Susan L.

Smith
3760 N. 75th St. Milwaukee, WI 53216
414-466-2014
GOAL
Customer support position where my strengths in customer service, problem solving, and ability to work with
customer information will be of value.

QUALIFICATION SUMMARY

• Experienced Customer Representative with over seven years experience in customer service. Sole
intake person for a million dollar Rehab Department.
• Effective communicator with well developed interpersonal skills acquired over 27 years of work related
experience in service oriented fields working directly with the public.
• Highly motivated, ambitious and responsible individual willing to take on additional work or learn
additional skills as needed. Volunteered to take more continuing education credits than any of my
peers in 2006.
• Excellent analytical and problem solving capabilities as demonstrated by being hand selected to be
the first occupy the position of Rehab Intake Specialist at my company. This position requires me to
navigate the complex worlds of Healthcare and Insurances to help my clients gain the equipment they
need to meet their needs.
• Exceptional attendance and reliability record demonstrated by nearly perfect annual attendance.
• Demonstrates ability to work with and maintain confidential information and abides by all state and
federal regulations concerning such information. Participated in two highly successful JCAHO
accreditation inspections at my current employer.
• Effective worker in both team and single settings.
• A highly organized individual demonstrated by developing and maintaining tracking tools for orders
and generating reports based on the data gathered for use in quality assurance.
• Able to prioritize multiple tasks in a busy environment.
• Well versed in the proper use of documentation as a practicing therapist as well as in customer
service.

PROFESSIONAL DEVELOPMENT AND EDUCATION

University of Wisconsin – Milwaukee B.A. Zoology
Milwaukee Area Technical College Associates in Occupational Therapy

• Training in Word, Excel, Word Perfect, FileMaker Pro, and Novell GroupWise computer software
• Multiple continuing education course work in psychology, occupational therapy, durable medical
equipment and disposable supplies, insurance reimbursements, communication and customer service.

PROFESSIONAL EXPERIENCE

Home Care Medical; 5665 S. Westridge Dr. New Berlin, WI 53151.

June, 2000 to February, 2010
Positions Held: Customer Service Specialist; Rehab Intake Specialist

Bel Aire Health Care Center; 9500 N Fon du Lac Ave, Milwaukee, WI 53225
June, 1999 to June, 2000
Position Held: Activity Specialist

Restorative Care at Lakeland Health Care Center; 6302 Odana Rd, Suite 103, Madison, WI 53179
September, 1996 to June, 1999
Position held: Staff C.O.T.A.

Depaul –Belview Health Care Center/Lutheran Social Services - Facility closed

March, 1995 to September, 1996
Position Held: Staff C.O.T.A.