Shameeka Ash
Nacogdoches,TX
Summary
Proven track record in enhancing customer satisfaction and loyalty, notably at E-Tech, through expert complaint handling and proficiency in CRM software. Skilled in fostering professional relationships and improving first-call resolution rates, demonstrating exceptional customer focus and multitasking abilities in fast-paced environments. Achieved a significant increase in repeat business by prioritizing empathy and active listening.
Overview
17
17
years of professional experience
Work History
QA/CSR
E-Tech
10.2016 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
Pharmacy Helpdesk CSR
OmniSys
10.2021 - 01.2022
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Assisted users in troubleshooting software and hardware problems, resulting in minimal disruption to daily tasks.
Healthcare Customer Service Representative
SYKES
01.2021 - 08.2021
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
Certified Medication Aide
Lexington Place Nursing And Rehabilitation
04.2010 - 07.2016
- Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
- Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm.
- Checked vital signs on daily basis and contacted supervisor regarding patient health concerns or behavioral changes.
- Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life.
- Safeguarded patient privacy by adhering strictly to HIPAA regulations during all aspects of medication handling and administration processes.
Certified Nurse Assistant
Trinity Rehab and Retirement
03.2007 - 05.2009
- Collaborated with interdisciplinary team members to develop personalized care plans tailored to individual patient needs.
- Enhanced patient care by providing daily assistance with bathing, dressing, and grooming.
- Supported patients'' emotional well-being by actively listening to their concerns and offering compassionate companionship.
- Maintained accurate records of vital signs, fluid intake, and output for effective patient monitoring.
Education
Associate of Applied Science - Medical Administration Assistant
Ultimate Medical Academy
Tampa, Florida11.2024
Certificate - Pharmacy Technician
Martinsburg College
Martinsburg, WV03.2023
Certificate - Paraprofessional in Education
Panola College
Carthage, Texas06.2015
Certificate - Nurse Aide, Medication Aide & EKG Technician
Angelina College
Lufkin, TX05.2007
High School Diploma -
San Augustine High School
San Augustine, Texas05.1999
Skills
- Complaint Handling
- Customer Focus
- Call center experience
- CRM Software
- Microsoft Excel
Timeline
Pharmacy Helpdesk CSR
OmniSys
10.2021 - 01.2022
Healthcare Customer Service Representative
SYKES
01.2021 - 08.2021
QA/CSR
E-Tech
10.2016 - Current
Certified Medication Aide
Lexington Place Nursing And Rehabilitation
04.2010 - 07.2016
Certified Nurse Assistant
Trinity Rehab and Retirement
03.2007 - 05.2009
Associate of Applied Science - Medical Administration Assistant
Ultimate Medical Academy
Certificate - Pharmacy Technician
Martinsburg College
Certificate - Paraprofessional in Education
Panola College
Certificate - Nurse Aide, Medication Aide & EKG Technician
Angelina College
High School Diploma -
San Augustine High School
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