Kimberly Odelus
Lawrenceville
Summary
Dynamic and compassionate Customer Service and Healthcare Support Professional with 9+ years of experience delivering high-quality service across medical, insurance, and airline environments. Renowned for empathy, communication, and professionalism in handling patient and customer concerns. Skilled in appointment coordination, issue resolution, and maintaining accurate records under pressure. Passionate about creating positive experiences that strengthen customer loyalty and operational efficiency.
Experienced with creating and maintaining detailed schedules to support project timelines and resource management. Utilizes advanced planning techniques to ensure optimal allocation of resources and smooth workflow. Knowledge of prioritizing tasks and coordinating team efforts to meet deadlines efficiently.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Scheduler & Doctor’s Assistant
EMDI Health Clinic
01.2023 - 01.2025
- Delivered friendly, professional service to all patients both in person and over the phone.
- Scheduled appointments, managed referrals, and followed up on patient care with empathy and accuracy.
- Assisted doctors with patient preparation, medical record updates, and patient communications.
- Verified insurance and payment information while protecting patient confidentiality per HIPAA.
- Resolved patient concerns and scheduling conflicts through proactive communication and problem-solving.
Call Center Representative (The General Car Insurance)
itelBPO Smart Solutions
01.2018 - 01.2020
- Provided courteous, empathetic support to customers handling billing, claims, and coverage inquiries.
- Maintained calm and professionalism during high call volumes, consistently achieving service targets.
- Explained complex insurance policies in clear, simple terms to help customers make informed decisions.
- Recognized by supervisors for superior call quality and excellent customer satisfaction scores.
Bilingual Customer Service Representative
Bahamasair
01.2017 - 01.2018
- Assisted passengers in English and Haitian Creole with bookings, flight changes, and travel needs.
- Resolved ticketing and baggage issues while ensuring each interaction reflected airline brand standards.
- Delivered professional service in high-pressure situations such as delays or cancellations.
- Maintained positive passenger relations through empathy, patience, and proactive assistance.
Front Desk / Guest Services Associate
Memories Grand Bahama Resort
01.2015 - 01.2017
- Welcomed guests with warmth and professionalism, managing check-ins/outs and special requests.
- Responded promptly to guest inquiries and complaints, ensuring complete satisfaction.
- Handled payments, records, and nightly audits accurately.
- Collaborated across departments to deliver seamless, high-quality service experiences.
Education
High School Diploma -
Jack Hayward High School
01.2014
Skills
- Customer Service & Client Relations
- Conflict Resolution & De-escalation
- Medical Scheduling & Patient Coordination
- Call Center Operations & Quality Assurance
- Electronic Medical Records (EMR) & Data Entry
- HIPAA / PCI Compliance & Documentation
- Flight Reservations & Travel Assistance
- Time Management & Multi-Tasking
- Software: Microsoft Office Suite, Google Workspace, EMR systems, CRM platforms, multi-line phone systems
- Typing Speed: 55 WPM
Certification
HIPAA Awareness, Customer Service Excellence
Languages
Bilingual: English & Haitian Creole
Timeline
Scheduler & Doctor’s Assistant
EMDI Health Clinic
01.2023 - 01.2025
Call Center Representative (The General Car Insurance)
itelBPO Smart Solutions
01.2018 - 01.2020
Bilingual Customer Service Representative
Bahamasair
01.2017 - 01.2018
Front Desk / Guest Services Associate
Memories Grand Bahama Resort
01.2015 - 01.2017
High School Diploma -
Jack Hayward High School
Customer Service Strengths
- Builds rapport quickly with patients, customers, and colleagues, fostering trust and satisfaction.
- Handles sensitive situations with tact and empathy, ensuring positive resolutions.
- Communicates clearly and confidently across diverse audiences.
- Consistently recognized for professionalism, teamwork, and a customer-first mindset.
Professional Highlights
- Consistently recognized for exceptional customer service, empathy, and communication skills.
- Trusted bilingual communicator experienced in handling sensitive medical and insurance information.
- Improved scheduling efficiency and customer satisfaction through proactive problem-solving.
- Praised by supervisors, patients, and clients for maintaining professionalism under pressure.