECT INSURANCE
03.1995 - 05.1999
- Licensed for Property & Casualty insurance in TN and KY
- Assisted with quotes and clients needs
- Wrote auto insurance policies and collected payments
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Monitored customer service levels in each location to ensure quality standards were met.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Collaborated with other departments to ensure compliance with organizational policies and procedures.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Resolved customer complaints promptly, offering appropriate solutions when necessary.
- Ensured that all safety protocols were followed at each location.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Recruited and trained new employees to meet job requirements.
- Conducted interviews with potential candidates for open positions in the region.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Recognized by management for providing exceptional customer service.
- Managed inventory and supplies to ensure materials were available when needed.
- Accepted role as KY State Manager
- Managed 10 offices and 25-30 agents
Unit Secretary
Baptist Hospital of East Tennessee
Knoxville
08.1994 - 03.1995
- Maintained food/snack supply for patients, doctors and nurses
- Worked on the cardiac floor
- Processed physician orders ensuring accuracy of documentation prior to submission for approval.
- Executed clerical tasks and assisted with unit duties to keep departments running smoothly.
- Entered patient information into hospital databases with attention to detail and accuracy.
- Maintained strong and trusting rapport with patients and all healthcare staff to build relationships.
- Monitored and ordered office and medical supplies to maintain inventory levels.
- Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.
- Responded to requests from internal staff regarding patient information in accordance with HIPAA regulations.
- Provided patient information to facilitate timely admissions and discharges.
- Answered phone calls to provide assistance, information, and medical personnel access.
- Assisted nursing staff with administrative tasks such as scheduling appointments, preparing charts.
- Managed unit call reception and routed calls to correct department.
- Transcribed doctors' orders, including medication and lab test requests.
- Collected discharge summaries from nurses or physicians before release of patients from the facility.
- Assisted in patient admission and discharge processes, ensuring smooth transitions.
- Attended regular meetings with department heads to discuss any changes in procedures or policies affecting unit operations.
- Maintained confidentiality of all patient information according to HIPAA guidelines.
- Provided clerical support including filing, faxing, photocopying and data entry of patient information into electronic health record systems.
Collections Representative
EAST TN HEART CONSULTANTS
Knoxville
12.1993 - 08.1994
- Handled collection accounts for Maryville cardiac patients
- Filed insurance claims
- Submitted billing information to patient accounts
- Received payments and posted amounts to customer accounts.
- Reviewed accounts to determine payment plan compliance.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
- Handled irate customers smoothly to achieve performance targets.
- Met demands of busy collections group by performing high volume of daily calls.
- Managed daily operations in collections department to ensure timely debt recovery.
- Prepared and sent out demand letters and collection notices to delinquent accounts.
- Located and notified customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
- Contacted customers to discuss and resolve past due accounts.
- Recorded and updated customer personal accounts with accurate contact information.
- Located and monitored overdue accounts using billing system to begin collections process.
- Ensured compliance with federal and state collections laws and regulations.
- Upheld privacy and security requirements for customer information.
- Processed payments received by mail, phone or online transactions.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
- Followed up on promises made by customers regarding payments or settlements.
- Contacted insurance companies to check status of claim payments.
Education
High School Diploma -
Columbia Central High School
Columbia, TN05-1988
Some College (No Degree) - Business Administration And Management
Columbia State Community College
Columbia, TNSkills
- Special Needs
- Classroom Experience
- Experience Working With Students
- Office experience
- Customer service
- Computer skills
- Typing
- Medical office experience
- Front desk
- Strategic communication
- Crisis communication
- Issue resolution
- Emotional intelligence
- Team collaboration
- Adaptability
- Strategic messaging
- Internal communications
- Time management
- Multitasking Abilities
- Attention to detail
- Information gathering and analysis
- Professional demeanor
Personal Information
Authorized To Work: US
Timeline
Communications Specialist
TOA Columbia
01.2023 - Current
Call Center Representative
Sleep Solutions and Services LLC
03.2019 - 11.2022
Cashier/Customer Service
Maury Regional Hospital
10.2017 - 03.2018
Cashier
Harris Foodland
05.2017 - 12.2017
Kitchen Aide
Life Care Centers of America
10.2016 - 02.2017
Dispatcher
Region-Wide Transit
07.2016 - 09.2016
Special Education Assistant
Maury County Public Schools
01.2014 - 05.2016
Substitute Teacher
Maury County Public Schools
08.2011 - 05.2014
Secretary/Receptionist
Landers Insurance
05.2008 - 03.2010
KY State Manager
DIRECT INSURANCE
03.1995 - 05.1999
Unit Secretary
Baptist Hospital of East Tennessee
08.1994 - 03.1995
Collections Representative
EAST TN HEART CONSULTANTS
12.1993 - 08.1994
High School Diploma -
Columbia Central High School
Some College (No Degree) - Business Administration And Management
Columbia State Community College