1. Michelle L Donaldson
6812 Wise Ave
Saint Louis, Missouri 63139
Phone: (314) 646-7376
Cell: (314) 224-9996
michelledonaldson127@gmail.com
Objective: To fill a position that would utilize my current skills. Also, to obtain a career with my
experience.
AMR Access2Care 08/2011 – Current EMSC – St Louis, Missouri
Customer Service Rep
Completing Denial Reports/ Excel Spread Sheets. Assist CSR’S with member issues, and
system issues. Take Sup Calls when needed. Training CSR’S new protocols. Working close
Supervisors to inform other CSR’S with new protocols and procedures. Answering large inbound
calls for medical transportation requests. Dealing with issues related to transportation needs.
Calling Health Plans for approval needs and verifications. Following Health Plan Protocols.
Dealing with Providers regarding transportation needs. Intake Operator Verifying HIPPA law.
Data Entry
Subject Matter Expert- Supervisor One, 07/2008 - 05/2011
Real-time Results – Maryland Heights, Missouri
AT&T contract.
Team lead – floor support, help CSR's with customer's issues and concerns. Coaching CSR’S.
Amend orders, Provide Technical support for Billing Issues and Current Promotions. Meet
standardized goals and objectives as established by management team. Working close with
Supervisors to inform other CSR’S with new protocols and procedures. Multi-task a variety of
responsibilities at once, while maintaining the highest degree of quality of customer’s service.
Maintain up to date on promotions.
Crew Leader, 09/2005 - 07/2008
Hampton BP – Saint Louis, Missouri
Make bank deposits, Customer service assist customers with purchases. Inventory order Lottery
and other store products. Working close with owner to help with scheduling. Cleaning and
stocking.
Member Service Representative II, 11/2002 - 10/2004
First Community Credit Union – Saint Louis, Missouri
Customer service. Accounts receivables. Answering incoming calls from credit union members.
Wire transfers and Bank account transfers. Help customers' balance checkbooks-- Open/close
accounts.
May 1997 St. Charles Community College Saint Charles, Missouri- Certification of Nursing
Assistance
May 1996 Missouri College Saint Louis, Missouri – Computer Office Assistant
June 1995 GED – Saint Louis, Missouri