Lonina Shields
Charlotte,NC
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
SET Specialist 1(Supplier Engagement Team)
Wayfair
Charlotte
06.2020 - 01.2024
- Developed strong client relationships through consistent communication and attentive service.
- Reduced costs by identifying inefficiencies in operations and implementing cost-saving measures.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Increased sales revenue by providing low cost resolutions while providing excellent customer service.
- Optimized supply chain management, by working directly with suppliers on behalf of the customers
Frontline SSC (Skill Level 3)
Wayfair
Orlando, FL
06.2020 - 01.2021
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Streamlined communication processes for improved efficiency in handling customer inquiries.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
Scheduling Coordinator
UNITEDHEALTH GROUP / OPTUM
Columbia, MD
06.2019 - 12.2019
- Developed strong working relationships with management and executive team through effective scheduling and communication skills.
- Increased patient satisfaction through timely appointment scheduling and proactive management of wait times.
- Supported company growth by effectively managing an increasing volume of scheduling requests without compromising service quality.
- Coordinate times and dates with Health Care Practitioners for home visits.
Title Services Representative
Wyndham Vacation Resorts
Orlando, FL
09.2011 - 10.2017
- Maintained high customer satisfaction standards to meet or exceed targets.
- Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
- Maintain average handle time while providing Count on me customer service
- Balanced multiple priorities simultaneously, managing a diverse range of customer inquires such as title changes, contract updates, and payment concerns.
Education
Certification - Medical Billing And Coding
Auburn University
Auburn, AL08.2024
Master of Arts: Human Resources Development - Human Resources Development
Webster University
Myrtle Beach, South Carolina12.2005
Bachelor of Science: Psychology - Psychology
Lander University
Greenwood, South Carolina12.2002
Skills
- Customer Relations
- Proficient in Microsoft Office Applications
- Time Management
- Excellent Communication
- Reliability
Timeline
SET Specialist 1(Supplier Engagement Team)
Wayfair
06.2020 - 01.2024
Frontline SSC (Skill Level 3)
Wayfair
06.2020 - 01.2021
Scheduling Coordinator
UNITEDHEALTH GROUP / OPTUM
06.2019 - 12.2019
Title Services Representative
Wyndham Vacation Resorts
09.2011 - 10.2017
Certification - Medical Billing And Coding
Auburn University
Master of Arts: Human Resources Development - Human Resources Development
Webster University
Bachelor of Science: Psychology - Psychology
Lander University