Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Hi, I’m

Shanteeria Clark

Charlotte,United States
Shanteeria Clark

Summary

Highly motivated Customer Service Rep with over 10 years of experience achieving a 97% for Customer Satisfaction in a high volume call center by providing stellar customer service, building customer rapport and successfully deescalating complex issues. Ability to work in a fast paced environment and able to adapt to change.

Overview

10
years of professional experience

Work History

Forefront Dermatology

Patient Scheduling Coordinator (Part-Time)
12.2023 - Current

Job overview

  • Utilize Nextgen to schedule between 100-200 appointments daily contributing to decreasing the workload amongst other team members.
  • Use multi tasking skills to navigate multiple systems to cut handle time by 3.1%
  • Handled confidential patient information professionally, adhering to HIPAA regulations at all times.
  • Manage high call volumes while maintaining exceptional accuracy in appointment scheduling.
  • Manage online appointments and waitlists

Nomad Health

Payroll Operations Analyst/ Clinical Review Operations
09.2021 - 04.2024

Job overview

  • Process over 300 time cards weekly to ensure clinicians are paid on time.
  • Increase company's metrics by 3.2% by providing support to patients who have questions/issues during on/off cycle.
  • Improved Payroll processes by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Facilitated training for over 20 Payroll team members including senior management resulting in 10,000.00 saved for the company compared to old processes.
  • Use Zendesk and Aircall to communicate effectively with Clinicians.


  • Utilize Workday to answer questions related to a Clinicians paycheck, tax withholdings, sick leave and W2s.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.


Walden University

Student Success Advisor
07.2022 - 06.2023

Job overview

  • First point of contact for prospects/ Alumni/current students calling to enroll into classes receiving between 100-200 calls per day in a high volume setting.
  • Fostered a supportive learning environment, addressing individual student needs and concerns..
  • Create over 50 leads daily and route to the correct department for further follow up
  • Manage student support email by using effective communication to address students/prospects questions and concerns

Alight Solutions

Sr. Customer Service Rep
08.2014 - 09.2021

Job overview

  • Take between 100-200 inbound calls daily
  • Act as a supervisor to deescalate complex issues
  • Retrieve and process documents via email/fax
  • Cross functional in HR, Pension, Health and Welfare and 401K.
  • Use active listening skills to assist customers in resolving issues on initial call
  • Provide empathy to build customer rapport

Education

Kaplan University
Davenport, IA

BBA from Business Administration
08.2026

Kaplan College

Medical Billing and Coding Certificate
07.2012

West Charlotte Senior High School

High School Diploma
06.2010

Skills

  • Critical Thinking
  • Data entry proficiency
  • Active Listening
  • Technical Support
  • Customer Service
  • Microsoft Office
  • Zendesk
  • Salesforce
  • Time Management
  • Communication
  • Adaptability
  • Deescalating
  • Empathy

Accomplishments

96% CSAT

Under 3 minute call handle time

Timeline

Patient Scheduling Coordinator (Part-Time)

Forefront Dermatology
12.2023 - Current

Student Success Advisor

Walden University
07.2022 - 06.2023

Payroll Operations Analyst/ Clinical Review Operations

Nomad Health
09.2021 - 04.2024

Sr. Customer Service Rep

Alight Solutions
08.2014 - 09.2021

Kaplan University

BBA from Business Administration

Kaplan College

Medical Billing and Coding Certificate

West Charlotte Senior High School

High School Diploma

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Shanteeria Clark