Sharlea Starks
Nashville,TN
Summary
Dedicated and results-driven customer service professional with extensive experience in high-volume call environments, healthcare administration, and technical support. Proven ability to manage 80+ inbound and outbound calls daily while maintaining accuracy, professionalism, and empathy. Skilled in account management, patient registration, and issue resolution across diverse industries. Seeking a position where I can leverage my strong communication skills, problem-solving abilities, and commitment to service excellence to support organizational goals and enhance customer experience.
Experienced with handling member inquiries and delivering comprehensive support. Utilizes excellent communication and problem-solving skills to resolve issues efficiently. Knowledge of fostering positive member relationships and enhancing service satisfaction.
Overview
7
7
years of professional experience
Work History
Transit Bus Operator
WeGo Transit Origination
Nashville, TN
08.2025 - 01.2026
- Operated transit buses safely, adhering to all traffic regulations and company policies.
- Managed daily bus schedules, ensuring timely departures and arrivals at designated stops.
- Conducted pre-trip inspections, identifying mechanical issues and reporting them for maintenance.
- Provided exceptional customer service, assisting passengers with inquiries and addressing concerns promptly.
MEMBER SERVICE REP
Archimedes via Express Employment
Brentwood, TN
02.2025 - 06.2025
- Effectively communicate complex insurance products and services in a clear, client-friendly manner to support informed decision-making.
- Consistently deliver high levels of customer satisfaction by providing proactive, solutions-focused support and maintaining open communication.
- Collaborate seamlessly with cross-functional teams to enhance service delivery, streamline processes, and elevate the overall client experience.
TIER III REP
QTC Management
Nashville, TN, USA
12.2020 - 01.2025
- Proven ability to manage high volumes of customer inquiries while delivering prompt, effective resolutions and maintaining service quality.
- Experienced member service representative with over five years in the insurance industry, providing knowledgeable and reliable client support.
- Skilled in analyzing customer feedback and trends to identify service gaps, implement improvements, and drive higher customer retention.
- Streamlined documentation processes, improving operational efficiency and accuracy.
ER PATIENT REGISTRATION
SAINT THOMAS WEST
Nashville, TN, USA
07.2020 - 12.2020
- Verified patient demographics and insurance information to ensure accurate billing and timely collections.
- Provided support to physicians and nursing staff, assisting with patient placement and coordination of care.
- Maintained a clean, safe, and compliant work environment in alignment with healthcare standards.
- Managed patient and customer accounts, including updating services and features as needed.
- Collaborated with EMS personnel during patient intake and emergency response procedures.
- Adhered to all applicable federal and state regulations governing patient privacy, safety, and healthcare operations.
DIRECT SUPPORT PERSONAL/CUSTOMER SERVICE REP
Asurion Verizon
Nashville, TN, USA
10.2018 - 07.2020
- Utilized the Intercom Plus workflow system to process CLNR (Certified Like New Replacement) devices and provide technical support to customers.
- Proactively established and maintained strong customer relationships by delivering tailored assistance and resolving a wide range of service issues.
- Handled high volumes of consecutive calls with precision while actively promoting and upselling featured in-home services.
- Managed customer accounts by updating service features, resolving discrepancies, and ensuring accurate recordkeeping.
- Collaborated with multidisciplinary teams to develop and implement individualized care plans.
Education
Associate of Science - Criminal Science
Southern New Hampshire University
Hooksett, NH11-2026
High School Diploma -
Old Cockrill Highschool
Nashville, TN07-2011
Skills
- High-volume call handling – Proven ability to manage 80 inbound/outbound calls daily while maintaining quality service
- Customer relationship management (CRM) – Skilled in using CRM systems to track interactions, manage accounts, and improve client satisfaction
- Insurance verification and patient intake – Experienced in verifying insurance and patient information in healthcare environments
- Problem solving and conflict resolution – Strong ability to de-escalate issues, resolve customer concerns, and ensure positive outcomes
- Cross-functional collaboration – Comfortable working with healthcare teams, EMS personnel, and internal departments to streamline service delivery
- Dispute resolution
- Escalation handling
- Relationship building
Timeline
Transit Bus Operator
WeGo Transit Origination
08.2025 - 01.2026
MEMBER SERVICE REP
Archimedes via Express Employment
02.2025 - 06.2025
TIER III REP
QTC Management
12.2020 - 01.2025
ER PATIENT REGISTRATION
SAINT THOMAS WEST
07.2020 - 12.2020
DIRECT SUPPORT PERSONAL/CUSTOMER SERVICE REP
Asurion Verizon
10.2018 - 07.2020
Associate of Science - Criminal Science
Southern New Hampshire University
High School Diploma -
Old Cockrill Highschool