SHONDRA JONES
WACO, TX *****
***********@*****.***
OBJECTIVE
A DEDICATED AND DETAIL-ORIENTED PROFESSIONAL WITH SIGNIFICANT EXPERIENCE IN CUSTOMER SERVICE, DATA ENTRY, AND ADMINISTRATIVE ROLES WITHIN THE HEALTHCARE SECTOR. DEMONSTRATED SUCCESS IN MANAGING COMMUNICATION, RESOLVING ISSUES, AND IMPROVING PROCESS EFFICIENCY. SEEKING TO LEVERAGE MY EXPERIENCE AND SKILLS IN A NEW ROLE FOCUSED ON DELIVERING HIGH-QUALITY SERVICE AND OPERATIONAL EXCELLENCE. WORK EXPERIENCE
DEPT OF VETERAN AFFAIRS – CONTACT REPRESENTATIVE (PCC) DORIS MILLER VAMC GS LEVEL: 66
10/15/2015 – PRESENT
• PROCESS AND FILL MEDICATIONS PROMPTLY; TRACK PRESCRIPTION STATUS, EDUCATE VETERANS ON OBTAINING REFILLS, AND PROVIDE APPOINTMENT INFORMATION.
• HANDLE MEDICATION REQUESTS WITH 100% ACCURACY AND ENSURE CLARITY REGARDING THE RETURNED MEDICATION POLICY AND MEDICATION PROFILES.
• RESPOND TO TELEPHONE INQUIRIES FROM VETERANS, FAMILY MEMBERS, AND LEGAL REPRESENTATIVES, RESOLVING ADMINISTRATIVE PHARMACY ISSUES WITH EXCELLENT CUSTOMER SERVICE.
• ANALYZE DATA AND INTERPRET VA DATA PROCESSING SYSTEMS TO IDENTIFY AND RESOLVE ISSUES THROUGH IN-DEPTH RESEARCH.
• CONDUCT QUALITY CONTROL ON PCC CALL HANDLING AND SERVICE REQUEST MANAGEMENT FOR CONSISTENCY, ACCURACY, AND EFFICIENCY.
• COLLABORATE WITH TEAM MEMBERS, ASSISTING IN DAILY TASKS, SOLVING WORK-RELATED CHALLENGES, AND CONTRIBUTING TO TEAM PERFORMANCE EVALUATIONS.
• WORK INDEPENDENTLY, MAKING SOUND DECISIONS WITH MINIMAL SUPERVISION WHILE KEEPING SUPERVISORS INFORMED OF TEAM PROGRESS. DWYER GROUP – DATA ENTRY CLERK
03/03/2015 – 09/25/2015
• COMPLETED DATA ENTRY ASSIGNMENTS WHILE MAINTAINING A HIGH LEVEL OF ACCURACY AND QUALITY.
• CONTACTED CUSTOMERS TO RESOLVE ISSUES WITH THEIR SOURCE DATA, ENSURING DATA INTEGRITY AND TIMELINESS.
• MAINTAINED DATA ENTRY QUALITY STANDARDS AND FULFILLED DUTIES OF PREPARING, VERIFYING, AND PROCESSING CUSTOMER INFORMATION.
• DEVELOPED AND SUBMITTED MONTHLY REPORTS, CONTRIBUTING TO PROCESS IMPROVEMENTS AND EFFICIENCY. SKILLS
• TEAMWORK & PROBLEM SOLVING
• VERBAL & WRITTEN COMMUNICATION
• CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEMS
• ENTERPRISE RESOURCE PLANNING (ERP) SOFTWARE
• CUSTOMER SERVICE & CLIENT RELATIONS
• INTERPERSONAL SKILLS
EDUCATION
LANCASTER HIGH SCHOOL
LANCASTER, TEXAS 75146 GRADUATED: 2002
REFERENCES
AVAILABLE UPON REQUEST.