SHARON MAIAVA
Tacoma,WA
Summary
Reliable Customer Service Agent versed in applying strong communication and multitasking skills in fast-paced environment. Ability to problem solve and help resolve customer issues and maximize satisfaction. Experience in training and supporting new team members with station airport protocols and procedures. Successfully works as part of a team to achieve personal and company goals.
Overview
16
16
years of professional experience
Work History
Customer Service Agent
Southwest Airlines
Seattle, Washington
04.2025 - Current
- Assisted customers at ticket counter with processing payments for fares, baggage, and ancillary fees to facilitate smooth transactions
- Coordinated with operations agent on standby passengers, weight restrictions, and flight status to streamline boarding process.
- Made gate and concourse announcements to ensure accurate gate and flight information
- Trained new team members on Altea CM and Ops Suite software as well as ticket counter, gate, and baggage protocols and procedures.
Front Office, Biller
Bright Smile Dental
Tacoma, WA
11.2022 - 01.2025
- Accepted and processed payments from patients via Cardpointe payment system, ensuring secure transactions.
- Processed insurance payments by verifying claim details and ensuring accuracy, contributing to efficient payment cycles.
- Educate patients on treatment options in coordination with patients' insurance coverage and outlined pricing details.
- Assisted patients in person, by telephone, or electronically with appointments, services and products
Secretary
Washington Conference of SDA
Tacoma, WA
11.2018 - 05.2021
- Supported church departments by managing office communications, addressing telephone calls, emails, and in-person inquiries regarding community events, building rentals, and church programs/services.
- Managed office inventory by tracking supply levels and placing orders to maintain adequate stock.
- Improved and reformatted weekly member newsletter which helped to grow email subscriptions and online engagement.
- Created and printed bulletins and inserts to ensure accurate program information for weekly gatherings.
Patient Access Representative
Group Health Cooperative
Tacoma, WA
01.2010 - 01.2013
- Processed patient paperwork for medical leaves, authorization forms, and doctor notes to ensure compliance and timely access to care.
- Greeted and directed patients to appropriate departments, enhancing patient flow across multiple clinic areas.
- Answer multi-line telephone, screen and direct calls, take messages and provide requested information to customers.
- Consistently maintained an average of 85% or above in call quality score.
Education
Medical Administrative Assistant Certificate -
Everest College
Renton, WA10-2010
High School Diploma -
Kent Mountain View Academy
Kent, WA06-2008
Skills
- Effective communication
- Conflict resolution
- Time management
- Multitasking
- Software proficiency
- Employee training
Timeline
Customer Service Agent
Southwest Airlines
04.2025 - Current
Front Office, Biller
Bright Smile Dental
11.2022 - 01.2025
Secretary
Washington Conference of SDA
11.2018 - 05.2021
Patient Access Representative
Group Health Cooperative
01.2010 - 01.2013
Medical Administrative Assistant Certificate -
Everest College
High School Diploma -
Kent Mountain View Academy