Data Entry Clerk with 20+ Years of Client-Centric Support

Shawna Kelnar

Calgary AB, ******.******@****.** 1+403-***-****

LinkedIn: https://www.linkedin.com/in/shawna-kelnar-a23326102

Data Entry Clerk – GoHealth 360

Dear Hiring Committee,

Health Care can be complex, but the right conversation can make all the difference. With over two decades of experience guiding customers through technical and administrative challenges, I’ve learned that exceptional service isn’t just about solving problems. It’s about creating moments where people feel genuinely supported. That’s why I’m excited to apply my skills to GoHealth 360, where client experience is at the heart of everything you do.

My career has been built on translating complicated information into clear solutions. At ADT by TELUS and Rogers, I helped customers navigate alarm system issues with patience and precision, earning consistent praise for my ability to turn frustration into satisfaction. At Careica Health, I coordinated sleep study appointments with meticulous attention to detail, ensuring patients received seamless care when picking up sleep monitors in order to complete sleep studies in their own home. These experiences taught me how to balance efficiency with empathy, a skill I know is invaluable in supporting your clients & team members.

What draws me to GoHealth 360 is not only the commitment of creating a culture of trust, transparency and open communication with both consumers & employees but your mission to enhance the lives of consumers by providing seamless, data-driven solutions that empower them to make more informed decisions, which in the end are smarter decisions. I thrive in environments where service goes beyond transactions and becomes a way to make a real impact. My background in both technical support and healthcare administration has given me the adaptability to handle diverse inquiries, from billing questions to benefit explanations, always with a focus on clarity and care.

I would welcome the opportunity to bring my problem-solving approach and dedication to meaningful service to your team. Thank you for your time and consideration. I look forward to the possibility of contributing to your mission of exceptional client experiences.

Sincerely,

Shawna Kelnar

Shawna Kelnar

Calgary AB, ******.******@****.** 1+403-***-****

LinkedIn: https://www.linkedin.com/in/shawna-kelnar-a23326102

Data Entry Clerk – GoHealth 360

PROFILE SUMMARY

Customer Service Specialist with 20+ years in retail/call centers and 1+ years in fast-paced clinical settings who, displays a positive-can do attitude at all times. Expert in handling complex account inquiries, educating members on company plans, and resolving issues efficiently. Proficient in Salesforce, DMS, EMR & Bizwiz systems while maintaining strict confidentiality. Proven track record of delivering exceptional service with a solutions-focused approach, to perfectly align with GoHealth 360 commitment to client satisfaction.

CORE COMPETENCIES

MS Office Suite Abilities CRM Proficiency Customer Service Excellence Office Administration Abilities Problem Resolution Abilities Adaptable Detail Oriented Technical Proficiency Efficient Inbound and Outbound Call Management Abilities Continual Learner De-escalation Abilities Team Player or/& Independent Working Abilities Multi-Line Phone System Abilities Organizational Abilities Multi-tasking Abilities Time Management Abilities Reliable Mentorship Abilities

SKILLS SUMMARY

Demonstrated top performance in highly collaborative settings to deliver the highest quality customer experiences by consistently receiving top survey marks on the team from customers after our phone interactions.

Serve as the first point of contact, utilizing omni-channel communication tools such as live chat and phone to address customer needs effectively.

Built and maintain strong relationships as a relationship owner while educating and assisting customers with innovative solutions by receiving kudos from customers after helping to solve very negative customer interactions with other agents/departments.

Identified customer issues by using active listening skills to implement solutions, and champion the voice of the customer to drive continuous improvements.

Leveraged an investigative mindset while guiding customers through troubleshooting, a passion for new technologies, and self-competition to meet performance objectives and productivity targets.

Provided value added services while providing superior customer service, embraced change as the company grew after being acquired by another, and exceed high accountability standards.

Thrive in rapid-paced environments with frequent feedback, career progression, and constant learning opportunities.

PROFESSIONAL EXPERIENCE

Appointment Specialist 2025-Present

Groundworks Calgary, Alberta

Maintained consistent handling of both incoming/outbound calls to efficiently book appointments in various branches throughout the United Sates & Canada.

Exhibited continual high scores for call quality in all my calls throughout the day.

Technical Support/Customer Service/Loyalty Representative 2018-2024

ADT by TELUS Calgary, Alberta

Utilized strong communication skills to walk customers through alarm system diagnostics, minimizing service calls and enhancing customer satisfaction.

Provided comprehensive billing support and education, effectively addressing customer concerns and reducing repeat inquiries.

Earned commendations for employing empathy and active listening to transform negative customer experiences into positive outcomes.

Customer Service Coordinator 2016-2018

Careica Health Calgary, Alberta

Boosted administrative productivity, performed patient charting, and managed EMR system used by the company after receiving referrals from clinics around Calgary for patients to complete sleep apnea/pulmonary function testing.

Orchestrated patient appointments for sleep apnea studies at Careica clinics, maintaining efficient scheduling between clients and sleep specialists.

Technical Support Representative 2007-2016

Rogers Calgary, Alberta

Demonstrated excellence in technical support by effectively guiding customers through satellite troubleshooting, minimizing the need for on-site technician visits.

Streamlined field operations by managing work order documentation, allowing technicians to focus on service delivery during high-volume periods.

EDUCATION AND CERTIFICATION

Medical Terminology Completed 2016

Calgary Public Library, Calgary, Alberta

Veterinary Administrative Assistant Certificate Completed with honors 2006-2007

NAIT, St. Albert, Alberta

Bachelor of Science (Courses completed Anatomy, Sociology, etc.) 2003-2006

Red Deer Community College, Red Deer, Alberta

Shawna Kelnar Calgary AB, ******.******@****.** 403-***-****

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