Shannon Madden
Manchester,TN
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
Work History
CSR
Sykes/ Liberty Mutual
09.2021 - Current
- Take inbound calls
- Multitask
- Take new auto claims
- Set up services for customers.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Contributed to company growth by consistently meeting and exceeding set targets.
PCA
At Home Healthcare
04.2020 - 09.2021
- Reported patient complaints to the case manager
- Maintained a clean and safe environment for patients, reducing the risk of infections and accidents.
- Assisted with transferring residents in and out of wheelchairs and adaptive equipment
- Tended to patients with chronic illnesses.
- Assisted patients with daily living activities, promoting independence and wellbeing.
- Provided emotional support to patients and families during difficult times, fostering trust and rapport.
- Prevented bedsores through regular repositioning and skin assessments of at-risk patients.
- Documented patient information accurately in electronic medical records, ensuring continuity of care among healthcare providers.
Material Handler
Kirchoff Automotive
07.2019 - 01.2020
- Worked at a rapid pace to meet tight deadlines
- Packed containers and re-packed damaged containers
- Loaded flatbed by forklift and hand truck
- Cleared damaged items and loaded freight.
- Maintained a safe work environment by following proper safety protocols and conducting regular inspections.
- Increased productivity, utilizing forklifts and other material handling equipment effectively.
Material handler
Kasai North America
05.2018 - 07.2019
- Worked at a rapid pace to meet tight deadlines
- Packed containers and re-packed damaged containers.
PCA
At Home HealthCare
11.2013 - 05.2018
- Reported patient complaints to the case manager
- Assisted patients with daily living activities, promoting independence and wellbeing.
- Maintained a clean and safe environment for patients, reducing the risk of infections and accidents.
- Collaborated with healthcare teams to develop individualized care plans, ensuring optimal outcomes for each patient.
- Monitored vital signs and reported changes in patient condition to medical professionals promptly.
- Enhanced patient mobility by assisting with transfers, ambulation, and range-of-motion exercises.
- Provided emotional support to patients and families during difficult times, fostering trust and rapport.
- Tended to patients with chronic illnesses
Sales Associate
Walmart
05.2012 - 05.2013
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Answered customer questions about sizing, accessories, and merchandise care.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Engaged with customers to build rapport and loyalty.
- Order low stocked product
- Set up promotion products throughout the store
- Take customer complaints and questions over the phone.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
Education
Certification for Medical Billing and Coding -
Bryan University
High School Diploma -
Warren County High School
01.2009
Skills
- Adaptive learner
- Motivated
- Able to adapt quickly
- Understands mobility assistance needs
- Charting expertise
- Understands medical procedures
- Quick analytical person
- Reliable transportation
- Trained in grooming and bathing assistance
- Calm and level-headed under duress
- General housekeeping ability
- Call Center Experience
- Complaint Handling
- Performance Metrics
- Multitasking
- Medical terminology knowledge
- Customer Experience in multiple areas
- Knowledge in ICD-10 & UB-04 forms
Timeline
CSR
Sykes/ Liberty Mutual
09.2021 - Current
PCA
At Home Healthcare
04.2020 - 09.2021
Material Handler
Kirchoff Automotive
07.2019 - 01.2020
Material handler
Kasai North America
05.2018 - 07.2019
PCA
At Home HealthCare
11.2013 - 05.2018
Sales Associate
Walmart
05.2012 - 05.2013
Certification for Medical Billing and Coding -
Bryan University
High School Diploma -
Warren County High School
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