Kelly Long, M.S. Email & Phone Number

Fayetteville, Nc, Us

• Assisted clinics daily via phone, chat, and email with scheduling and documentation workflows, billing questions and clearinghouse correspondence, clinic settings and system reporting, and other troubleshooting tasks (outages, consumer feedback, third-party vendor liaison). Handled customer escalations on an as-needed basis when management and leadership were unavailable.• Promoted to Claim Rule Specialist within first six months; this Subject Matter Expertise requires a high-level, nuanced understanding of the system and how different parts of the software work together.• Maintained an average of 99%+ Customer Satisfaction for a full calendar year while consistently averaging 100+ tickets weekly for 6+ months; personal first response time was less than 3 hours, full time to resolution averaged just under 17 hours total. Glowing customer reviews on written survey responses. • Developed team Standard Operating Procedures to identify gaps in workflows and improve efficiency, eliminate redundancies, and facilitate the success of my peers, the brand, and the company overall. • Streamlined and improved communication between teams and other personnel to boost the effectiveness of the Support team when working with implementation, success, enrollments, and product. • Provided boots-on-the-ground feedback during Customer Care software migration of Zendesk to Salesforce. • Volunteered to take notes during staff meetings, led team meetings on specific subject matter and how-to, in addition to hosting “organized fun”, ie holiday downtime, games and activities, etc. • Acquired 3 LinkedIn Certifications – Customer Service: Problem-Solving & Troubleshooting, Phone-based Customer Service, & Building Rapport with Customers

Fayetteville, North Carolina Metropolitan Area

● Calculating, drafting, revising, and booking legally binding contracts with rental clients across the nation via electronic signature technology● Convert each location’s purchase orders into pending sales orders according to radio model, frequency type, accessory options, service packages, and ship-to account & location● Developed several data entry & tracking spreadsheets through Microsoft Excel to record rentals, trade-ins, online sales, warranties, repairs, and claims, etc.; Developed SOPs, training manuals, & trained other colleagues● Kept accounts current by tracking cash sales, credit card transactions, invoices, and purchase orders and notified account owners when action was required to reconcile outstanding orders● Assigning Web Orders to internal sales representatives, tracking sales order numbers and recording tracking numbers to be emailed to clients as well as cancellations & refunds● Reconciling Returned Merchandise Authorizations (RMAs) - investigating reasons for returns, requesting management approval, receiving in & restocking inventory accurately● Inventory Audits – assisting with periodic inventory audits verifying inventory counts are exact. Any discrepancies are researched and corrected.● File, track, & follow up with Fed-Ex claims in a timely fashion related to missing or damaged parcels, both incoming and outbound● Receive, inventory, quality control check, and submit trade-in radios for company rebate from manufacturer

Fayetteville, North Carolina Metropolitan Area

● Scanned thousands of back-logged documents into the PONTEM Cemetery Management Software Database & labeled accordingly; Operated in accordance with confidentiality requirements of end of life affairs● Digitized the Work Order System by creating a comprehensive & detailed Microsoft Form that had results auto-populate maintenance requests to an Excel spreadsheet for tracking & accountability purposes● Greeted guests & answered questions when able to; Assisted park visitors with locating graves; Provided excellent customer service & maintained a manner of “empathetic professionalism”● Assisted general manager & owner with research, phone calls, email outreach, & brainstorming for future park projects; Kept detailed minutes of staff meetings for distribution amongst the team

Hillsborough, Nc

Acted as wholesale customer service representative, explaining the properties & characteristics of different types of leather (pigmented, semi-aniline, pull-up, distressed, full aniline) in order to assist and educate clients about which product would best suit their projects’ needs as well as the amount needed to complete the project (i.e. hide shapes & sizes, anticipated yields, tolerance for natural markings, etc.)Processed phone and email orders via Magento (Leather Hide Store) and BigCommerce (Casper Hill), maintaining accuracy, privacy, and security with clients’ billing, shipping, and payment informationOversaw 30 trade accounts for Leather Hide Store and 70 automotive & furniture upholstery shop accounts for Casper Hill - maintained regular contact, followed up on recently placed orders, stayed abreast of their evolving needs in correspondence to fashion trends, seasonal changes, and demands of individual projects; Researched & prospected new clients for both programs according to their volume and needs Served as point of contact for all online inquiries via OLark live chat and Wufoo by SurveyMonkey, answering client questions promptly and thoroughly to assist them in the leather buying processReviewed product website listings for accuracy such as color, texture, description, price, and quantity, cross-checking with sample library and inventory database for square footage, blemish notes, price per SF, and number of half or full hides availableManaged the company Facebook, Instagram, and Pinterest profiles, responding to messages from existing and prospective clients, creating content for posts, and tracking metrics (follows, likes, shares, etc.)Acted as point of contact for UPS Claims, resolving shipping issues resulting from lost or damaged parcelsAssisted in a major organizational overhaul of the leather sample library for faster, more efficient order fulfillment & ease of use when matching materials to prospective projects

Center For Applied Genomics & Precision Research / Medx Initiative

I maintain the Directors' calendars, scheduling meetings and arranging travel accommodations as well as assembling document portfolios, writing letters of recommendation, and generally managing the everyday office affairs. I draft expense reports and corporate card expenses for reconciliation. I also plan events and prepare materials for symposia as well as lecture series and manage the postings on the MEDx website.

Cellular Biology

I oversee and execute the daily tasks and duties of the office from maintaining correspondence between departments, faculty, and students to budgeting, scheduling, and planning meetings and events for the department. I am the point of the contact for the Department Head as well. I also double as assistant to the Director of Graduate Studies to ensure that our students have all they need from funding to lab time in order to succeed. I am a jack of all trades for the time being.

Raleigh, Nc

I introduce students to the principles of communication from interpersonal to group and team and organizational communication as well as rhetorical theory and media studies in addition to critical cultural comprehension. I also teach Introduction to Writing, a remedial grammar and composition course that equips them with the skills necessary to thrive in a college environment.

Raleigh, Nc

I teach two sections that meet three times a week. I prepare lectures, give presentations, plan in class activities, provide structure with appropriate scheduling of tasks and lesson plans, and grade their progress in this important skill building course.

Raleigh, North Carolina

Marketing, event coordinating, office organization and coordination, advertising, resident retention, customer service, and assistant to the leasing professionals.

Raleigh-Durham, North Carolina Area

I assist faculty with lectures, activities, and test administration as well as grading assignments and helping students better understand the fundamentals of the Communication discipline.

West Bridgewater, Ma

I greet customers with a smile and always go that extra mile to provide a unique dining experience including excellent hospitality and eagerness to grant any wish they have to make their time at one of my tables an enjoyable memory that makes them wish to return and request me again to be their server.

I make copies, do scans, file documents, process paperwork, organize stationary and office supplies, type notes, and send out notifications and e-mails. I also act as a liason between students and professors, assisting students that need questions answered.

Holbrook

I greeted customers at the door and maintained rotation amongst server sections. I would deal with take out orders, any issues that customers raised to me with their experience and I would do my best to make their experience better. I would fix and moderate the games in the arcade, including organizing, distributing, and taking inventory on the prizes at the redemption counter. I was in charge of maintaining the general appearence of the place as well.

Master Of Science (Ms), Communication And Media Studies

Activities and Societies: Sex Positive Students @ NCSUFounder & President of Sex Positive Students @ NCSU

English Writing, Communication And Media Studies

Activities and Societies: Seeds of the Poet Tree, WBIM, Open Mic Night, Social Justice LeagueIntern @ 91.5 WBIM's "Where Ya Been?" Sundays.

High School Diploma

Activities and Societies: Editor in Chief at Cardinal Chronicle school newspaper, choir, drama, creative writing club, literary society