Shakuria Henderson
Summary
Driven healthcare professional with over 5 years of experience in health and customer service. Proven track record in motivating teams, enhancing customer satisfaction, and resolving issues effectively. Strong communication and problem-solving skills foster positive relationships and drive performance improvements in customer service operations.
Overview
8
8
years of professional experience
9
9
years of post-secondary education
Work History
Advanced Command Center Specialist
Phoebe Putney Memorial Hospital
Albany
12.2025 - Current
- Coordinated patient admissions and discharges efficiently within hospital protocols.
- Managed patient records using electronic health record systems to ensure accuracy and compliance with healthcare regulations.
- Managed patient records using electronic health record systems effectively.
- Assisted healthcare providers with scheduling appointments and follow-up care.
- Facilitated continuous patient flow in critical 24/7 role, enhancing overall patient satisfaction and care delivery.
- Answered, screened and processed high volume of calls daily, ensuring timely communication and efficient patient support.
Command Center Specialist
Phoebe Putney Memorial Hospital
Albany
09.2024 - 12.2025
- Coordinated patient scheduling across multiple departments and logistical services, enhancing patient flow and service efficiency.
- Facilitated communication between medical staff and patients for optimal care delivery.
- Facilitated communication between medical staff and patients, improving care delivery and patient satisfaction.
- Managed call center duties to facilitate admissions and ensure accurate patient registration and updates.
- Coordinated patient scheduling across multiple departments and logistical services.
Detention Officer/ Intake
Dougherty County Sheriff's Office
Albany
07.2023 - 03.2024
- Supervised inmate activities, ensuring compliance with facility regulations to maintain order and safety.
- Supervised inmate activities and ensured compliance with facility regulations.
- Conducted regular security checks to maintain a safe environment.
- Utilized communication skills to de-escalate conflicts among detainees.
- Documented incidents and maintained accurate records of daily operations, supporting facility accountability and operational integrity.
- Trained new staff on safety protocols and operational procedures.
- Assisted in coordinating inmate transportation for court appearances and medical needs.
- Conducted thorough searches of cells for contraband items, enhancing security and safety within the facility.
Stockroom Assistant
Cintas
Albany
01.2020 - 07.2023
- Used handheld scanners and physical logs to keep track of item movements.
- Processed garment drop-off paperwork, ensuring accurate and organized record-keeping for efficient inventory management.
- Answered phones, scheduled pick-ups, and answered routine questions from current and prospective clients.
- Leveraged marketing skills to introduce new products and services, enhancing customer awareness.
- Stocked and organized supplies, communicated with staff, printed or made copies, etc.
- Attached essential documentation to outgoing shipments, including receipts, packing slips, and bills of lading, to ensure compliance and customer satisfaction.
Administrative Assistant
Jr's Loving Care Services Inc
Albany
01.2019 - 01.2020
- Created and updated physical records and digital files to keep current, accurate, and compliant documentation.
- Facilitated customer interactions to enhance service experience.
- Coordinated meetings and appointments to ensure efficient time management.
- Handled inbound phone calls, mail, and faxes with care and precision.
- Coordinated meetings and scheduled appointments efficiently.
- Engaged with customers to address inquiries and provide assistance.
Customer Service Representative
Teleperformance
Albany
07.2018 - 06.2019
- Answered customer calls promptly to avoid long wait times on hold.
- Answered customer calls promptly, minimizing wait times and enhancing customer satisfaction.
- Used a consultative sales approach to understand customer needs and make relevant recommendations.
- Responded to customer inquiries regarding available merchandise, sales, current prices, and upcoming company changes.
- Educated customers on billing, payment processing, and customer service policies and procedures.
Education
Associate of Applied Science - Practice Management
Albany Technical College
Albany, GA 08.2020 - 07.2021
Associate of Applied Science - Business Healthcare Technology
Albany Technical College
Albany, GA 08.2019 - 05.2021
Certificate - Healthcare billing and Reimbursement Asst
Albany Technical College
Albany, GAAssociate of Science - Criminal Justice
Albany State University
Albany, GA 09.2014 - 01.2017
High School -
Monroe High School
Albany, GA 08.2010 - 05.2014
Skills
- EMR/EHR
- Medical Terminology
- CPT Codes
- ICD 9/ ICD 10 Codes
- HIPAA
- Patient Registration
- Patient scheduling
- Billing Collections
- HMO insurance
- Patient monitoring
- Logistics Coordination
- Office Management
- Computer Proficiency
- MS Office
- Communications
- Crisis Management
- Customer service
- Safety and compliance
Timeline
Advanced Command Center Specialist
Phoebe Putney Memorial Hospital
12.2025 - Current
Command Center Specialist
Phoebe Putney Memorial Hospital
09.2024 - 12.2025
Detention Officer/ Intake
Dougherty County Sheriff's Office
07.2023 - 03.2024
Associate of Applied Science - Practice Management
Albany Technical College
08.2020 - 07.2021
Stockroom Assistant
Cintas
01.2020 - 07.2023
Associate of Applied Science - Business Healthcare Technology
Albany Technical College
08.2019 - 05.2021
Administrative Assistant
Jr's Loving Care Services Inc
01.2019 - 01.2020
Customer Service Representative
Teleperformance
07.2018 - 06.2019
Associate of Science - Criminal Justice
Albany State University
09.2014 - 01.2017
High School -
Monroe High School
08.2010 - 05.2014
Certificate - Healthcare billing and Reimbursement Asst
Albany Technical College