Cindy Smith
Fincastle
Summary
Contact Center Sales and Support Supervisor with 24+ years of experience in leading teams to achieve exceptional customer service and sales results. Demonstrates a strong ability to mentor and develop team members, fostering a collaborative environment that drives performance and innovation. Committed to optimizing operations and enhancing customer satisfaction through strategic planning and effective communication.
Skilled administrative team member with in-depth understanding of medical standards, compliance requirements and operational procedures. Practiced problem-solver with friendly and caring mentality and excellent communication skills. Expertise in inventory management, customer service and inner-office operations.
Overview
34
34
years of professional experience
Work History
Medical Office Specialist
Lewis Gale Medical Center
Salem
02.2025 - Current
- Managed patient scheduling and appointment coordination for efficient office operations.
- Processed insurance claims and verified patient eligibility for coverage.
- Maintained accurate medical records and ensured compliance with privacy regulations.
- Assisted healthcare providers with patient documentation and office procedures.
- Greeted patients upon arrival at the office, checked-in patients, collected necessary paperwork, and provided directions to exam rooms.
- Ensured compliance with HIPAA regulations regarding privacy of patient information.
- Answered and directed incoming calls in a professional manner.
Contact Center Sales and Support Supervisor
Orvis
02.2001 - 02.2025
- Supervise sales floor, ensuring team meets targets and enhances customer satisfaction.
- Led training sessions, improving associate skills and service quality.
- Managed credit audits, reducing fraud and enhancing financial accuracy.
- Oversaw e-learning platform, boosting employee engagement and knowledge.
- Handled payroll and scheduling, optimizing operational efficiency.
- Developed comprehensive training modules for new hires, mentored staff through career development, and fostered collaborative problem-solving environment.
- Analyzed customer interaction data to optimize workflow processes, identify trends, and enhance service quality across multiple channels.
- Streamlined support protocols by introducing digital solutions, resulting in improved first-contact resolution and enhanced customer experience.
- Monitored quality assurance standards, conducted performance reviews, and maintained detailed documentation of team achievements and growth.
- Assisted with the mail room.
- Notarized documents and checks.
- Cultivated high-performing teams through personalised coaching sessions, focusing on individual strengths and professional development paths.
Teller/Customer Service Representative/Documentation Retention
First Union Bank
01.1992 - 01.1999
- Handled customer transactions, opened accounts, balanced vaults, ensuring accuracy and efficiency.
- Answered over 100 daily calls, resolving customer inquiries on accounts, improving satisfaction.
- Managed microfilm retrieval for loan documentation, supporting accurate and timely processing.
- Promoted twice, demonstrating adaptability and commitment to customer service excellence.
- Streamlined documentation workflows and reduced processing time while maintaining strict compliance with banking regulations and security protocols.
- Resolved customer inquiries effectively, provided financial guidance, and maintained strong relationships with diverse clientele through attentive service.
Education
HIGH SCHOOL DIPLOMA -
Lord Botetourt High School
Skills
- Team Leadership
- Conflict Resolution
- Sales Strategy
- Time Management
- Notary
- Day force
- Microsoft Suite
- Excel
- Interviewing
- Patient scheduling
- Insurance verification
- HIPAA compliance
- Medical office equipment
- Medical documentation
- Appointment setting
- Patient confidentiality
- Patient registration
- Patient referrals
- Appointment reminders
- Co-pay collection
- Medical reception
Timeline
Medical Office Specialist
Lewis Gale Medical Center
02.2025 - Current
Contact Center Sales and Support Supervisor
Orvis
02.2001 - 02.2025
Teller/Customer Service Representative/Documentation Retention
First Union Bank
01.1992 - 01.1999
HIGH SCHOOL DIPLOMA -
Lord Botetourt High School