Shantel Doyle
Houston,TX
Summary
Resourceful and Encouraging Leader, recognized for enhancing operational efficiency and mentoring staff. Proven expertise in conflict management and regulatory compliance, leading to improved service quality. Spearheaded strategic initiatives that optimized resource allocation, fostering a culture of ethical leadership and continuous growth and improvement.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Section Chief
City of Houston-Public Works
02.2019 - 06.2025
- Led cross-functional teams to enhance productivity and operational efficiency.
- Developed and implemented strategic plans for public works initiatives, improving service quality.
- Oversaw budgeting processes and resource allocation, ensuring optimal use of city funds.
- Mentored and trained staff on best practices in public service and compliance standards.
- Coordinated interdepartmental collaboration to streamline workflows and resolve issues promptly.
- Mentored and trained staff on best practices in customer service, professional development and compliance standards.
- Spearheaded change management initiatives that resulted in improved adaptability among team members during periods of transition.
- Evaluated employee performance fairly, providing constructive feedback for continuous improvement efforts.
- Conducted performance reviews to identify employee strengths and encourage professional development opportunities.
- Enhanced team efficiency by implementing streamlined processes and procedures for daily operations, which improved productivity.
- Scheduled employees for shifts, taking into account business practices and employee morale. Implemented positive ways to allow employees to engage and be inclusive during scheduling shift rotations.
Customer Service Supervisor
City of Houston-Administration & Regulatory Affairs
05.2014 - 02.2019
- Supervised daily operations of customer service department, ensuring high-quality service delivery.
- Developed training programs for new staff, enhancing team performance and service efficiency utilizing workflow process technology and team collaboration.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Developed knowledge base for customer service reps, reducing resolution time.
- Led by example, handling complex customer issues personally to ensure high standards of service.
- Optimized staff scheduling to ensure coverage during peak hours, improving customer access.
- Monitored and analyzed call metrics to identify trends and areas for process improvement.
- Established performance metrics to evaluate team effectiveness and drive continuous improvement.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of processes, procedures and services, effectively communicating changes to the team for seamless customer support.
- Facilitated team meetings to discuss performance metrics and areas for improvement.
- Hired, managed, developed and trained new staff, established and monitored departmental goals, conducted performance reviews and off-boarded employees.
Senior Customer Service Representative
City of Houston-Administration & Regulatory Affairs
04.2004 - 05.2014
- Led customer service initiatives to enhance satisfaction and resolve complex inquiries.
- Mentored junior representatives, fostering skill development and improving team performance.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to customers at all times.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients over phone, via email and social media platforms to answer questions and address complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of City of Houston services, practices and procedures at the contact center assisting customers for various departments.
Customer Service Representative
City of Houston - Finance & Administration
12.1994 - 04.2004
- Resolved customer inquiries efficiently, ensuring high satisfaction and timely responses.
- Processed customer service related concerns accurately, adhering to city regulations and policies.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or customer concerns.
- Resolved customer complaints with empathy, resulting in increased loyalty and customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from internal and external customers.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
PBX Operator
Methodist Hospital Medical Center Houston
01.1992 - 11.1994
- Operated multi-line PBX system to efficiently manage incoming and outgoing calls for physicians answering service.
- Maintained accurate records of calls and messages, ensuring effective follow-up on patient requests.
- Maintained a high level of professionalism while assisting callers in various situations, including emergencies and complaints.
- Handled sensitive information discreetly when dealing with confidential calls or messages within the organization.
- Facilitated after-hours support by forwarding essential calls to designated on-call staff members promptly and accurately.
- Maintained an up-to-date knowledge of industry trends and advancements in PBX technology, ensuring optimal performance.
- Kept detailed records of all incoming, outgoing, and transferred calls using advanced logging software tools for reporting purposes.
- Provided exceptional customer service by addressing patient inquiries and concerns promptly.
- Coordinated communication between departments, ensuring timely information delivery for patient care.
Medical Assistant
Dr. JS Stone-OB-GYN
05.1990 - 09.1992
- Administered patient care and assisted with medical procedures to enhance operational efficiency.
- Managed patient records using electronic health record (EHR) systems, ensuring accuracy and confidentiality.
- Coordinated appointments and follow-up visits, optimizing scheduling processes for improved patient flow.
- Educated patients on treatment plans and medication usage, enhancing compliance and understanding of care instructions.
- Assisted physician during examinations and procedures, contributing to a supportive clinical environment.
- Conducted routine laboratory tests and prepared specimens for analysis, ensuring adherence to safety protocols.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Optimized appointment scheduling processes to minimize conflicts and maximize physician availability for patients.
- Reduced wait times by swiftly processing insurance claims, verifying coverage, and obtaining pre-authorizations when necessary.
- Assisted in minor surgical procedures, ensuring sterile environment and patient comfort.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Collected and documented patient medical information such as blood pressure and weight.
- Prepared lab specimens for diagnostic evaluation.
- Collected pertinent data and calculations to aid physician during patient examinations.
Education
No Degree - Nursing
San Jacinto Jr College
Houston, TX12-1991
Medical Assistant Certification - Medical Assistant
National Educational Center
Houston, TX08-1987
High School Diploma -
Forest Brook High School
Houston06-1987
Skills
- Conflict de-escalation
- Ethical leadership
- Data entry
- Leadership development
- Mentoring
- Conflict management
- Government relations
- Workforce planning
- Regulatory compliance
- Media relations
- Fire safety training
- Customer relations
Accomplishments
- Communication - Articulated vision, giving feedback, active listening, and fostering open dialogue.
- Integrity & Ethics - Strong ethics and honesty for building trust and respect.
- Conflict Resolution - Managed disagreements constructively.
- Time Management & Problem Solving - Organized tasks and resolved issues efficiently.
- Leadership - Clear communication, integrity, accountability, vision, empathy, adaptability, and strategic thinking.
Certification
- Certified Administrative Professional (CAPS)
- Certified Medical Assistant
- Medical Coding and Billing
Timeline
Section Chief
City of Houston-Public Works
02.2019 - 06.2025
Customer Service Supervisor
City of Houston-Administration & Regulatory Affairs
05.2014 - 02.2019
Senior Customer Service Representative
City of Houston-Administration & Regulatory Affairs
04.2004 - 05.2014
Customer Service Representative
City of Houston - Finance & Administration
12.1994 - 04.2004
PBX Operator
Methodist Hospital Medical Center Houston
01.1992 - 11.1994
Medical Assistant
Dr. JS Stone-OB-GYN
05.1990 - 09.1992
No Degree - Nursing
San Jacinto Jr College
Medical Assistant Certification - Medical Assistant
National Educational Center
High School Diploma -
Forest Brook High School