Shannon Rodriguez
Santa Rosa,CA
Summary
Energetic and professional individual with a customer service certification, known for a poised and reliable demeanor. Experienced in training and mentoring new employees, specializing in phone etiquette and troubleshooting. Seeking the next opportunity to excel as a top-notch Customer Service Lead at Best Buy.
Overview
12
12
years of professional experience
Work History
Patient Coordinator
LaserVue Eye Center
09.2020 - Current
- Managed hospital admissions and patient flows while organizing patient care.
- Provided complete patient assessments and communicated with patients to understand medical histories.
- Maintained confidentiality of patient data and condition to safeguard health information.
- Managed approximately 30 + incoming calls, emails and faxes per day from patients.
- Educated patients by explaining preparation instructions for upcoming procedures and tests.
- Explained upcoming treatment preparation, instructions, and other facts to patients.
- Partnered with other healthcare professionals to create and implement individualized care plans for patients in various units.
- Informed patients and caregivers on clearance procedures to maintain patient health and facilitate recovery goals.
- Acted as main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
- Shared patient status updates during shift changes for continuum of care.
- Worked with patients to schedule tests and procedures.
- Delivered excellent patient experiences and direct care.
- Assisted patients with completing necessary paperwork and forms to provide healthcare facilities with essential information to bill for services.
- Increased efficiency of the front office operations through effective multitasking, attention to detail, and organization skills.
- Handled sensitive situations with empathy when dealing with distressed patients or those facing serious health challenges.
- Provided excellent customer service to all patients, addressing concerns and answering questions promptly and professionally.
Customer Service Lead
Best Buy
11.2012 - Current
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Responded to customer calls and emails to answer questions about products and services.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Processed customer service orders promptly to increase customer satisfaction.
Customer Service Lead
Burlington
05.2022 - 11.2023
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Greeted customers and listened closely to problems described to determine solutions.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Responded to customer calls and emails to answer questions about products and services.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
Claims Representative
First American Home Warranty
09.2019 - 09.2020
- Interviewed policyholders to verify information and obtain additional details.
- Followed up with customers on unresolved issues.
- Examined reports, accounts, and evidence to determine integrity and accuracy of information.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Investigated accidents or incidents to determine cause and extent of damages.
- Managed approximately 30 +incoming calls, emails and faxes per day from customers.
- Prepared and presented detailed reports to management on claims issues to aid in decision making.
- Negotiated claim settlements with claimants and attorneys to resolve claims efficiently and fairly.
- Analyzed and addressed escalated claims to resolve issues quickly.
- Monitored and managed claim expenses to control costs and maximize profitability.
- Collaborated with internal departments and external vendors to achieve fast resolution of claims.
Education
High School Diploma -
Elsie Allen High School
Santa Rosa, CA06.2001
Skills
- Management support
- Order Processing
- Status updates
- Till counting
- Company branding
- Staffing oversight
- Telephone etiquette
- Interpersonal communications
- Cash Handling
- Training material updates
- Coaching and mentoring
- Customer Relations
- Sales expertise
- Complaint resolution
- Retail materials management
- Money handling abilities
- Retail store support
- Attention to detail
- Customer service
- Organizational skills
- Patient care
- Patient Record Management
- Patient relations
- Verbal and written communication
- Patient registration
- Documentation
- Patient flow management
- Scheduling
- Filing and recordkeeping
- Payment collection
- New hire training Multitasking
- Administrative and office support
- Calm and effective under pressure
- Schedule coordination
- Punctual and hardworking
Timeline
Customer Service Lead
Burlington
05.2022 - 11.2023
Patient Coordinator
LaserVue Eye Center
09.2020 - Current
Claims Representative
First American Home Warranty
09.2019 - 09.2020
Customer Service Lead
Best Buy
11.2012 - Current
High School Diploma -
Elsie Allen High School
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