Customer Service Medical
Resume:
SHARRON BROWN
Houston, Texas 77014
Home: 281-***-****
*********@*****.***
Dedicated Medical Customer Service Supervisor with 15+ years of experience. “Serve as a key member of interdisciplinary
healthcare team from Room Nurse and Medical Assisting, to Emergency Medical Technician. Assist seven MDs, PA and RN in
ensuring optimal patient care. Consistently achieve record-high ranking in patient care during high volumes of emergency care of
patients.
Respected builder and Leader of Customer-Focused teams ; that instills an enthusiastic commitment to customer service as a key
driver of company goal. Lead by example and ensure the execution of all safety, security, quality and department operations
policies.
Frontline experience in handling emergency situations, with effective communication with internal and external customers.
Proficient in all Microsoft Office Applications and Programs.
Areas of Expertise
Customer Service Management Customer Satisfaction Enhancement Teambuilding & Training
Complaint Handling & Resolution Front-End Supervision Claims and Tracing Strategies
Retail Operations Management Baggage Claim and Restoration Improvement Order Fulfillment
Professional Experience
SOUTHWEST AIRLINES Dallas, TX – Oakland, CA 10/2001 To 08/2009
Claims and Tracing Agent, February 2005- August 2009
Customer Service Supervisor (Baggage Claim and Restoration Improvement), October 2001- February 2005
Promoted to manager position to recruit, train and supervise 25+ customer service reps and airline representatives. Foster an environment
in which guests enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end operations to
ensure friendly and efficient transactions at checkout. Selected Contributions:
Recognized for instrumental role in building effective client relationships, propelling team/employees to improve ranking for
Restoration and Improvement
Reduced staff turnover in 2004, benchmarking a record-setting improvement in staff retention due to the success of employee-
development and morale-building programs.
Ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.
Served on special taskforce charged with turning around under-performing employees. Trained CSRs and managers, and contributed
to significant improvements in customer satisfaction and Baggage Claims.
Exemplified the second-to-none customer service delivery for which Southwest Airlines is nationally renowned in all interactions
with customers.
Hold Agents accountable and utilize the Coaching Log to provide agents with information and feedback that is needed to understand
expectations, policies and procedures.
Work closely with TSA and Ramp Supervisors to ensure securities are in place for accountability of documents and follow the
proper procedures for handling of baggage.
Provide telephone support to Customers and Stations relative to baggage service issues
Evaluate and direct inquiries to the appropriate Agent and/or Station
Act as a liaison between Customer Station and Claims Agent
Develop solutions to baggage service inquiries and claim settlements
SUMMIT MEDICAL WOMENS INSTITUTION. Oakland, CA 01/1998 To 09/2001
Nurse, January 1998- September 2001
Advanced to increasingly responsible positions, culminating in management role with oversight in nursing battered and homeless
women. Maintained high standards in sanitation and safety and complied with regulatory guidelines. Selected Contributions:
Researched and provided information for battered women to find shelter, daycare, jobs, food and clothing .
Introduced training programs that enhanced employee performance and helped build a motivated workforce, provide healthcare and
Social work.
ALMEDA/ SAN LEANDRO HOSPITAL. Oakland, CA 01/1987 To 01/2005
Emergency Room Nurse, January 1998- September 2001
Medical Technician,
EKG and Phlebotomist
Assist doctors with Emergency Room patients. Selected Contributions:
Transcript doctors orders.
Provide medical care for patients
Education and Training
MERRITT COLLEGE, OAKLAND, CA
PHYSICAL THERAPY, SAN DIEGO, CA
EMT SCHOOL, PALO ALTO, CA
SAN FRANCISCO STATE UNIVERSITY, SAN FRANCISCO, CA
OAKLAND COLLEGE OF MEDICAL AND DENTAL, OAKLAND, CA
PHLEBOTOMIST MARIS LABORATORIES, SAN JOSE, CA
Earned 28 credits; concentration in Medical Studies
Training: Completed numerous courses, seminars, and on the job training in customer service, loss prevention, time management,
leadership, and performance assessment.
Contact this candidate