Compassionate Data Entry & Remote Support Specialist
Resume:
Shakela Herring
Fort Lauderdale, FL 33311
***************@*****.***
Professional Summary
Experienced and compassionate Data Entry and Customer Care Representative with over 10 years of experience delivering excellent remote support services. Skilled in phone etiquette, handling sensitive topics including substance abuse, and maintaining highly organized systems for customer documentation and follow-up. Adept at working independently, resolving issues quickly, and ensuring client satisfaction with empathy and professionalism.
Key Skills
Remote Phone Support
Substance Abuse Knowledge
Organizational & Time Management
Active Listening & Conflict Resolution
Call Documentation & Follow-up
CRM Tools (Zendesk, Freshdesk, Salesforce)
Email and Chat Support
Confidentiality & HIPAA Compliance
Professional Experience
Data Entry Specialist/ Member Service Representative.
HealthLine Support Services – Remote
March 2018 – August 2025
Provided phone-based support for clients dealing with healthcare and substance abuse inquiries.
Utilized Excel formulas, pivot tables, and data validation tools to ensure consistency and accuracy of healthcare data entries.
Accurately entered and maintained patient records, lab results, and billing information in Excel spreadsheets for a network of healthcare providers.
Managed large volumes of sensitive healthcare data in Excel, including patient demographics, appointment schedules, and insurance details, ensuring HIPAA compliance.
Utilized Excel formulas, pivot tables, and data validation to track medical inventory, patient visit trends, and healthcare KPIs for clinical reporting.
Updated and reconciled electronic health records (EHR) data into Excel databases for analysis and reporting to health administrators.
Collaborated with clinical and administrative teams to streamline data entry workflows, reducing errors and improving efficiency in healthcare reporting.
Delivered compassionate service to clients seeking referrals, treatment information, or emotional support.
Maintained confidential records and scheduled follow-ups using digital systems.
Resolved up to 80+ calls per day with a 95% satisfaction rating.
Data Entry Specialist/ Member Service Representative.
WellLife Call Center – Remote
February 2013 – February 2018
Handled incoming calls and messages related to healthcare benefits, claims, and referrals.
Assisted clients with addiction and recovery questions, offering empathetic support and guidance.
Organized daily schedules, follow-ups, and task lists to ensure smooth case handling.
Collaborated with healthcare professionals to extract and input data from medical forms and systems into structured Excel files for audits and regulatory submissions.
Streamlined Excel-based data entry workflows for health insurance claims, reducing entry errors and improving processing time by 20%.
Conducted quality checks on Excel spreadsheets containing vaccination records, lab test results, and treatment plans for accuracy and completeness.
Maintained confidential Excel logs of patient interactions and follow-ups for chronic disease management programs.
Front Desk Receptionist / Intake Assistant
Sunrise Recovery Center – Fort Lauderdale, FL
May 2008 – January 2013
Answered multi-line phones, scheduled appointments, and managed client check-ins.
Conducted initial substance use screenings and referred clients to appropriate resources.
Maintained a detailed filing system for over 500 patient records.
Education
High School Diploma, Seagull High School, Fort Lauderdale, FL – 2005
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