Shakiyalee Morrison
Customer Service Advocate
OK
Summary
Dedicated management professional with 15+ years of experience" bringing background, leadership talents and focus on performance. Continuously reviews work to identify areas of opportunity. Focused on enhancing workflows and procedures to maximize team success. Respected builder and leader of customers focus; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment.
Overview
13
13
years of professional experience
Work History
Customer Service Advocate
Centene
New Orleans, LA
12.2023 - Current
- Provided accurate, valid, and complete information to customers in a timely manner.
- Resolved customer complaints via phone, email, mail or social media.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Patient Support Coordinator
CCS Medical
Dallas, TX
07.2022 - Current
- Assists with customer problems such as missed shipments, price adjustments and backorders; continually strives for prompt resolution
- Works with warehouse associates, customers and field sales associates to ensure that the order process runs smoothly
- Frequently works with field sales associates in coordinating special orders, accepting quotes, and manufacturer calls
- Serves as liaison between customers and field sales associates
- Makes suggestions and recommendations to Supervisor/Manager in an effort to continually improve customer service operations.
Registration Coordinator
Texoma Medical Center
Denison, TX
01.2020 - 10.2023
- Registration
- Collection of payments
- Insurance verification (Medicare, Medicaid, Aetna, Cigna, Blue Cross Blue Shield etc.
- Recruited, hired and trained new medical and facility staff.
- Monitored inpatient bed use, facilities and staff to provide optimal use of resources.
- General office duties including, but not limited to; print, copy, fax, phones, filing, check-in/out)
- Collaborated with multi-disciplinary staff to improve overall patient care and response times.
- Directed, supervised and evaluated medical, clerical or maintenance personnel.
- Maintained awareness of government regulations, health insurance changes and financing options.
- Established solid relations with leadership and staff by attending board meetings and coordinating interdepartmental information exchanges.
- Communicated with patients with compassion while keeping medical information private.
- Maintained records management system to process personnel information and produce reports.
- Explained policies, procedures and services to patients.
Office Administrator
CommunityMed Clinic,
Melissa, TX
02.2022 - 04.2023
- Interacted professionally with customers and inside personnel, answering questions and responding to phone and email inquiries.
- Processed financial documents, contracts, expense reports and invoices.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Collection of payments
- Insurance verification (Medicare, Medicaid, Aetna, Cigna, Blue Cross Blue Shield etc,,,
- General office duties including, but not limited to; print, copy, fax, phones, filing, check-in/out)
Customer Service Representative
Spire, Alorica
05.2018 - 01.2020
- Build profiles -Assist with payments -Turn Start/Stop gas services -Advised payment plans to avoid interruptions -Assist with escalations -Assist with adding/removing gas lines from homes -Update personal information
Work Study Clerk
Grayson College Financial Aid Office
Denison, TX
02.2017 - 02.2018
- Help students receive financial aid for school - Provide Excellent Communication with students - Maintain a well-organized environment for employees and students - Data Entry -Handled student request, handled processing request through data entry
- Systems, expanded knowledge of computer systems, transportation of files
Customer Care Representative II
AmerisourceBergen
Richardson, TX
03.2013 - 10.2016
- Assists with customer problems such as missed shipments, price adjustments and backorders; continually strives for prompt resolution
- Works with warehouse associates, customers and field sales associates to ensure that the order process runs smoothly -Frequently works with field sales associates in coordinating special orders, accepting quotes, and manufacturer calls
- Serves as liaison between customers and field sales associates
- Makes suggestions and recommendations to Supervisor/Manager in an effort to continually improve customer service operations.
Insurance Verification Coordinator
Cigna Healthcare
Denison, TX
10.2011 - 09.2015
- Handle patient/doctor documentation of benefits, claims processing and inquiries regarding customer policies - Resolve customer complaints - Input Data Entry - Prepare forms to be processed for completion - Made sure all information was listed correctly
Education
Bachelor of Business Administration - Business Administration And Management
AIU
10.2021
Associate of Science - Business Management
Grayson County College
Denison, TX05.2018
High School Diploma -
Sherman High School
Sherman, TX05.2005
Skills
- Customer Service
- Information Confidentiality
- Employee Development
- Teamwork and Collaboration
- Retention Strategies
- Leading Team Meetings
- Quality Assurance
- Staff Training
- Performance Evaluations
- Work Planning and Prioritization
- Problem-Solving
- Verbal and Written Communication
- Technical Support Understanding
- Team Leadership
- Recruitment and Hiring
- Appointment Scheduling
- Time Management
- Staff Development and Training
- Team Management and Supervision
- New Hire Orientation
- Microsoft Office Suite
- Multitasking and Organization
- Complex Problem Solving
- Office Management
- Performance Management
- Microsoft Office
- Decision Making
- Handling Complaints
- Motivational Leadership
- Schedule Coordination
- Handling Customer Complaints
Additional Information
- Willing to relocate: Yes
Quote
You learn to speak by speaking, to study by studying, to run by running, to work by working; in just the same way, you learn to love by loving.
Saint Francis de Sales
Work Preference
Work Type
Full TimePart TimeLocation Preference
RemoteHybridImportant To Me
Healthcare benefitsCareer advancementWork-life balancePaid sick leave401k matchPaid time off4-day work weekFlexible work hoursWork from home optionPersonal development programsTimeline
Customer Service Advocate
Centene
12.2023 - Current
Patient Support Coordinator
CCS Medical
07.2022 - Current
Office Administrator
CommunityMed Clinic,
02.2022 - 04.2023
Registration Coordinator
Texoma Medical Center
01.2020 - 10.2023
Customer Service Representative
Spire, Alorica
05.2018 - 01.2020
Work Study Clerk
Grayson College Financial Aid Office
02.2017 - 02.2018
Customer Care Representative II
AmerisourceBergen
03.2013 - 10.2016
Insurance Verification Coordinator
Cigna Healthcare
10.2011 - 09.2015
Bachelor of Business Administration - Business Administration And Management
AIU
Associate of Science - Business Management
Grayson County College
High School Diploma -
Sherman High School
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