Summary
Overview
Work History
Education
Skills
Hobbies and Interests
References
Timeline
Generic

James Shields

Cleveland,United States

Summary

Eager to revolutionize customer service? Here's why you need me: With a passion for client satisfaction, I excel at turning interactions into lasting impressions. Armed with problem-solving prowess and a toolkit of accounting, resolution, and time management skills, I navigate the customer service landscape with ease. But it doesn't end there—I'm dedicated to continuous learning, currently diving into data analytics through Google certification. My goal? To bring this expertise to your team, driving success and delivering top-notch service.

Overview

10
10
years of professional experience

Work History

Senior Resolution / Supervisor

CVS Health
Solon, United States
11.2020 - 07.2023
  • Handle Escalations: Act as the first point of contact for escalated customer issues, demonstrating empathy, patience, and problem-solving skills to resolve complaints and inquiries promptly and effectively. 2
  • Process Medications: Oversee the accurate processing of medications, ensuring all procedures comply with CVS Health's standards and regulations, while maintaining a keen eye for detail to prevent errors. 3
  • Coding Health Programs: Utilize healthcare coding knowledge to accurately record patient information and treatment details into health programs, ensuring seamless data management and compliance with privacy regulations. 4
  • Senior-Level Assistance: Serve as a mentor and support system for less experienced team members, providing guidance on CVS Health's policies and procedures, best practices for customer interaction, and strategies for problem resolution. 5
  • Interdepartmental Collaboration: Work closely with other departments, including the pharmacy team, to ensure customer needs are met and any issues related to medication dispensing or insurance claims are resolved efficiently. 6
  • Quality Assurance: Regularly review and audit customer interactions and resolutions, identifying areas of improvement and providing constructive feedback to enhance service quality and team performance. 7
  • Continuous Improvement: Stay updated with changes in the healthcare industry, CVS Health's policies, and customer service best practices to continuously improve service delivery and customer satisfaction. 8
  • Training and Development: Assist in the training and development of new hires, sharing knowledge and expertise to help them become efficient and effective representatives of CVS Health.

Senior Resolution / Supervisor

American Greetings
Old Brooklyn, United States
11.2017 - 08.2018
  • Access & Billing Management: Conduct the access and billing operations for digital sales across various brands, including American Greetings, Blue Mountain, and AG
  • This includes processing payments, resolving billing issues, and maintaining accurate records. 2
  • Online Retail Shop Management: Oversee the operations of the online retail shop, ensuring smooth functioning of the digital platform, updating product listings, tracking inventory, and coordinating with the logistics team for timely dispatch and delivery of orders. 3
  • Customer Service: Provide high-quality customer service by addressing customer inquiries and complaints via email, phone, and other channels
  • Resolve issues promptly and accurately to ensure customer satisfaction and loyalty. 4
  • Policy Compliance: Ensure all communications and operations adhere to the varying policies of each brand, maintaining a thorough understanding of these guidelines to uphold standards and mitigate risk. 5
  • Interdepartmental Collaboration: Collaborate with various internal departments such as digital sales, logistics, and the product team to optimize operations and enhance customer experience.

Senior Resolution / Supervisor

Choolah Indian BBQ
, Wholesome International
08.2016 - 05.2017
  • Naan Preparation: Utilize traditional methods and skills to create authentic Indian Naan using a Tandoori Oven
  • This involves understanding the intricacies of dough preparation, shaping, and cooking to achieve the perfect Naan. 2
  • Staff Training: Impart knowledge and training to new employees on various stations, including Naan preparation
  • This responsibility becomes especially crucial during the opening of new stores, ensuring the consistent quality of food across all locations. 3
  • Uphold Restaurant Vision: Stay true to the restaurant's vision of serving quality food and ensuring excellent customer satisfaction
  • This includes maintaining high standards of food preparation and presentation, and addressing customer feedback in a prompt and courteous manner.

Senior Resolution / Supervisor

Chipotle
06.2015 - 11.2016
  • Restaurant Maintenance and Food Preparation: Oversee the cleanliness and organization of the restaurant, while also taking part in food preparation, ensuring meals are prepared to Chipotle's high standards of quality. 2
  • Staff Training and Recruitment: Play a vital role in the recruitment process, conducting interviews for new hires
  • Additionally, train new team members, imparting knowledge about the company's procedures, culture, and standards. 3
  • Multi-Position Management: Demonstrate versatility by running multiple positions throughout the day, including Tortilla, Salsa, Fax, Prep, Cashier, and Training
  • This involves multitasking and effectively managing time to ensure smooth restaurant operations. 4
  • Customer and Employee Communication: Serve as a key contact point, answering phone calls for various purposes such as taking orders, providing information to potential new hires, arranging catering services, and addressing other company-related inquiries.

Senior Resolution / Supervisor

Shawnee State University
Portsmouth, United States
07.2013 - 01.2014
  • Event Planning: Lead the planning, organization, and execution of engaging events for the university community
  • Coordinate logistics, manage budgets, and ensure all events align with university guidelines and objectives. 2
  • Marketing Material Design: Utilize graphic design skills to create compelling marketing materials for events, including flyers, posters, and digital media
  • Ensure all materials accurately represent the event and appeal to the university community. 3
  • Evaluation: Conduct post-event evaluations to measure success and gather feedback
  • Use this information to improve future events and better meet the needs and expectations of the university community.

Education

Foundations: Data, Data, Everywhere -

Google
04.2023

Ask Questions to Make Data-Driven Decisions -

Google
04.2023

Technical Support Fundamentals -

Google
03.2023

Some College (No Degree) - Graphic Design

Shawnee State University
Portsmouth

Shaker Heights High School
06.2010

Skills

  • Decision Making
  • Communication
  • Microsoft Office
  • Adaptability
  • Computer Skills
  • Fast Learner
  • Ability to Multitask
  • Leadership
  • Ability to Work in a Team
  • Communication Skills
  • Ability to Work Under Pressure
  • Customer Service
  • Creative Problem Solving
  • Ability to Learn Quickly
  • Analytical Thinking Skills
  • Data Analysis
  • Medical Terminology
  • Claims Reviewing
  • Summary Reports
  • Medical Care Evaluations
  • Interpreting Coverage
  • Case Management
  • Employee Development
  • Problem Resolution
  • Team Leadership
  • Staff Training
  • Technical Proficiency
  • Documentation and Reporting

Hobbies and Interests

  • Painting
  • Graphic Arts
  • Cooking
  • Traveling
  • Reading Data

References

References available upon request

Timeline

Senior Resolution / Supervisor

CVS Health
11.2020 - 07.2023

Senior Resolution / Supervisor

American Greetings
11.2017 - 08.2018

Senior Resolution / Supervisor

Choolah Indian BBQ
08.2016 - 05.2017

Senior Resolution / Supervisor

Chipotle
06.2015 - 11.2016

Senior Resolution / Supervisor

Shawnee State University
07.2013 - 01.2014

Foundations: Data, Data, Everywhere -

Google

Ask Questions to Make Data-Driven Decisions -

Google

Technical Support Fundamentals -

Google

Some College (No Degree) - Graphic Design

Shawnee State University

Shaker Heights High School

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