Sharecka Sims
Corsicana
Summary
I am seeking a fulfilling career opportunity that offers growth opportunities and allows me to utilize my leadership skills and administrative experience.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. 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
21
21
years of professional experience
Work History
Senior Customer Service Representative
UnitedHealthcare
02.2024 - Current
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to providers, handled concerns quickly and escalated major issues to supervisor.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Provided empathetic support for Providers experiencing personal difficulties, building rapport and trust in our company..
- Mentored new employees, fostering skill development and team cohesion.
- Boosted team morale and help with teams chat support.
- Assisted in achieving project goals by conducting thorough research and providing valuable insights to the team.
Lead Client Service Representative
UT Southwestern
01.2022 - Current
- Main telephone liaison between outside clients and laboratory staff, constant communication with patients, doctors and nurses throughout the facility and DFW. Assist the client by answering routine questions, or research the answers for the clients.
- Developed training materials for new team members, fostering knowledge transfer and improving onboarding efficiency.
- Analyzed client feedback to identify trends, implementing changes that improved service delivery and engagement.
- Led client support initiatives, enhancing customer satisfaction through streamlined communication processes.
- Managed resolution of complex client issues, ensuring timely solutions and maintaining service excellence.
Patient Specialist Representative
Baylor Scott & White
11.2019 - 01.2022
- Greets patients
- Answers phones
- Patient intake and data entry
- Insurance verification and pre-authorization
- Schedules patient appointments
- Operates front office of outpatient centers
- Supports therapists and therapy assistants
- Daily cash balancing and weekly banking deposits
Receptionist/Administrative Assistant
Parkland Health & Hospital System
09.2016 - 06.2017
- Welcomes visitors by greeting them, in person or on the telephone; answering or referring inquiries. Directs visitors by maintaining employee and department directories; giving instructions. Maintains security by following procedures; monitoring logbook; issuing visitor badges.
- Managed front desk operations, ensuring efficient patient check-in and appointment scheduling.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Coordinated communication between departments to enhance patient care delivery.
- Maintained accurate patient records using electronic health record (EHR) systems.
- Trained new staff on office procedures and customer service standards.
Customer Service Representative
ERS
01.2015 - 05.2016
- Offering customers new and updated equipment while handling inbound and outbound collection calls working from home with minimum supervision ensuring that every customer is satisfied with their current accounts
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Processed orders efficiently using company-specific software to ensure timely fulfillment.
CORRECTIONAL OFFICER-SENIOR
TEXAS DEPARTMENT OF CRIMINAL JUSTICE
12.2010 - 11.2014
- Responsible for enforcing facility rules and regulations to ensure the facility efficiency. Responsible for managing emergency situations (medical, fire, security) according to facility procedures. Processes new admissions and transfers. Responsible for writing various narrative reports and records daily logs to ensure proper documentation. Use portable two-way radio.
TRAIN DISPATCHER
DALLAS AREA RAPID TRANSIT (DART)
08.2009 - 12.2010
- Responsible for maintaining count of trains and verifying location, communication with headquarters dispatchers and other transit authorities.
- Ensure passenger safety during and after transport. Inform passengers of emergencies and routine travel information.
PROPERTY PRESERVATION SPECIALIST
BANK OF AMERICA
11.2008 - 12.2009
- Mitigates loss to the company and investors by managing the maintenance and repair of bank owned foreclosure properties. Process all FHA, VA and Conventional loans within HUD guidelines. Conduct control audits of aged financial transactions on more complex loans, document findings and make necessary recommendations to clear balances. Complete refunds, chargeback adjustments due to inaccuracies and document issues. Work on a 2-person eviction team processing all FHA, VA and Conventional loans eviction orders and contact vendors for any follow ups.
ACCOUNTING CLERK
ACCOUNTEMPS
08.2007 - 09.2009
- Responsible for submitting payments, reconciling accounts. Other responsibilities: accounting duties, timesheets, expense reports, preparing financial statements and monthly reports and accruals. Prepared various reports and entered A/P and G/L entries.
- Processed invoices and expense reports, ensuring timely payments and accurate record-keeping.
- Reconciled bank statements with internal financial records to maintain accuracy and integrity.
PAYMENT SERVICE COORDINATOR
HOTELS.COM
01.2005 - 07.2009
- Basic and elevated reconciliation. Submit payment for various accounts in AP Recon & AS400, reaching a high daily goal with a near perfect quality. Also supplier relations work, where escalated issues are handled, and performed audits for quality teams.
- Coordinated service delivery across departments to enhance guest satisfaction and operational efficiency.
- Managed customer inquiries and resolved issues using CRM systems to ensure timely support.
Education
Business
University of North Texas
01.2010
Diploma - undefined
Honors Academy High School
01.2004
Skills
- Customer Service
- Call Center
- Quality assurance
- Microsoft office
- Administrative and office support
- MS word, excel, and outlook
- Microsoft Teams
- PowerPoint
- Problem-solving
- Time management
- Multitasking Abilities
- Organizational skills
Timeline
Senior Customer Service Representative
UnitedHealthcare
02.2024 - Current
Lead Client Service Representative
UT Southwestern
01.2022 - Current
Patient Specialist Representative
Baylor Scott & White
11.2019 - 01.2022
Receptionist/Administrative Assistant
Parkland Health & Hospital System
09.2016 - 06.2017
Customer Service Representative
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
Diploma - undefined
Honors Academy High School
Business
University of North Texas
Similar Profiles
Amanda EdmondsonAmanda Edmondson
Vice President, Network Management North Texas and Oklahoma at UnitedHealthcareVice President, Network Management North Texas and Oklahoma at UnitedHealthcare
Ryann SmithRyann Smith
Medicare Sales Agent at UnitedHealthcareMedicare Sales Agent at UnitedHealthcare
NURAN HAMEDNURAN HAMED
Prior Authorization Specialist at UnitedHealthcarePrior Authorization Specialist at UnitedHealthcare
Tangala JohnsonTangala Johnson
Care Advisor/Senior Customer Service Specialist at UnitedHealthcareCare Advisor/Senior Customer Service Specialist at UnitedHealthcare
Anna P SalazarAnna P Salazar
File Manager at Linebarger Goggan Blair & SampsonFile Manager at Linebarger Goggan Blair & Sampson