Shaneka Ricks
Summary
Dedicated Customer Service Specialist with over 15 years of experience in enhancing customer satisfaction and meeting organizational goals. Demonstrated ability to leverage communication and organizational skills to boost productivity while ensuring compliance. Strong team player with a solid business acumen, capable of maintaining accountability in both independent and collaborative environments.
Overview
15
15
years of professional experience
1
1
year of post-secondary education
Work History
Enrollment Specialist
Denver Health Hospital and Authority
Denver/Aurora, CO
07.2024 - Current
- Facilitated patient enrollment processes for state Medicaid at Denver Health Hospital and Authority
- Processed new enrollments by accurately entering customer data and ensuring completeness of information.
- Coordinated interdepartmental communication to enhance efficiency of enrollment procedures.
- Created informational materials for patients to clarify enrollment options and improve understanding.
- Managed electronic health records system for accurate patient data entry.
- Performed data entry and maintained accurate records of student enrollment information.
Emergency Dispatch Operator
Johnson Controls
Aurora, USA
01.2023 - 07.2024
- Documented alarm incidents and the response actions taken, ensuring adherence to standard operating procedures.
- Organized and prioritized urgent calls efficiently.
- Coordinated response efforts with police, fire, and medical teams.
- Operated communication systems to relay critical information, facilitating effective coordination among response teams.
Customer Service Representative/Contract Specialist
Kaiser Permanente
Denver/Aurora, USA
11.2011 - 12.2022
- Handled high-volume calls while ensuring quality service standards were met.
- Resolved customer complaints through effective communication and problem-solving.
- Assisted members with inquiries about health plans and services, ensuring accurate information and support.
- Received incoming phone calls or via internet requests from patients or providers, recorded appointment information, transferred calls or messages to appropriate personnel/departments according to protocol, and otherwise facilitated scheduling appointments for medical services.
- Supported new member onboarding by assisting with provider selection and explaining available services.
- Collaborated with team to identify service delivery improvements, resulting in increased member satisfaction.
Education
Associate of Science - Business Administration and Management
Arizona State University
Tempe, AZ 05.2025 - 05.2026
Ged
Aurora, COSkills
- Electronic health records
- Epic systems
- Client relations
- Data entry
- Word and Excel proficiency
- Documentation skills
- Conflict resolution
- Customer service experience
- Client relations
- Effective communication
- Time management proficiency
- Deadline tracking
- Multitasking and prioritization
- Problem solving
- Conflict resolution
- Analytical thinking
- Coordination skills
- Time management
- Typing speed 40 wpm
- Coordination skills
- Customer service experience
- Effective communication
- Multitasking and prioritization
Timeline
Associate of Science - Business Administration and Management
Arizona State University
05.2025 - 05.2026
Enrollment Specialist
Denver Health Hospital and Authority
07.2024 - Current
Emergency Dispatch Operator
Johnson Controls
01.2023 - 07.2024
Customer Service Representative/Contract Specialist
Kaiser Permanente
11.2011 - 12.2022
Ged