Kwanna Sherard
Iva,SC
Summary
Proficient and caring nursing team member offering outstanding patient-facing experience. Adept at addressing patient needs with compassionate care and attention to detail. Diligent about maximizing satisfaction, safety and wellness while serving patients of all backgrounds.
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Focused Administrative Specialist handling diverse administrative functions. Proven history managing competing priorities in fast-paced and rapidly changing environments.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Patient Care Assistant
Senior Helpers
03.2023 - Current
- Collaborated with interdisciplinary teams to develop individualized care plans for each patient''s unique needs.
- Prioritized confidentiality by diligently adhering to HIPAA regulations when handling sensitive patient information.
- Responded to patient emergencies with immediate care and notified clinicians to provide comprehensive assistance.
- Upheld confidentiality requirements and regulatory compliance guidelines.
- Reduced caregiver burnout by providing respite care, allowing family members time to rest and recharge.
- Attended to patient and family's immediate needs and concerns by acknowledging and providing required attention.
- Enhanced patient comfort by providing compassionate and attentive care.
- Maintained clean and safe environment to promote patient safety and comfort.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
Customer Service Representative
Independent Contracting
10.2020 - Current
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Sought ways to improve processes and services provided.
- Maintained up-to-date knowledge of product and service changes.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Tracked customer service cases and updated service software with customer information.
- Provided primary customer support to internal and external customers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Met customer call guidelines for service levels, handle time and productivity.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Answered constant flow of customer calls with minimal wait times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Maintained time management while working remotely.
- Demonstrated strong data entry skill.
Administrative Specialist II
Department Of Health And Environmental Control
09.2021 - 03.2024
- Assisted management with special projects to complete all tasks by deadlines.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Managed and maintained electronic and paper-based filing systems to keep essential documents and information easily accessible and organized.
- Assisted coworkers and staff members with special tasks on daily basis.
- Developed and implemented organizational systems to streamline daily operations.
- Resolved customer concerns efficiently to promote satisfaction and loyalty.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Created and updated records and files to maintain document compliance.
- Coordinated and scheduled meetings and appointments to keep organization running smoothly.
- Greeted visitors with professionalism and enthusiasm to provide support and direct guests to appropriate department.
- Excellent communication skills, both verbal and written.
- Resolved problems, improved operations and provided exceptional service.
- Proven ability to develop and implement creative solutions to complex problems.
Education
Associate of Arts -
Ashford University
Clinton, IAHigh School Diploma -
T.L. Hanna High School
Anderson, SC05.2007
Skills
- Patient evaluations
- Healthy meal preparation
- Caregiver Relations
- Medical terminology knowledge
- Observing responses
- Documentation
- Patient-focused care
- Supporting personal needs
- Preparing meals
- Empathy and Compassionate Care
- Family Communication
- Office equipment proficiency
- Administrative and Office Support
- Following scripts
- Business Development
- Microsoft Outlook
- Recordkeeping strengths
- Data Evaluation
- EHR CRM system proficiency
- Clerical Support
- Payment Processing
- Key holder experience
- Appointment Scheduling
- High Volume Phone Inquiries
- Social media knowledge
- Meeting Note Taking
- Customer relations and communications
- Scheduling and calendar management
- Multi-line phone proficiency
- Data Entry
Certification
- Fema Government Training and Certification
Retail / Customer service Certification
Certification obtained during extensive training though Goodwill Job Connection - 2010
Timeline
Patient Care Assistant
Senior Helpers
03.2023 - Current
Administrative Specialist II
Department Of Health And Environmental Control
09.2021 - 03.2024
Customer Service Representative
Independent Contracting
10.2020 - Current
Associate of Arts -
Ashford University
High School Diploma -
T.L. Hanna High School
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