Shalonda Mathews
Buford,GA
Summary
Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Licensed Insurance Agent
Progressive Insurance
Buford, GA
08.2024 - Current
- Guided clients through insurance options, ensuring understanding of coverage features and benefits.
- Analyzed client needs, recommending tailored insurance solutions to optimize protection.
- Developed and maintained strong customer relationships, enhancing client retention and satisfaction.
- Executed policy renewals and modifications, ensuring compliance with regulatory standards.
- Calculated quotes and educated potential clients on insurance options.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Improved client satisfaction by providing tailored insurance solutions and exceptional customer service.
- Established trust with clients through transparent communication regarding policy costs, coverages, exclusions, limitations, endorsements or riders available upon request.
- Delivered outstanding first-contact resolution rates when assisting clients with inquiries about premiums or billing issues.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Educated clients on various insurance products to ensure informed decisions.
- Managed policy renewals and adjustments, enhancing client satisfaction and retention.
Lead Client Service Representative
The Ervin Academy Inc.
Buford, GA
01.2020 - Current
- Managed all client complaints in a timely and efficient manner
- Provided leadership with thorough weekly reports using Excel, Word, and PowerPoint
- Partnered with senior leaderships on the most intricate and serious cases to include a timely follow-up
- Managed case files to ensure compliance with the internal retention policy, and state and federal regulations
- Maintained strict adherence to all company policies and procedures in a timely manner.
Administrative Assistant
The Summit Counseling Center
Johns Creek, GA
10.2023 - 05.2024
- Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Assisted coworkers and staff members with special tasks on daily basis.
- Facilitated communication between clients and therapists, ensuring timely follow-ups.
- Managed scheduling and calendar coordination for multiple counseling professionals.
CSR/Provisioning
Global Connection Inc.
Norcross, GA
01.2016 - 01.2020
- Diffused and resolved various volatile customer situations while maintaining the balance between the interests of the company and customer satisfaction
- Made service changes, recommended service options, and scheduled installations
- Provided detailed and accurate accounts of customer calls for prevention of future audit issues
- Resolved an average of 250 inquiries in any given week, including billing issues, installation schedules, product information queries, and numerous other matters
- Met performance targets in all areas such as speed, accuracy, volume, customer satisfaction, and issue resolution
- Upsold company products and services to customers and met target sale conversions.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Coordinated with other departments to ensure seamless order fulfillment process for customers'' purchases.
Caregiver
Legacy Link
Gainesville, GA
01.2016 - 01.2020
- Supported and encouraged participation of own care as much as safely able
- Talked to the medical provider regarding physical therapy for flexibility and strengthening exercises as well as their recommendations regarding assistive devices such as canes, walkers, wheelchairs and motorized scooters, etc
- Encouraged & performed range of motion and strengthening exercises to maintain flexibility and strength on a regular basis
- Prevented falls and injuries
- Assisted with light home duties such as laundry and meal preparation along with wardrobe, bathing
- Made sure that the resident is checked daily to avoid skin breakdown
- Made sure the program of care is implemented daily as provided in the patient's individualized care plan.
Medicine Technician
Brookdale Senior Living
Buford, GA
01.2015 - 01.2016
- Provided over 70 residents with medication administration and treatment assistance and services according to the health care provider's orders
- Supervised residents who self-administered medication while following company and regulatory guidelines
- Reported any changes in residents' physical condition and/or behaviors
- Maintained resident records regarding medication distribution, leisure activities, incidents and observations
- Assisted with light home duties such as laundry along with wardrobe, bathing, and meal preparation
- Made sure that the residents are checked daily to avoid skin breakdown
- Made sure the program of care is implemented daily as provided in the patient's individualized care plan.
- Reduced medication errors by diligently reviewing prescriptions for accuracy and potential drug interactions.
- Collaborated with healthcare professionals to optimize patient treatment plans and achieve positive outcomes.
- Ensured compliance with federal, state, and local regulations through meticulous record-keeping and reporting procedures.
- Assisted in managing controlled substance inventory, adhering to strict guidelines for storage, distribution, and documentation to ensure legal compliance.
- Reordered medication to maintain adequate supply.
- Counted and recorded medication inventory routinely to maintain medication security and control.
- Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
Resident Assistant
Atria Senior Living
Marietta, GA
01.2013 - 01.2014
- Monitored the status of over 20 residents in a small community setting
- Monitored vital signs and range of motion
- Assisted with forms of managing his/her home environment, along with wardrobe, bathing, and meal preparation
- Assisted with light home duties such as laundry and meal preparation
- Made sure that the resident is checked daily to avoid skin breakdown
- Made sure the program of care is implemented daily as provided in the patient's individualized care plan.
- Reduced patient stress levels through effective communication and active listening skills.
- Assisted patients with daily living activities, promoting independence and dignity.
- Ensured prompt response to call lights, addressing patient needs in a timely manner.
- Served as a liaison between patients, families, and medical staff to ensure clear communication and understanding of treatment plans.
- Provided emotional support for patients during challenging times, fostering a positive healing environment.
- Implemented fall prevention measures by identifying high-risk patients and maintaining clutter-free environments around bedsides.
- Participated in ongoing educational opportunities in order to stay up-to-date on best practices in nursing care.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Assisted in emergency situations under the direction of nursing supervisors or physicians, providing crucial support during life-saving interventions.
Medical Assistant/Triage
ENT of Georgia
Atlanta, GA
01.2012 - 01.2013
- Responsible for providing a safe environment, collecting information/vitals, communicating effectively, and utilizing technology to provide patients with quality medical care and stellar customer service
- Assisted in daily clinical operations
- Triage and prepared patients for examination and/or specialty procedure
- Processed patient referrals (urgent and non-urgent), and tests expeditiously
- Had knowledge of exam room, patient preparation, basic laboratory techniques and procedures, aseptic/sterile techniques and wound care
- Skilled in Centricity & Cerner EMR system.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
Education
Associate of Science - Medical Assisting
Gwinnett College
Lilburn, GA04-2013
Skills
- Clerical Support
- Filing
- Appointment Scheduling
- Data Entry
- Office Administration
- Microsoft Office Suite
- Professional Communication
- Microsoft Outlook
- OSHA Compliance
- Customer Service
- Verbal Communication
- Team Bonding
Certification
CPR– 2022
Timeline
Licensed Insurance Agent
Progressive Insurance
08.2024 - Current
Administrative Assistant
The Summit Counseling Center
10.2023 - 05.2024
Lead Client Service Representative
The Ervin Academy Inc.
01.2020 - Current
CSR/Provisioning
Global Connection Inc.
01.2016 - 01.2020
Caregiver
Legacy Link
01.2016 - 01.2020
Medicine Technician
Brookdale Senior Living
01.2015 - 01.2016
Resident Assistant
Atria Senior Living
01.2013 - 01.2014
Medical Assistant/Triage
ENT of Georgia
01.2012 - 01.2013
Associate of Science - Medical Assisting
Gwinnett College