Kelsey Rouse
Bel Air
Overview
13
13
years of professional experience
Work History
Member Services Specialist – Member Service Center
APGFCU (Aberdeen Proving Ground Federal Credit Union)
10.2023 - Current
- Provide exceptional member service through phone-based support, focusing on positive member experiences and issue resolution. Assist members with account inquiries, transactions, and financial services. Participate in testing and implementation of new phone system technology (was a tester for Genesys phone system). Contribute to department projects within the Member Service Center to improve efficiency and service quality (currently working with Professional Development as a SME as part of a project to assist in improving call center). I have also assisted with training new hires as a Mentor in MSC since October 2024. Cross trained in Sales to help assist with loan application calls.
Senior Optician/Lead Optical Supervisor
Visionworks
04.2012 - 10.2023
- Performed pre-testing, insert/removal contact lens training, scheduling appointments, verifying insurances, and pulling records from EMR. Assisted with glasses selection, filling prescriptions, and providing best lens/frame recommendations. Resolved any patient complaints and provided coaching sessions with employees. High knowledge of vision insurance and claims, including VSP, Superior, Versant, Medicaid, NVA, Davis Vision, and others. Led staff training for new hires, supervised optical operations, and ensured compliance with EMR/EHR and HIPAA standards.
Education
High School Diploma -
C. Milton Wright High School
Bel Air, MD05.2011
Skills
- Computer Skills (12 years)
- Medical Office Experience (10 years)
- Medical Receptionist (10 years)
- Medical Terminology
- Optical Experience (10 years)
- EMR Systems (10 years)
- Supervising Experience (10 years)
- Medical Records (10 years)
- Medical Scheduling
- Call Center Operations (2 years)
- Financial Services Member Support
- Positive Member Experience
- Phone System Testing & Implementation
- Problem Resolution & Escalation Handling (12 years)
- Project Collaboration – Member Service Center
- Customer Service (14 years)
- Insurance Verification (10 years)
- HIPAA (10 years)
- Sales (12 years)
Timeline
Member Services Specialist – Member Service Center
APGFCU (Aberdeen Proving Ground Federal Credit Union)
10.2023 - Current
Senior Optician/Lead Optical Supervisor
Visionworks
04.2012 - 10.2023
High School Diploma -
C. Milton Wright High School
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