SHANEKA CARRAWAY
Columbia,MD
Summary
Experienced customer support professional with a strong background in optimizing customer service operations and providing leadership to teams. Known for exceptional problem-solving abilities and effective communication skills, excels at managing high-volume calls and utilizing technology to streamline processes. Demonstrates a track record of coaching teams towards achieving outstanding customer satisfaction and operational excellence. Committed to continuous improvement and innovation, always seeking new ways to enhance the customer experience.
Overview
6
6
years of professional experience
Work History
Medical Records Specialist
MU Health Care
09.2024 - Current
- Facilitated communication with staff, patients, and insurance entities through various channels.
- Managed the coordination of medical record requests to maintain confidentiality.
- Processed medical records requests from outside providers according to facility, state, and federal law.
- Uploaded physician progress notes into electronic medical records.
- Maintained patient records in compliance with security regulations.
- Improved patient care by maintaining accurate and up-to-date medical records for easy access by healthcare practitioners
- Completed diverse tasks while providing clear, accurate verbal and written information to customers.
- Cultivated strong connections with customers, patients, and team members.
- Documented processes and interactions to maintain CRM compliance.
- Managed ticket and email requests efficiently, prioritizing responses in a timely manner to meet customer needs.
- Managed both incoming and outgoing calls with efficiency.
- Coordinated responses to subpoenas and other legal requests for medical records, working closely with legal counsel as necessary to protect patient privacy rights.
Customer Service Call Center Team Lead
AAA Club Alliance
04.2021 - 06.2024
- Managing and leading a team of 2-10 customer service representatives within our call center environment
- Provide ongoing coaching, training, and development opportunities to team members to enhance their skills, knowledge, and performance
- Assist team members in resolving complex customer inquiries, escalations, and complaints in a timely and effective manner
- Leveraged computer systems for effective tracking and troubleshooting
- Efficiently managed 100+ daily roadside assistance requests, ensuring swift, accurate service
- Implemented a new tracking system, reducing errors and improving service quality
- Maintained impeccable service records, ensuring accuracy in every case handled
Remote Team Lead
Protocall Communication
01.2021 - 03.2022
- Led and motivated a remote team to enhance efficiency
- Implemented clear communication strategies to define goals, roles, and expectations
- Boosted team morale through regular appreciation and feedback
- Handled customer complaints with tact and professionalism
- Led team to enhance customer engagement, boosting referral rates & closing efficiency
- Introduced digital tools for remote collaboration, increasing project efficiency
- Developed a mentorship program to uplift team skill levels and confidence
- Monitored project milestones with a keen eye, ensuring no deadline was missed
- Guided team towards a customer-first approach, significantly improving service ratings
Medication Technician/Caregiver
Light house of Ellicott city
07.2018 - 03.2020
- Exhibited empathy and patience in high-stress situations
- Delivered superior customer service
- Professionally adhered to facility policies
- Enhanced resident well-being by delivering compassionate care and monitoring health changes
- Led by example in maintaining professionalism, adhering to policies and providing top-notch resident care
- Worked closely with nurses to ensure resident care plans were executed effectively, improving quality of life
- Passionately assisted residents with daily activities, fostering a supportive and encouraging environment
- Maintained meticulous records of resident care, equipment use, and condition changes, ensuring high standards
- Optimized medication administration process, ensuring timely and accurate delivery
Education
Diploma - General Studies
North Western
Columbia, MD06.2012
Skills
- Customer Service Skills
- Call Center
- Microsoft Word
- Live chat
- Team management
- Technology
Timeline
Medical Records Specialist
MU Health Care
09.2024 - Current
Customer Service Call Center Team Lead
AAA Club Alliance
04.2021 - 06.2024
Remote Team Lead
Protocall Communication
01.2021 - 03.2022
Medication Technician/Caregiver
Light house of Ellicott city
07.2018 - 03.2020
Diploma - General Studies
North Western
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