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
Philadelphia, PA, USA
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
Philadelphia, PA, USA
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
Philadelphia, PA, USA
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
Philadelphia, PA, USA
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
Philadelphia, PA, USA
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