Customer Service Experience

MANOR, US, ***** • *************@*****.*** • +1-512-***-****

SHARDE STEWART

Customer Experience Specialist

PROFESSIONAL SUMMARY

Customer Experience Specialist with extensive expertise in enhancing client satisfaction and streamlining workflows through data-driven improvements. Demonstrates strong leadership in team mentoring and interdepartmental collaboration, driving performance and achieving organizational goals. Passionate about leveraging analytical thinking and problem-solving skills to deliver innovative solutions that elevate service quality. EMPLOYMENT HISTORY

CUSTOMER EXPERIENCE SPECIALIST (ADVISOR) Jan 2019 - Nov 2024 Natera Austin, TX

CUSTOMER SERVICE/ INTAKE SPECIALIST Jan 2015 - Dec 2019 Austin Travis County Integral Care Austin, TX

• Data enters information using Caseworker and The Clinical Manager software. Collaborates with government agencies, private sector organizations, and citizens. Organizes community task force to communicate and increase community participation. Provides short and long term case management. Conducts a medical, psychosocial and environmental assessment of clients through personal interviews, observation and other methods to determine clinical and other resources and services required. Assists in developing treatment and intervention programs and recommending service plans for clients. Presents potential diagnosis based on established criteria. Coordinates referral of clients to clinical and other resources and services and monitors client progress. Resolves obstacles to service delivery. Processing new client intake info

• Creating new demographics and scheduling patient appointments. Providing clients with the best programs and resources. Determining if a person is in crisis or a suicide risk and getting them immediate help if needed. CUSTOMER SERVICE May 2012 - Jan 2015

Lone Star Overnight Austin, TX

• Demonstrates consultative behaviors in a retail environment to understand each customer's individualized need. Provides customer expertise in printing, signs and graphics and shipping product lines and can recommend appropriate products and services. Provides an outstanding customer service experience by using consultative skills to anticipate customer needs, suggest alternatives, and find solutions to meet customer needs. Ensures all customer problems are resolved quickly and to the satisfaction of the customer. Takes complex customer orders using order systems and provides accurate pricing information. Assembles parcels and prepares goods for shipping by wrapping items in insulation, inserting items into shipping containers, weighing packages, and affixing labels to parcels. Sets up and operates printing, binding, and other related equipment using customer supplied original media and documents.

CUSTOMER SERVICE Nov 2010 - Jan 2012

TMHP/Texas HIPAA Austin, TX

• Enrollment Broker customer service- Organizational, interpersonal written and verbal skills, ability to interact courteously and effectively with a variety of people, ability to perform comfortably in a fast-pace deadline oriented work environment, to work as a team member being attentional to detail as well as working independently. Enrolling Medicaid recipients with a medical and dental plan within the STAR or STAR+PLUS program while explaining the differences between the health and dental plans in the recipient's area. Providing info to the customers in a professional manner, performing accurately data entry, receiving and responding to telephone calls, and performing other clerical duties. Resolve customer inquiries, boosting satisfaction and service quality. Coordinate with sales for seamless account setup and order processing. Document interactions to enhance service efficiency and accuracy. Schedule genetic counseling and phlebotomy for optimal patient care. Mentor new team members, improving departmental cohesion and performance. Optimize customer service processes, reducing response times and enhancing satisfaction rates through data-driven improvements and strategic workflow modifications. Develop and implement novel approaches to genetic counseling appointment scheduling, resulting in increased test completion rates and improved patient care. Foster interdepartmental synergy by bridging communication gaps between sales and customer service, streamlining account setup and order processing workflows. Drive team performance through targeted mentoring initiatives, significantly boosting productivity and enhancing overall service quality metrics. Maintain comprehensive customer interaction records, ensuring accurate follow-ups and facilitating data-driven decisions to continually refine service delivery. Facilitated seamless account setup and order processing by bridging communication gaps between sales and customer service teams.Analyzed customer service data to identify bottlenecks, implementing targeted solutions that reduced response times and enhanced satisfaction rates. Spearheaded mentoring initiatives that significantly boosted team productivity and elevated overall service quality metrics. ESCALATED CSR REP Oct 2008 - Aug 2010

Sears Holding Corp Round Rock, TX

• Taking escalated calls independently analyzing the situation, research, interpret policy using good judgment and skills within and outside existing policies to determine and execute an affective and satisfactory resolution within required response deadline. Overseeing the exchange and return of equipment to the customer's satisfaction. Processing gift cards, and purchases from consumer. Collecting customer information to set up accounts and keeping balanced accounts. Establishing a personal and continual communication with the customer through the complaint resolution process. EDUCATION

DIPLOMA Aug 2005

LBJ High School Austin, TX

COURSES

CUSTOMER EXPERIENCE SPECIALIST (ADVISOR) Jan 2019 - Present Natera-Austin, TX

CUSTOMER SERVICE/ INTAKE SPECIALIST Jan 2015 - Dec 2019 Austin Travis County Integral Care-Austin, TX

CUSTOMER SERVICE May 2012 - Jan 2015

Lone Star Overnight-Austin, TX

CUSTOMER SERVICE Nov 2010 - Jan 2012

TMHP/Texas HIPAA-Austin, TX

ESCALATED CSR REP Oct 2008 - Aug 2010

Sears Holding Corp-Round Rock, TX

SKILLS

Customer service, Data entry, Communication, Administrative, Sales, Medical billing, Account management, CRM software, EMR systems, Salesforce, Microsoft Office, Documentation, Call center, Problem-solving, Multitasking, Team leadership, Conflict resolution, Time management, Client advocacy, Analytical thinking, Project management, Mentoring, Crisis intervention, Patient advocacy, Workflow optimization, Interdepartmental collaboration, Community engagement.

Contact this candidate