SHAMELA ANN CROWDER
Sandy Springs,GA
Summary
Detail-oriented Financial Operations Professional with expertise in refund processing, payment reconciliation, and financial transaction management within high-volume, regulated environments. Delivered accurate processing of sensitive financial transactions while adhering to compliance and productivity standards. Compassionate Patient Support Representative enhancing patient satisfaction through effective communication, data entry, and scheduling management.
Overview
11
11
years of professional experience
Work History
PATIENT SUPPORT REP
GEORGIA UROLOGY, PA
Atlanta, GA
03.2026 - Current
- Provided exceptional customer support to patients via phone addressing inquiries related to appointments, billing, insurance coverage, prescriptions, and healthcare services.
- Assisted patients with scheduling, rescheduling, and confirming appointments while maintaining accurate patient records in electronic health record (EHR) systems.
- Resolved patient concerns and escalated complex issues to appropriate clinical or administrative teams when necessary.
- Maintained compliance with HIPAA regulations and organizational policies to protect patient privacy and confidential health information.
- Documented all patient interactions accurately and efficiently to ensure continuity of care and service quality.
- Collaborated with healthcare providers and internal departments to coordinate patient care and improve the overall patient experience.
- Managed high-volume inbound and outbound communications while consistently meeting productivity, quality, and customer satisfaction goals.
- Demonstrated empathy, professionalism, and problem-solving skills when assisting patients with sensitive healthcare concerns.
REFUNDS SPECIALIST
DELTA AIRLINES
Atlanta, Remote
03.2022 - 02.2026
- Process 50-100+ refund requests daily in a fast-paced, regulated environment, issuing refunds to the original form of payment in compliance with federal regulations and airline policies.
- Maintain exceptional accuracy while handling sensitive financial transactions, supporting audit readiness, and reducing refund rework.
- Resolve complex refund-related issues across multiple departments using digital case management tools, contributing to faster turnaround times.
- Assist customers with SkyMiles account updates, mileage corrections, and name changes, ensuring data consistency across systems.
- Deliver professional, empathetic customer support while meeting productivity, quality, and turnaround-time expectations in high-volume workflows.
ACCOUNT SERVICE REPRESENTATIVE II
C SPIRE
Greenwood, MS
02.2017 - 08.2021
- Managed 20-30+ customer interactions per day, providing support for billing, products, services, and account inquiries.
- Processed customer payments, service orders, and account updates with a strong focus on accuracy and compliance.
- Proactively contacted customers to promote upgrades and services, supporting revenue growth and customer retention goals.
- Explained pricing, service features, and device functionality to improve customer understanding and reduce repeat issues.
- Built strong customer relationships through effective communication and issue resolution.
CUSTOMER SERVICE REPRESENTATIVE
CRICKET WIRELESS
Grenada, MS
06.2016 - 02.2017
- Assisted customers with prepaid wireless services, device selection, and account payments in a fast-paced retail environment.
- Demonstrated devices and explained service options to align with customer needs.
- Processed transactions accurately while maintaining a customer-focused approach.
SALES ASSOCIATE
DIRT CHEAP
Greenwood, MS
02.2015 - 11.2016
- Organized sales floor through restocking merchandise and ensuring accurate pricing and signage, improving customer navigation.
- Enhanced store presentation and customer engagement by supporting merchandise displays.
- Assisted customers with product inquiries, fostering a positive shopping experience and encouraging repeat visits.
Education
Associate of Science - Health Science
Holmes Community College
Grenada, MSAmanda Elzy High School
Greenwood, MSSkills
- Customer support
- Appointment scheduling
- Patient confidentiality
- High-Volume Case Processing
- Account management
- Account resolution
- Billing Support
- Refund Processing
- Payment Verification
- Payment Reconciliation
- Documentation
- Data Integrity
- CRM Systems
- Case Management Platforms
- Ticketing Systems
- Digital Workflow Tools
- Microsoft Office Suite
- Operational Efficiency
- Experience optimization
- Productivity metrics
- Time Management
- Workflow Prioritization
- Financial Operations & Compliance
- Detail orientation
- Conflict resolution
- Customer De-escalation
- Customer Retention
- Cross-functional collaboration
- Point-of-Sale (POS) Systems
- Health records
- Medical terminology
- Detail orientation
Core Competencies
Refund Processing & Payment Reconciliation, Financial Transaction Accuracy, Regulatory Compliance & Audit Readiness, Chargebacks & Payment Disputes, High-Volume Case Processing, Payment Verification & Documentation, Customer Account Resolution, Customer De-escalation & Retention, Billing Support & Payment Processing, Account Maintenance & Data Integrity, Customer Experience Optimization, CRM Systems, Case Management Platforms, Ticketing Systems, Point-of-Sale (POS) Systems, Digital Workflow Tools, Microsoft Office Suite, SLA & Productivity Metrics, Process Improvement, Cross-Functional Collaboration, Time Management & Workflow Prioritization
Timeline
PATIENT SUPPORT REP
GEORGIA UROLOGY, PA
03.2026 - Current
REFUNDS SPECIALIST
DELTA AIRLINES
03.2022 - 02.2026
ACCOUNT SERVICE REPRESENTATIVE II
C SPIRE
02.2017 - 08.2021
CUSTOMER SERVICE REPRESENTATIVE
CRICKET WIRELESS
06.2016 - 02.2017
SALES ASSOCIATE
DIRT CHEAP
02.2015 - 11.2016
Associate of Science - Health Science
Holmes Community College
Amanda Elzy High School