SHARECKA HUTCHISON
Corsicana,TX
Summary
I am seeking a fulfilling career opportunity that offers growth opportunities and allows me to utilize my leadership skills and administrative experience. Uses independent decision-making skills and sound judgment to positively impact company success. Enthusiastic Senior Customer Service Representative with more than 10 years of customer service and order management Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to providers and customers. Operates at high level to consistently meet or exceed business quality and productivity standards
Overview
22
22
years of professional experience
Work History
Customer Service Representative Team Lead
UnitedHealthcare
02.2024 - Current
- Led customer service team to resolve complex inquiries effectively.
- Managed high volume of daily calls, maintaining composure under pressure and delivering exceptional service to enhance customer satisfaction.
- Actively listened to providers, resolved concerns promptly, and escalated major issues to supervisor for effective problem resolution.
- Motivated team members through recognition and support in achieving goals, providing positive reinforcement and assisting with team chat support.
- Trained new employees on company procedures and best practices, fostering skill development and team cohesion.
- Provided empathetic support for Providers experiencing personal difficulties, building rapport and trust in our company..
- Conducted outbound customer service calls to follow up on issues, reinforcing commitment to customer care.
- Assisted in achieving project goals by conducting thorough research and providing valuable insights to the team.
Lead Client Service Representative
UT Southwestern
01.2022 - 02.2024
- Resolved complex client issues, providing timely solutions and ensuring high standards of service excellence.
- Led client support initiatives, enhancing customer satisfaction through streamlined communication processes.
- Analyzed client feedback to identify trends, implementing changes that improved service delivery and engagement.
- Acted as primary telephone liaison between clients and laboratory staff, facilitating communication among patients, doctors, and nurses across the facility and DFW while addressing inquiries and researching answers.
- Developed training materials for new team members, improving knowledge transfer and streamlining onboarding process.
Patient Specialist Representative
Baylor Scott & White
11.2019 - 01.2022
- Scheduled patient appointments, maximizing therapist availability and patient access
- Scheduled patient appointments
- Insurance verification and pre-authorization
- Operated front office, facilitating efficient daily operations and enhancing patient experience
- Assisted therapists with patient care tasks
- Welcomed patients into reception area
- Welcomed patients, fostering a welcoming and supportive environment
- Daily cash balancing and weekly banking deposits
Receptionist/Administrative Assistant
Parkland Health & Hospital System
09.2016 - 06.2017
- Welcomed visitors by greeting them in person or on the telephone, addressing inquiries and directing them to appropriate departments, enhancing visitor experience and organizational flow. Maintained security by following procedures, monitoring logbook, and issuing visitor badges.
- Welcomed visitors by greeting them in person or on the telephone, addressing inquiries and directing them to appropriate departments, enhancing visitor experience and organizational flow.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Trained new staff on office procedures and customer service standards to ensure consistent service quality.
- Coordinated interdepartmental communication, facilitating improved patient care delivery and streamlined processes.
- Maintained accurate patient records in electronic health record (EHR) systems, ensuring compliance and enabling efficient access to patient information.
Customer Service Representative Trainer
ERS
01.2015 - 05.2016
- Developed training programs for new customer service representatives.
- Developed instructional materials and resources to support ongoing training efforts.
- Collaborated with management to align training with company goals.
- Assessed training effectiveness through participant feedback and performance evaluations.
- Presented best practices to enhance customer experiences for teams.
CORRECTIONAL OFFICER-SENIOR
TEXAS DEPARTMENT OF CRIMINAL JUSTICE
12.2010 - 11.2014
- Enforced facility rules and regulations, ensured safety within the facility, managed emergency situations (medical, fire, security) using established procedures, processed new admissions and transfers, composed narrative reports, and maintained daily logs for accurate documentation.
- Monitored inmate behavior to ensure compliance with facility regulations and maintain a safe environment.
- Responded to emergencies and incidents, utilizing crisis intervention techniques effectively.
- Conducted regular inspections of housing units and common areas for safety hazards.
TRAIN DISPATCHER
DALLAS AREA RAPID TRANSIT (DART)
08.2009 - 12.2010
- Coordinated train schedules to ensure timely service across the transit network.
- Monitored train movements using advanced dispatching software and communication systems.
- Tracked train counts and confirmed locations, coordinating with headquarters dispatchers and transit authorities to maintain accurate service operations.
- Relayed important information and operational updates to train operators, facilitating effective communication and operational efficiency.
- Monitored conditions to ensure passenger safety during transport, providing timely information on emergencies and travel updates.
PROPERTY PRESERVATION SPECIALIST
BANK OF AMERICA
11.2008 - 12.2009
- Managed maintenance and repair of bank owned foreclosure properties to mitigate losses for company and investors. Process all FHA, VA and Conventional loans within HUD guidelines. Conducted control audits of aged financial transactions on complex loans, documented findings, and recommended actions to resolve outstanding balances. Processed refunds and chargeback adjustments for inaccuracies and documented related issues. Processed eviction orders for FHA, VA, and Conventional loans alongside a 2-person team.
- Inspected properties to ensure compliance with preservation standards, contributing to maintaining property value.
- Coordinated maintenance services for distressed properties, enhancing overall property condition and marketability.
- Managed vendor relationships for repair and maintenance projects, ensuring quality service and timely project completion.
ACCOUNTING CLERK
ACCOUNTEMPS
08.2007 - 09.2009
- Submitted payments and reconciled accounts while managing timesheets and processing expense reports, preparing financial statements and monthly reports to support financial operations.
- Processed invoices and expense reports to ensure timely payments and maintain accurate financial records, supporting effective cash flow management.
- Reconciled bank statements with internal financial records to ensure accuracy and uphold financial compliance.
PAYMENT SERVICE COORDINATOR
HOTELS.COM
01.2005 - 07.2009
- Executed reconciliations and submitted payments for accounts in AP Recon & AS400, ensuring accuracy in financial reporting.
- Managed customer inquiries and resolved issues through CRM systems, providing timely support to improve overall customer experience.
- Coordinated service delivery across departments to enhance guest satisfaction and streamline operations.
Education
Bachelor of Science - Business
University of North Texas
Denton, TX01-2010
Diploma -
Honors Academy High School
01-2004
Skills
- Customer Service
- Call Center
- Healthcare Customer Assistance
- Customer Inquiry Management
- Quality assurance
- Training development
- Team leadership
- Problem-solving
- Issue resolution
- Conflict Resolution
- Time management
- Multitasking Abilities
- Organizational skills
- Administrative and office support
- Microsoft office
- Microsoft Word, Excel, Outlook
- Microsoft Teams
- PowerPoint
Timeline
Customer Service Representative Team Lead
UnitedHealthcare
02.2024 - Current
Lead Client Service Representative
UT Southwestern
01.2022 - 02.2024
Patient Specialist Representative
Baylor Scott & White
11.2019 - 01.2022
Receptionist/Administrative Assistant
Parkland Health & Hospital System
09.2016 - 06.2017
Customer Service Representative Trainer
ERS
01.2015 - 05.2016
CORRECTIONAL OFFICER-SENIOR
TEXAS DEPARTMENT OF CRIMINAL JUSTICE
12.2010 - 11.2014
TRAIN DISPATCHER
DALLAS AREA RAPID TRANSIT (DART)
08.2009 - 12.2010
PROPERTY PRESERVATION SPECIALIST
BANK OF AMERICA
11.2008 - 12.2009
ACCOUNTING CLERK
ACCOUNTEMPS
08.2007 - 09.2009
PAYMENT SERVICE COORDINATOR
HOTELS.COM
01.2005 - 07.2009
Bachelor of Science - Business
University of North Texas
Diploma -
Honors Academy High School