Schuneaka Watson
Summerville,SC
Summary
Experienced and dedicated customer service professional with a wealth of knowledge in providing exceptional support. Proven track record in delivering top-notch service to customers, ensuring their satisfaction and building strong relationships. Skilled in effectively resolving issues and addressing concerns while maintaining a positive and professional demeanor. Adept at multitasking and thriving in fast-paced environments, consistently meeting and exceeding customer expectations.
Overview
10
10
years of professional experience
Work History
Pharmacy Technician
DLH Corp
12.2023 - Current
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Assisted in training new team members on standard operating procedures to ensure consistent quality of service across the entire team.
Customer Service Sales Representative
T-Mobile
03.2022 - 01.2023
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
PSE SALES & SVCS/DISTRIBUTION ASSOCIATE
Post Office USPS
05.2020 - 03.2022
- Delivered comprehensive retail services encompassing product sales, inventory management, and customer support.
- Addressed customer claims, inquiries, and provided information about postal regulations.
- Determine special interests of customers and refer them to sales and promotional programs.
- Ensured presentable display, selling, and storage areas for customers.
- Verify and record sales floor inventory and shrinkage.
- Brings inventory discrepancies and shrinkage reports to the attention of the appropriate supervisory presence
- May verify presort and bulk mailings of all classifications computing and maintaining on a current basis mailers' credit balances
- Rents post office boxes, receives rental payments, conducts reference checks, and completes related forms
- May assign and clear accountable items and distribute mail as required
Referral Management Specialist
Medical University of South Carolina
01.2019 - 05.2020
- Referral Management Specialist I serves as the initial point of contact for individuals and referring physicians seeking access and referral information for medical care at MUSC
- This position performs quality data collection of accurate information including demographic, physician, insurance, employment, next of kin, emergency contacts and other miscellaneous information needed to complete the patient's information
- This position facilitates the referral process and schedules appointments for multiple specialties and primary care physicians in a call center environment utilizing an automated scheduling system
Financial Eligibility Specialist
Fetter Health Care Network
12.2017 - 01.2019
- Assist qualified patients to enroll into FQHC discount program and SC Thrive benefits as well as determine their eligibility for same
- Provide information to patients and clients about FQHC policies and procedures as they pertain to enrollment and eligibility for available financial programs
- Functions in accordance with and in support of FQHC mission, vision, policies and procedures
- Interview patients in order to assist with and begin the process to access financial assistance; procure necessary paperwork from patients, including proof of income and any other pertinent documents
- Establish a positive working relationship with outside agencies; develop a collaborative working relationship with contact person
- Coordinate with in-house case managers and resources to facilitate a patient/client application process to outside agencies; whenever applicable, do an intra-agency referral to a case manager
- Determine a patients eligibility for CNS in-house discount/sliding fee scale; input sliding fee information into the practice management system.
Customer Service Representative Team Lead
Sykes
08.2014 - 12.2017
- Address over 80 customer interactions per day with attentiveness and courtesy, achieving customer satisfaction.
- Make requested policy and account changes
- Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns
- Experienced in resolving various device issues through effective technical support.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
Education
Bachelor's - Business Administration
Strayer University
Bachelor's - Data Analytics
SNHU
High School Diploma - undefined
Southern Nash High School
05.2003
Skills
- Customer Engagement
- Customer Support Expertise
- Electronic Medical Record Systems
- Health Information Administration
- Real-Time Chat Support
- Technical Support
- Proficient in Outlook Functions
- Information Acquisition
- Computer Networking
- Epic Management
- Strategic Negotiation Skills
- Analysis skills
Timeline
Pharmacy Technician
DLH Corp
12.2023 - Current
Customer Service Sales Representative
T-Mobile
03.2022 - 01.2023
PSE SALES & SVCS/DISTRIBUTION ASSOCIATE
Post Office USPS
05.2020 - 03.2022
Referral Management Specialist
Medical University of South Carolina
01.2019 - 05.2020
Financial Eligibility Specialist
Fetter Health Care Network
12.2017 - 01.2019
Customer Service Representative Team Lead
Sykes
08.2014 - 12.2017
High School Diploma - undefined
Southern Nash High School
Bachelor's - Business Administration
Strayer University
Bachelor's - Data Analytics
SNHU
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