Hi, I’m
Shanice Morgan
Norfolk,VA
Summary
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Smoothly equip employees to independently handle daily functions and meet customer needs.
Overview
9
years of professional experience
Work History
Rite Aid CorporationEtters
Central Clinical Support Coordinator
7 2023 - 5 2024
Job overview
- Galvanized upper management into making coordinated listings of medications used by clientele to coincide with current campaigns to better support current and future clinical support coordinators.
- Employed CCaaS Five9 daily to connect with over 2700+ patients to offer acute medicinal support such as expiration education, drug refill request, and connectivity to on-call pharmacists
- Assisted in coordinating and scheduling appointments for follow-up visits.
- Participated in continuing education opportunities, staying current on best practices in clinical support and applying new knowledge to enhance patient care.
- Reduced potential medication errors by carefully reviewing prescriptions for accuracy before administering treatments to patients.
- Improved patient satisfaction by addressing concerns promptly, providing compassionate assistance, and advocating on their behalf when necessary.
Capital One, N.A.Glen Allen
Customer Service Coordinator
03.2022 - 04.2023
Job overview
- Monitored and enhanced security of financial accounts with average value of $15M, maintaining segregation of duties & protecting against unauthorized access
- Proven track record of leading diverse teams and implementing widespread strategic initiatives that drive growth and profitability
- Spearheaded identification of core cases in MasterCard holder issues, leading to tailored proactive solutions; achieved 20% reduction in service escalations, fostering improved customer experience and loyalty
- Utilized CMSe to fast-track resolution of 15000+ customer debit card questions worldwide, increasing customer satisfaction by 65%.
- Maintained accurate records of customer interactions, tracking trends and identifying opportunities for improvement.
- Responded to customer needs through competent customer service and prompt problem-solving.
Starly Arts StudioNew York
Co-Editor
06.2021 - 01.2022
Job overview
- Enhanced quality control procedures by implementing a proofing system, resulting in 40% reduction in errors and significant improvement in content consistency across all materials
- Streamlined layout approval workflow by introducing collaborative review platform, which reduced approval times by 50% and increased productivity within the design team
- Created up to 25 promotional art designs for product launches utilizing Adobe Spark, Illustrator, Photoshop and Canva media creation applications, increasing customer engagement by 28%
- Organized literary collaboration of 15+ multigenerational, international artists in support of Space for Black Hair: Volume 1 - light and dreams, resulting in a collection featured on community organization, Black Girls in Media, projects to watch list
- Traveled to represent Starly Arts Studio at public engagements, increasing brand visibility by 100%.
- Nurtured professional relationships with freelancers to maintain steady streams of quality contributions.
- Collaborated with fellow editors for timely delivery of high-quality publications.
Rivers BasketsChesapeake
Creative Director
02.2014 - 05.2021
Job overview
- Collaborated with the executive team to strategize & construct a marketing campaign for the launch of the website, driving traffic by 25% within the first 6 months
- Coordinated discussions between stakeholders & senior management to resolve customer issues, culminating in 100% issue resolution rate
- Constructively evaluated perspectives from colleagues, resulting in strategic changes that improved distribution accuracy by 5%.
- Managed multiple projects simultaneously, ensuring timely completion and seamless execution.
- Monitored industry trends to keep creative materials fresh and engaging.
- Drove innovation by staying current on industry trends and incorporating new ideas into design work.
- Boosted team creativity and productivity by implementing collaborative workshops and regular brainstorming sessions.
DeSanie ProductionsChesapeake
Directive Lead
10.2019 - 01.2021
Job overview
- Spearheaded effective workflow management and issue resolution strategies across the team to complete tasks on schedule with 97% accuracy
- Guided 3-4 personnel to deliver debut project within projected timelines & budget, resulting in first time submission to Palette Poetry: Brush & Lyre Competition
- Provided original concept, dialogue & script for 'Happy Birthday: The Animation.'
- Met production targets and tight deadlines by collaborating closely with team members.
- Made sure that products were produced on time and are of good quality.
Virginia Symphony OrchestraNorfolk
Teleservice Representative
06.2019 - 03.2020
Job overview
- Introduced data-driven analysis to identify customer needs, resulting in a 20% upsurge in upsell opportunities; aligned service options with customer segments to enhance revenue streams
- Evaluated and addressed customer concerns promptly and effectively, resulting in a 95% customer satisfaction rate
- Conducted proactive customer follow-up calls to ensure 95% satisfaction rate with purchase, resulting in a 10% increase in customer loyalty.
Hampton Roads PrideNorfolk
Patron Assistant
06.2015 - 06.2017
Job overview
- Synthesized customer feedback for on-going service & product improvement initiatives with successful implementation of modified services
- Enforced process improvements across the patron service team through developing structured approaches and training programs leading to improved efficiency by 20%.
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
- Assisted manager in all aspects of business operations.
- Collaborated effectively with cross-functional teams to achieve shared goals in a timely manner.
Education
Full Sail UniversityWinter Park, Florida
Certificate in User Experience
Roanoke CollegeSalem, Virginia
Associate of Arts from Creative Writing
05.2001
Skills
Microsoft Office (Excel, Word, PowerPoint)
Call center experience
Customer service excellence
Strategic Planning
Team Leadership
Progressive Typing Speed: 40 WPM
Writing (Intermediate)
Project Management
Data Entry
Claim Filing
B2C Sales and Fundraising (Voluntary, Arts, Culture and Humanities Nonprofits, Custom Order)
Microsoft Office (Excel, Word, PowerPoint)
Leadership Experience
- Rivers Baskets, Chesapeake, Virginia, Creative Director, 02/01/14, 05/01/21, Collaborated with the executive team to strategize & construct a marketing campaign for the launch of the website, driving traffic by 25% within the first 6 months. Coordinated discussions between stakeholders & senior management to resolve customer issues, culminating in 100% issue resolution rate. Constructively evaluated perspectives from colleagues, resulting in strategic changes that improved distribution accuracy by 5%.
- DeSanie Productions, Chesapeake, Virginia, Directive Lead, 10/01/19, 01/01/21, Spearheaded effective workflow management and issue resolution strategies across the team to complete tasks on schedule with 97% accuracy. Guided 3-4 personnel to deliver debut project within projected timelines & budget, resulting in first time submission to Palette Poetry: Brush & Lyre Competition. Provided original concept, dialogue & script for "Happy Birthday: The Animation."
- Hampton Roads Pride, Norfolk, Virginia, Patron Assistant, 06/01/15, 06/01/17, Synthesized customer feedback for on-going service & product improvement initiatives with successful implementation of modified services. Enforced process improvements across the patron service team through developing structured approaches and training programs leading to improved efficiency by 20%.
References
- Elderd Sauls, Co-owner, Supervisor of Production, Rivers Baskets, (757) 305-2254, elderdsauls2@gmail.com, Direct supervisor
- Treyvon Benjamin, District Manager, North American Senior Benefits, (757) 910-9150, treyvonb.nasb@gmail.com, Respected member of the public sector
- JaDazia Stanifer, Assistant Language Teacher, Japanese Embassy, staniferjm@alumni.vcu.edu, Colleague on artistic endeavors
- Chaundra Jones-Johnson, Administrative Coordinator, Home Care Assistance Agency, (434) 981-4752, chaundra.jones98@gmail.com, Collegiate colleague
Languages
English
Native or Bilingual
French
Elementary
Work Preference
Work Type
Full TimePart TimeGig WorkLocation Preference
RemoteImportant To Me
Work-life balanceHealthcare benefitsPersonal development programsWork from home optionPaid time off401k matchCareer advancementTimeline
Customer Service Coordinator
Capital One, N.A.
03.2022 - 04.2023
Co-Editor
Starly Arts Studio
06.2021 - 01.2022
Directive Lead
DeSanie Productions
10.2019 - 01.2021
Teleservice Representative
Virginia Symphony Orchestra
06.2019 - 03.2020
Patron Assistant
Hampton Roads Pride
06.2015 - 06.2017
Creative Director
Rivers Baskets
02.2014 - 05.2021
Roanoke College
Associate of Arts from Creative Writing
05.2001
Central Clinical Support Coordinator
Rite Aid Corporation
7 2023 - 5 2024
Full Sail University
Certificate in User Experience