DENISE SEALEY
Tobyhanna
Summary
Results-driven Customer Experience Specialist with 10+ years of high-volume customer service, financial services, and issue-resolution expertise. Proven track record of improving customer satisfaction, accelerating issue resolution, and ensuring strict compliance in regulated environments. Skilled in fraud detection, account investigations, and de-escalation across phone, email, and chat channels. Adept at delivering measurable service outcomes, enhancing workflows, and supporting cross-functional teams. Currently pursuing a Criminal Justice degree to strengthen analytical and fraud-prevention capabilities.
Overview
21
21
years of professional experience
Work History
Direct Support Professional
Onewell Healthcare
09.2023 - Current
- Maintain 100% compliance with confidentiality and documentation standards by managing sensitive client records and incident reports.
- Respond to emergencies with rapid decision-making, improving crisis response efficiency and client safety.
- Ensure accurate daily reporting, contributing to audit readiness and operational transparency.
- Assisted clients in developing social skills and community involvement.
- Documented client progress and communicated with healthcare teams.
Kitchen Supervisor
Monroe County Correctional Facility
Stroudsburg
09.2020 - 08.2023
- Supervised a 12+ member team, enforcing facility, safety, and compliance protocols with zero security violations.
- Reduced supply waste by 15% by implementing inventory controls, audits, and workflow improvements.
- Delivered hands-on training that resulted in 100% audit readiness and consistent adherence to regulatory standards.
Customer Experience Representative
Stericycle
Dunmore
02.2017 - 03.2020
- Managed 60+ customer interactions per day (phone, email, chat), consistently maintaining 95% satisfaction scores.
- Resolved high-complexity billing issues and service discrepancies with 98% accuracy.
- Identified and escalated high-risk, fraudulent, or suspicious activity, reducing account vulnerability.
- Partnered with Quality Assurance to refine fraud-prevention workflows, improving case-resolution speed by 20%.
Customer Service Representative
Department of Veteran Affairs
Moosic
08.2014 - 02.2017
- Handled 80-100 calls per shift with exceptional accuracy while supporting veterans, medical providers, and hospital staff.
- Investigated and escalated potential fraud or unauthorized activity in accordance with federal guidelines.
- Updated member accounts with a 25% reduction in data-entry errors through improved verification procedures.
- Provided empathetic, high-quality support to a diverse population with complex service needs.
Dietary Aide
Creedmoor Psychiatric Center
Queens Village
05.2005 - 08.2014
- Ensured food-service and inventory documentation met health, safety, and compliance standards.
- Supported process improvements that increased meal-service efficiency and reduced supply shortages.
Education
Criminal Justice -
University of Phoenix
Tempe, AZ09.2026
Humanities Preparatory Academy
New York, NYSkills
- Customer Experience Optimization
- High-Volume Call Center Operations
- Fraud Detection & Account Investigation
- Complaint Resolution & Escalation Management
- CRM Systems (Salesforce, Zendesk, proprietary CRMs)
- Quality Assurance & Compliance
- Data Accuracy & Documentation
- Cross-Functional Communication
- De-escalation & Conflict Resolution
- Process Improvement & Risk Mitigation
- CRM Platforms (Salesforce, Zendesk, Five9, RingCentral)
- Microsoft Office Suite (Excel, Word, Outlook)
- Ticketing & Case Management Systems
- Secure Data-Entry Tools & Compliance Software
Timeline
Direct Support Professional
Onewell Healthcare
09.2023 - Current
Kitchen Supervisor
Monroe County Correctional Facility
09.2020 - 08.2023
Customer Experience Representative
Stericycle
02.2017 - 03.2020
Customer Service Representative
Department of Veteran Affairs
08.2014 - 02.2017
Dietary Aide
Creedmoor Psychiatric Center
05.2005 - 08.2014
Criminal Justice -
University of Phoenix
Humanities Preparatory Academy