Sharonda Tolbert
Tampa
Summary
Motivated professional with extensive experience in customer service and a strong interest in vendor analysis and supply operations. Proven track record of resolving issues efficiently, and maintaining accurate records. Known for attention to detail, data entry accuracy, and cross-team collaboration. I am also skilled in conflict resolution, and customer satisfaction. Seeking to bring excellent communication and skills to a growing team. Eager to apply analytical skills and process improvement mindset to a senior analyst role in a growth-oriented organization.
Overview
18
18
years of professional experience
Work History
Coord-Tech Customer Svc
Verizon Connect
10.2019 - Current
- Managed day-to-day cases
- Collaborated with virtual teams across multiple locations and time zones in a global, cross-functional environment.
- Partnered with customer success and application support teams to determine root causes of platform automation issues and pursue impactful solutions.
- Managed short-term technical projects across two platforms for government and consumer accounts.
- Partnered with senior leadership and quality control teams to create automated reporting on key metrics.
- Handle Escalations
- Provide Conflict Resolutions
Medical Courier
Lab Logistics
Tampa, FL
06.2024 - 04.2026
- Ensured timely and accurate delivery of medical specimens across designated routes.
- Maintained compliance with safety standards during transportation of sensitive materials.
- Coordinated communication between healthcare facilities to streamline delivery processes.
- Utilized GPS and routing software to optimize delivery efficiency and reduce transit times.
- Implemented improvements in tracking systems, enhancing visibility of deliveries in real-time.
- Maintained a clean, organized, and safe vehicle environment to ensure the proper handling of medical supplies and equipment.
- Led initiatives to refine operational workflows, reducing errors and increasing overall service quality.
- Upheld compliance with HIPAA regulations while managing confidential patient information during deliveries.
- Ensured patient confidentiality by properly handling sensitive medical documents and specimens during transport.
- Maximized processes by managing delivery schedules and prioritizing based on urgency.
Medical Assistance/Medical records/Customer Svc
Lung Health Institute
12.2014 - 01.2020
- Analyzed and communicated best practices to enhance customer experience.
- Responded promptly to customer inquiries, maintaining professional expertise.
- Managed short-term projects as needed by leadership.
- Developing a customer-first experience strategy
- Maintained composure in critical situations, communicating effectively with customers.
- Partnered with customer success, and other support teams
- Process Claims & Prior Authorizations
Medical Assistant/Referral Specialist
Jimmie J. Wilbur MD
06.2008 - 07.2014
- Direct patient contact.
- CPT coding & billing.
- Process blood & urine.
- Check patients In & Out
- Take vitals & assist the Physician.
- Process referrals for patients to have procedures.
- Help patients manage their diabetes & Diabetic equipment Training.
- Analyzed and communicated best practices to enhance patient experience.
Education
Health Administration
Strayer University
Tampa, FL05.2028
Medical Assistant - Medical Assistant
Concorde Career Institute
Tampa, FL01.2008
Cosmetology
Erwin Technical Institute
Tampa, FL01.2001
Skills
- Proficient Case Management
- Attention to Detail
- Strategic Planning Improvement
- Team Leadership
- Problem Solving & Critical Thinking
- Confidential Information Handling
- Escalations
- Claims Processing & Authorization
- Analyzed data and identified insights & Recommendations
- Excellent Written & Verbal Communication
- Data Entry & Documentation
- Policy & Procedure Compliance
- Patient Direct Contact
- Time Management & Prioritization
- Conflict Resolution
- Windows Operating Systems
- Word
- Incontact
- Microsoft Office
- PowerPoint & Excel
- Qualtrics
- Nexidia
- Tableau
Timeline
Medical Courier
Lab Logistics
06.2024 - 04.2026
Coord-Tech Customer Svc
Verizon Connect
10.2019 - Current
Medical Assistance/Medical records/Customer Svc
Lung Health Institute
12.2014 - 01.2020
Medical Assistant/Referral Specialist
Jimmie J. Wilbur MD
06.2008 - 07.2014
Health Administration
Strayer University
Medical Assistant - Medical Assistant
Concorde Career Institute
Cosmetology
Erwin Technical Institute