Summary
Overview
Work History
Education
Skills
Timeline
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Sha'Quita Murphy

Atlanta,GA

Summary

5-9 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.

Overview

14
14
years of professional experience

Work History

Customer Care Representative

Clipboard Health
09.2022 - Current
  • Take calls from customers answering questions or addressing any concerns they may have
  • Duties include handling many inbound and outbound calls to and from customers, listening to customers needs or issues and providing helpful solutions to their problems.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.

Customer Support Associate

Northside Hospital
04.2022 - 05.2024
  • Handle complaints, provide appropriate solutions for customers, and follow up to resolve any issues their customers experience
  • Listen to customers' questions and concerns and provide answers or responses
  • Provide information about products and services
  • Take orders, calculate charges, and process billing or payments
  • Review customer accounts and make changes, if necessary
  • Active listening, interpersonal skills, communication, complaint resolution, empathy, and positivity.
  • Monitored employee and customer interactions to assess quality of service.
  • Increased support quality with thorough troubleshooting and problem-solving techniques.
  • Exceeded customer expectations by going above and beyond standard support protocols when necessary, resulting in increased satisfaction rates.
  • Consistently met or exceeded performance metrics, showcasing dedication to providing exceptional support services.
  • Reduced response times for client issues through effective prioritization and task management.
  • Balanced multiple tasks simultaneously, maintaining focus on delivering optimal outcomes for each client interaction.
  • Answered questions regarding seller inventory, shipping, payments and buyer complaints.
  • Advocated for sellers and provided feedback to enhance selling process for overall improvements.
  • Demonstrated computer skills for data entry and answered broad variety of inquiries.
  • Delivered prompt resolutions to complex issues through effective escalation management and collaboration with specialized departments.

Medical Call Center Representative

Grady Medical Systems
07.2020 - 08.2022
  • Maintained a high degree of professionalism and empathy during difficult calls, providing emotional support to distressed patients while addressing their concerns.
  • Maintained accurate patient records with diligent data entry and effective communication with healthcare professionals.
  • Enhanced call center performance by providing excellent customer service and consistently meeting performance metrics.
  • Streamlined appointment scheduling process, ensuring timely access to care for patients in need.
  • Assisted in updating internal policies and procedures, leading to an improved workflow within the call center.
  • Contributed to the development and implementation of call center initiatives aimed at improving patient experiences and overall operational efficiency.
  • Demonstrated adaptability by quickly learning new software systems used for managing patient accounts and medical information.
  • Reduced wait times for callers by managing a high volume of calls effectively without compromising quality of service.
  • Prioritized urgent matters while multitasking, ensuring that critical issues were addressed promptly and accurately.
  • Processed debit and credit card and electronic check payments.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Investigated and resolved customer inquiries and complaints quickly.

Customer Service Representative

Home Depot
06.2019 - 07.2020
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Created and maintained detailed database to develop promotional sales.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Managed timely and effective replacement of damaged or missing products.
  • Sought ways to improve processes and services provided.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Provided primary customer support to internal and external customers.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Data Entry Clerk

Marriott International, Inc.
04.2017 - 07.2019
  • Completed data entry tasks with accuracy and efficiency.
  • Followed established procedures to enter and process data correctly.
  • Organized, sorted, and checked input data against original documents.
  • Scanned documents and saved in database to keep records of essential organizational information.
  • Entered data into various computer systems accurately using Microsoft Office Suite.
  • Verified accuracy of data entered into system to produce error-free reports.
  • Verified entered data against source documents to maintain consistency across multiple platforms within the organization.
  • Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
  • Collated and organized data entry documents into filing systems for easy access.
  • Developed and maintained databases to store customer information.
  • Evaluated source documents to locate needed information.
  • Sorted documents and maintained organized filing process.
  • Prioritized tasks effectively to ensure timely completion of all assigned projects without sacrificing attention to detail.
  • Performed regular audits on database content to identify outdated or inaccurate records requiring updates or removals.

Claims Specialist

Einstein Medical
05.2010 - 03.2017
  • Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
  • Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
  • Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
  • Responded to inquiries by answering questions, providing information and directing customers to appropriate resources.
  • Provided exceptional customer service during stressful situations by offering empathy and support while resolving issues efficiently.
  • Reduced claim processing errors by conducting thorough investigations and accurately interpreting policy details.
  • Achieved performance targets consistently through attention to detail, effective time management, and strong decision-making abilities.
  • Provided advice to customers regarding claims, rights and insurance processes to prevent disputes.
  • Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
  • Escalated files with significant indemnity exposure to supervisor for further investigation.
  • Performed administrative duties by verifying documentation, researching facts and contacting other parties involved to determine fault percentages and minimize potential losses.
  • Followed up with customers on unresolved issues.
  • Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
  • Reviewed outstanding requests and redirected workloads to complete projects on time.
  • Maintained confidentiality of patient finances, records, and health statuses.

Education

South College - Asheville
Asheville, NC

Diploma -

Northeast High School
Philadelphia, PA

Community College of Philadelphia
Philadelphia, PA

Skills

  • Customer Service
  • Inbound Customer Service
  • Data Entry
  • Call center experience
  • Complaint Handling
  • Problem Resolution
  • Payment Processing
  • Customer Relations
  • Appointment Scheduling
  • Documentation And Reporting
  • Billing coordination
  • Computer Skills
  • Calm Under Pressure
  • Teamwork and Collaboration
  • Microsoft Office
  • Understanding Customer Needs
  • Work Prioritization
  • Customer Data Confidentiality
  • Call Center Operations
  • Policies and Procedures Adherence
  • Call Documentation
  • MS Office
  • Issue and Complaint Resolution
  • Complaint resolution
  • Inbound Call Management
  • Product Knowledge
  • Data Management
  • Multi-line phone talent
  • Administrative and Office Support
  • Order documentation

Timeline

Customer Care Representative

Clipboard Health
09.2022 - Current

Customer Support Associate

Northside Hospital
04.2022 - 05.2024

Medical Call Center Representative

Grady Medical Systems
07.2020 - 08.2022

Customer Service Representative

Home Depot
06.2019 - 07.2020

Data Entry Clerk

Marriott International, Inc.
04.2017 - 07.2019

Claims Specialist

Einstein Medical
05.2010 - 03.2017

South College - Asheville

Diploma -

Northeast High School

Community College of Philadelphia

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Sha'Quita Murphy