Shavonne Marcus
Myrtle Beach,SC
Summary
Seeking a Customer Support Representative role, bringing 7 years of experience in customer relations and operational management. Excelled in resolving complaints and fostering loyalty at CVS, adept in high-volume transaction handling and policy adherence. Proven track record in customer service excellence from retail to distribution environments.
Clinical healthcare professional with a strong background in coordinating patient care and managing clinical operations. Skilled in team collaboration, ensuring seamless communication among staff, and adapting to evolving healthcare needs. Proven expertise in workflow optimization, patient scheduling, and compliance with medical regulations. Known for fostering supportive environment and delivering high-quality results.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Clinical Coordinator
Lincare Holdings, Inc Specialty Pharmacy Division
Clearwater, FL
03.2023 - 04.2024
- Mentored new clinical staff members for proper onboarding and orientation processes.
- Worked closely with clinic administrators to maintain a safe, clean and well-organized environment in which patients could receive care.
- Developed strong relationships with community partners to enhance support services available for patients beyond the clinical setting.
- Enhanced interdisciplinary collaboration through effective communication and coordination among healthcare team members.
- Ensured compliance with regulatory standards and best practices through diligent oversight of clinical procedures, documentation, and staff training.
- Implemented new policies and educated staff on changes.
- Mentored junior staff members, fostering a culture of professional growth and continuous improvement within the clinical team.
- Supervised and managed daily activities of clinical team consisting of [Number] physicians, nurses, and support staff.
Customer Relations Representative
CVS
Clearwater, FL
02.2020 - 01.2022
- As a Customer Relations Representative at CVS, I served as the primary point of contact for customer inquiries and concerns, ensuring a seamless and positive experience for all patrons
- I adeptly handled a high volume of transactions with efficiency and accuracy, while maintaining strict adherence to company policies and confidentiality protocols
- My role involved managing and resolving customer complaints with a solutions-oriented approach, contributing to the store's reputation for exceptional service
- I also provided knowledgeable assistance regarding products and services, facilitating sales and fostering customer loyalty
- My responsibilities extended to maintaining an organized and welcoming store environment, collaborating with team members to meet and exceed operational goals, and participating in ongoing training to stay abreast of the latest company offerings and industry standards
Shift Supervisor
Kentucky Fried Chicken
Columbia, SC
03.2017 - 10.2019
- Trained new employees and delegated daily tasks and responsibilities.
- Completed store opening and closing procedures and balanced tills.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Responded to and resolved customer questions and concerns.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Helped store management meet standards of service and quality in daily operations.
- Enforced company policies and regulations with employees.
- Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Served as a liaison between employees and upper management effectively facilitating communication that bridged any existing gaps.
- Monitored staff compliance with health codes, ensuring high standards of cleanliness throughout the facility consistently met or exceeded expectations.
- Resolved conflicts among team members diplomatically, promoting a harmonious work atmosphere conducive to collaboration.
- Conducted routine inspections to check quality and compliance with established specifications.
- Increased sales performance through effective upselling techniques and staff training initiatives.
- Completed cash and credit card transactions accurately using POS software.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Managed staff hiring, training and supervision.
- Oversaw loading and unloading of packages in warehouse.
- Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.
Distribution Warehouse Manager
Kellogg's
Harrisburg, Pa
01.2015 - 01.2017
- Managed logistics, warehouse operations, and customer service, ensuring timely shipment and safe delivery of products within the full order cycle
- Conducted periodic audits of inventory levels to ensure accuracy, identifying discrepancies for swift resolution.
- Cleaned and maintained warehouse in compliance with OSHA safety standards.
- Maintained a safe work environment by enforcing strict adherence to OSHA guidelines and company policies.
- Oversaw upkeep of equipment and physical condition of warehouse, identifying and ordering needed repairs, renovations, and replacements.
Store Manager's Assistant
Western Beef Supermarket
The Bronx, NY
02.2006 - 01.2009
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Rotated merchandise and displays to feature new products and promotions.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Created and maintained safe and secure work environments for employees.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Marked-down clearance items and relocated merchandise to proper store areas.
- Trained newly hired sales team in upselling techniques.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
Education
Master of Science - Health Care Management
Ultimate Medical Academy
Clearwater, FL06-2024
Master of Science - Behavioral Sciences
Ashworth College
Norcross, GA06-2020
High School Diploma - English
Humanties High School
New York, NY06-1999
Skills
- Staff scheduling
- Clinical leadership
- Clinical documentation
- Developing training programs
- Staff development
- Patient services management
- Clinical supervision
- Infection control
- Medical records management
Accomplishments
- Managed and tracked certification and re-certification schedules for over 50+ staff.
- Devised effective policies and protocols resulting in 90% compliance with audit requirements.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- CCMA Training - 6 years
- Certified CCMA, NHA - 2 years
- Certified C..P.R, Red cross - 2 years
- Certified Safeserve, Food Safety - 1 year
Languages
Spanish
Native or Bilingual
Timeline
Clinical Coordinator
Lincare Holdings, Inc Specialty Pharmacy Division
03.2023 - 04.2024
Customer Relations Representative
CVS
02.2020 - 01.2022
Shift Supervisor
Kentucky Fried Chicken
03.2017 - 10.2019
Distribution Warehouse Manager
Kellogg's
01.2015 - 01.2017
Store Manager's Assistant
Western Beef Supermarket
02.2006 - 01.2009
Master of Science - Health Care Management
Ultimate Medical Academy
Master of Science - Behavioral Sciences
Ashworth College
High School Diploma - English
Humanties High School
Similar Profiles
Stephanie GreenStephanie Green
Customer Pay Support at Lincare Holdings, Inc Specialty Pharmacy DivisionCustomer Pay Support at Lincare Holdings, Inc Specialty Pharmacy Division
Bianca RosaBianca Rosa
Dispatcher Coordinator at Lincare Holdings, Inc Specialty Pharmacy DivisionDispatcher Coordinator at Lincare Holdings, Inc Specialty Pharmacy Division
Timberland TerryTimberland Terry
Customer Service Representative at Lincare Holdings, Inc Specialty Pharmacy DivisionCustomer Service Representative at Lincare Holdings, Inc Specialty Pharmacy Division