SHAFIYA RAPP
Fort Stewart,GA
Summary
Driven and adaptable Public Health graduate student with 8+ years of combined experience in customer service, emergency management, and administrative operations. Skilled in FEMA protocols, incident command systems, medical billing, and health records compliance. Proven success in improving team performance, operational efficiency, and client satisfaction. Trained in disaster communication, SWOT analysis, and HR practices.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Sales Associate
The UPS Store
Springfield, IL
07.2020 - 10.2024
- Processed transactions and handled point-of-sale operations with a 98% accuracy rate.
- Promoted store programs, increasing customer retention by 12%.
- Recognized for consistently exceeding sales targets and providing exceptional service.
Assistant Manager
The UPS Store
Federal Way, WA
02.2015 - 05.2024
- Managed operations, team schedules, and daily workflows for two high-volume locations.
- Trained and supervised staff, improving onboarding efficiency and service quality.
- Implemented process changes reducing customer wait times by 10% and improving satisfaction by 15%.
- Analyzed client feedback to align services with customer needs and corporate standards.
Patient Access Specialist
Springfield Clinic
Springfield, IL
06.2021 - 08.2021
- Handled patient check-ins, insurance verification, and billing inquiries to reduce delays.
- Maintained patient confidentiality and HIPAA compliance across records.
- Earned performance recognition for quality service and accurate documentation.
Education
M.S. - Public Health
Illinois State University
Normal, IL07.2026
B.S. - Emergency Management & Homeland Security
Western Illinois University
Macomb, IL12.2024
A.A. - Sociology
Lincoln Land Community College
Springfield, IL12.2022
Skills
- Emergency preparedness (FEMA ICS, NIMS)
- SWOT analysis and strategic planning
- HIPAA compliance and EHR management
- Microsoft Office Suite
- Adobe
- ICIMS
- ICD-9/10
- Billing and coding
- Insurance verification
- Customer service
- Training
- Team leadership
Certification
- FEMA: ICS-100, ICS-700, IS-230, IS-235, IS-240, IS-120, IS-5
- Medical Admin Asst. w/ Billing & Coding – Texas A&M
- Notary Public – WA State (Active through 2027)
- HR Management Diploma – Alison (2023)
- Crisis Communication – SUNY (2023)
Awards
- Dean’s List – WIU (2023)
- Inducted: National Society of Leadership and Success, Tau Sigma, Omega Nu Lambda
- Patient Service Commendation – Springfield Clinic (2021)
- Customer Service Excellence – The UPS Store (2021)
Military Spouse
True
Personal Information
Citizenship: U.S. Citizen
Accomplishments
- Honors: Dean’s List (Spring and Fall 2023), Omega Nu Lambda, The National Society of Leadership and Success, Tau Sigma National Honor Society.
Timeline
Patient Access Specialist
Springfield Clinic
06.2021 - 08.2021
Sales Associate
The UPS Store
07.2020 - 10.2024
Assistant Manager
The UPS Store
02.2015 - 05.2024
M.S. - Public Health
Illinois State University
B.S. - Emergency Management & Homeland Security
Western Illinois University
A.A. - Sociology
Lincoln Land Community College
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