Service Representative Care Coordinator

Shadonna M Souser

To continue my career within an organization that will utilize my lean management skills for the maximum growth of me & the company

WORK EXPERIENCE

Brookdale Senior Assisted Living

Resident Care Coordinator/Medication Technician

09.21-Current

Assessed need for, ordered and obtained appropriate lab tests

Ensured efficacy of treatments through monitoring of treatment regimens

Strong leader for nursing personnel assigned to the unit/shift

Liaison between dept. & families ensuring resident medications and overall lifestyle is positive

Coordinated care for as many as thirty residents including medication management and admissions

Organized offices which helped productivity at the facility

Oversaw and managed 2-10 clinical staff in patient care activities

Pharmacological and non-pharmacological management, incl. treatment of various disorders/diseases

CCC Intelligent Solutions

Customer Service Representative

09.21-09.2022

•Answered multiple insurance inquiries aiming to resolve customer concerns/complaints and service requests

•Processed requests, orders aiming to find effective solutions

•Communication with management on streamlining processes to ensure client insurance claims are handled in a timely manner

• Technical support to collision repairers, insurance carriers, recyclers and independent appraisers

Vertical Supply Group

International Client Relations Specialist

06.2018-09.2021

• Resolved an average of 175 inquires in any given timeframe met performance benchmarks in speed, accuracy & volume

• Became the lead “go-to” person for all new representatives

• Commended for initiative, persuasiveness and intense customer focus & dependability

• Trained employees in using Six Sigma techniques, as well as in basic duties and how to conduct calls

• Able to research and manage highly complicated accounts to assist upper management

•Typed Memos, correspondence and reports including follow-ups to customer on accounts delinquent

• Managed schedules to maximize time and efficiency

Laboratory Corporation of America

Healthcare Billing Specialist

02.2014 -04.2018

• Performs data entry functions for account billing using a multi-line system

• Completes production reports daily

• Provides customers with superior service ensuring the company is paid in a timely manner

• Meet production & quality standards based upon metrics set within the company

• Utilizes different Standard Operating Procedures (SOPs) to process information into the system

• Contact delinquent customers to secure payment

• Generated weekly aging reports

APAC-EGS

Customer Service Representative

12.2012 -02.2014

• Collaborated with customers to provide and process information regarding inquiries, concerns & requests

• Assisted in supervising call queue & tracked inbound calls and abandonment rate

• Extended alternative solutions where relevant, with the goal of keeping the client’s business

• Conveyed service and support to customers utilizing and operating phone software via Internet

• Networked with supervisors gathering information to issues while following standard company guidelines

• Accurately processed & recorded call occurrences using a computer & designated tracking software

• Consistently stayed current with system information, changes & updates

• Researched job-related information using available resources

EDUCATION

Sullivan County Community College

2009-08

Bronx High School for Law & Community Service

CERTIFICATIONS/LICENSES

Six Sigma Yellow Belt Certified; Medication Technician; CPR

Professional Skills:

• Independent & Team strength

• Adaptability in new situations, welcoming challenges and opportunities

• Excellent interpersonal, presentation, employee & project management skills

• Strong analytical problem solving and organizational skills

• Proficient in Microsoft Office Suite (Word, Excel, Power point) 80 WPM

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