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 CorporationPhiladelphia, PA
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, Virginia
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, New 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, Virginia
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, Virginia
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, Virginia
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, VA
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 University, Winter Park, Florida
Certificate in User Experience
Roanoke College, Salem, Virginia
Associate of Arts from Creative Writing
05.2001
Skills
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 WorkWork Location
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
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