Shantequa Roberts
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Healthcare professional known for high standards and impactful results. Background includes managing patient interactions, resolving complex inquiries, and enhancing overall patient satisfaction. Proven team collaborator with flexible approach to changing needs and commitment to achieving objectives. Skilled in communication, problem-solving, and adaptability.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Foundever
09.2023 - 04.2025
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Enhanced customer satisfaction by providing timely and accurate resolutions to technical issues.
- Conducted regular reviews of personal performance data to identify areas for improvement and implement targeted strategies accordingly.
- Managed high-volume chat inquiries, maintaining professionalism under pressure and prioritizing tasks effectively.
- Delivered exceptional service quality with empathetic and attentive communication skills.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Realtor Assistant
Betty Abbott Keller Williams
11.2020 - 12.2024
- Assisted realtors in closing deals swiftly by efficiently preparing all necessary documentation.
- Increased client satisfaction by promptly addressing inquiries and providing exceptional customer service.
- Streamlined communication between clients and realtors, ensuring timely responses to inquiries and facilitating smooth transactions.
- Provided crucial administrative support during inspections and other appointments as needed.
- Coordinated open house events that showcased properties effectively leading to increased buyer interest.
- Aided successful negotiations through effective gathering and presentation of relevant data to support decision-making processes.
Medication Aide
Wellpath
06.2019 - 02.2023
- Maintained a safe and clean environment by adhering to infection control protocols during medication administration.
- Achieved high levels of efficiency while distributing medications by organizing daily routines around individual patient schedules and needs.
- Took patient vital signs, height, and weight measurements and monitored glucose and patient wellbeing.
- Traveling and working at different Jail Facilities
- Administered prescribed drugs to high-volume patient caseload.
- Demonstrated adaptability in the face of medical emergencies, providing crucial assistance during critical situations as needed.
- Upheld strict confidentiality standards, safeguarding sensitive patient information at all times during recordkeeping duties.
- Supported the nursing staff with essential tasks, streamlining the overall care process.
- Prepared medication doses accurately by following medication administration record (MAR) written by healthcare providers.
- Documented medication administration into electronic medical records (EMR) to avoid duplication of medication dosages.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
- Monitored medication storage area to maintain medication security and control.
IT Tech Support
IBEX Global
06.2019 - 04.2022
- Troubleshooting devices
- Helping customers get into their Apple ID Accounts
- Troubleshooting MAC Computers
- Sales
- Setting up appointments
- Creating Repairs
- Setting up replacements phones
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
Direct Support Professional Caregiver
Brighton Gardens LLC
01.2017 - 05.2019
- Take vitals
- Assist with feeding, transferring, changing, bathing, dressing and toileting
- Hoyer lift
- Prepare meals
- Positioning of residents
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Maintained detailed documentation of client progress, daily activities, incidents, and relevant observations to ensure continuity of care across team members.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Managed medications for clients, ensuring proper dosages were taken on schedule and any side effects were promptly reported to healthcare professionals.
Education
Completion - Medical Technician
T&L Learning School
04.2016
Completion - Personal Care Certification
T&L Learning School
04.2016
Skills
- Proficient in Microsoft software
- Typing speed of 75 WPM
- Patient vital signs monitoring
- Analytical reasoning
- Technical software skills
- Medication distribution
- Clinical terminology expertise
- HIPAA compliance training
- Detail-oriented data management
- Client care excellence
- OSHA certification
- Effective time management
- Advanced analytical skills
- Proficient in verbal and written expression
- Client support
- Engaged listening
- Troubleshooting expertise
References
Available upon Request
Certification
- CMT - Certified Medication Technician
- CPCT/A - Patient Care Technician/Assistant
Timeline
Customer Service Representative
Foundever
09.2023 - 04.2025
Realtor Assistant
Betty Abbott Keller Williams
11.2020 - 12.2024
Medication Aide
Wellpath
06.2019 - 02.2023
IT Tech Support
IBEX Global
06.2019 - 04.2022
Direct Support Professional Caregiver
Brighton Gardens LLC
01.2017 - 05.2019
Completion - Personal Care Certification
T&L Learning School
Completion - Medical Technician
T&L Learning School
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