Na'Shae Groves
Philadelphia,PA
Summary
Experienced customer service representative with a strong work ethic and keen attention to detail. Thriving in a fast-paced contact center environment, dedicated to providing exceptional support to valued customers. Skilled in efficiently managing high-volume phone calls and adept at utilizing various databases to ensure accurate and timely assistance. Expertise lies in effective communication, conflict resolution, and efficient time management.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Medical Unit Clerk
Willow Terrace
12.2023 - Current
- Scheduled follow-up appointments for patients based on physician recommendations or treatment plans
- Scheduled transportation for doctors appointments or personal activities
- Maintained accurate and up-to-date medical records for a high-volume healthcare facility
- Performed data entry tasks to input patient demographics, medical history, diagnoses, treatments, and other relevant information into electronic health record systems
- Organized and maintained physical filing system for paper-based medical records
- Assisted physicians and nurses in locating specific patient files during consultations or procedures
- Supported billing department by providing accurate documentation of services rendered for reimbursement purposes
- Coordinated with insurance companies to verify coverage eligibility and obtain pre-authorization as needed prior to scheduled procedures or treatments
Contact Center Representative
City of Philadelphia
09.2021 - 12.2023
- Maintains customer satisfaction in a professional and effective manner over the telephone and at a walk-in counter; receives, processes and responds to a high volume of telephone, electronic and walk in service requests; follows general customer service policy and procedures
- Utilizes multiple databases system to attain necessary information
- At Philly311, I initiates and forward services request via phone, online and email for city services such as pothole repair, water leaks, property code violations; to proper departments for resolutions
- Utilizes a multiple screen computer
- Phone system
- Clerical duties such as typing, filing, sending and processing emails, etc
- Microsoft Excel, word, Outlook
- Skills in handling and maintaining a high volume phone calls
- Handling phone calls that need language translator assistance
- Working independently on tasks and assignments
- Written and oral assignments
Team Leader
Chick-fil-A Restaurants
05.2021 - 08.2021
- As a team leader I attained the ability to inspire and motivate a team, providing clear direction and support
- The proficiency in conveying information clearly and listening effectively, facilitating open dialogue within the team
- Skill in assigning tasks based on team members' strengths and ensuring workloads are balanced
- Skills of Communication, Conflict Resolution, Time Management, Problem-Solving
Chick-Fil-A Team Member
Chick-fil-A Restaurants
01.2021 - 05.2021
- Provided exceptional customer service by promptly greeting and seating guests, ensuring a positive dining experience
- Collaborated with kitchen staff to ensure accurate and timely delivery of food orders to tables
- Managed cash transactions accurately and efficiently, maintaining a balanced cash drawer at the end of each shift
- Resolved customer complaints or concerns promptly and professionally to ensure guest satisfaction
- Demonstrated strong knowledge of menu items, ingredients, allergens, and dietary restrictions to assist customers in making informed choices
Environmental Services Technician
Willow Terrace Nursing and Rehabilitation Center
03.2020 - 05.2021
- Perform routine cleaning and maintenance tasks in facilities to ensure a hygienic environment
- Monitor and manage waste disposal and recycling programs
- Ensure compliance with environmental regulations and standards
- Conduct inspections to identify and address environmental hazards
- Assist in developing and implementing environmental policies and procedures
- Provide training and guidance to staff on environmental practices and safety protocols
- Maintain inventory of cleaning supplies and equipment, and order as needed
- Respond to and resolve environmental concerns or issues reported by staff or visitors
Education
High school diploma - Secondary Education
Parkway West
Philadelphia, PA06.2021
Skills
- Communication Skills
- Microsoft Word
- Microsoft Office
- Microsoft Excel
- Adaptive
- Fast Learner
Certification
ServSafe
Timeline
Medical Unit Clerk
Willow Terrace
12.2023 - Current
Contact Center Representative
City of Philadelphia
09.2021 - 12.2023
Team Leader
Chick-fil-A Restaurants
05.2021 - 08.2021
Chick-Fil-A Team Member
Chick-fil-A Restaurants
01.2021 - 05.2021
Environmental Services Technician
Willow Terrace Nursing and Rehabilitation Center
03.2020 - 05.2021
High school diploma - Secondary Education
Parkway West
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