Summary
Overview
Work History
Education
Skills
Additionalinformation - Summary
Personal Information
Timeline
Generic

Shawna Cromer

Avon,US

Summary

Professional and knowledgeable Customer Experience Associate versed in administrative support and customer service. Highly efficient and accurate with strong planning, problem-solving and communication skills.

Overview

12
12
years of professional experience

Work History

Customer Experience Associate- Front Desk

Avient
05.2023 - Current
  • Greet incoming visitors and customers professionally and provide friendly, knowledgeable assistance.
  • Keep reception area clean and neat to give visitors positive first impression.
  • Ensure a welcoming atmosphere for guests with efficient check-in and check-out procedures.
  • Provide administrative support to staff members, assisting with daily tasks as needed to promote productivity across the organization.
  • Maintains well-organized reception area with updated materials, contributing to welcoming environment for visitors.
  • Maintained visitor log for entering and leaving facility for security purposes.
  • Helped maintain office security by monitoring visitor access and issuing badges.
  • Gathered documents, data, and formulated analytics to prepare issues for discussion and reports for review.
  • Promote positive work environment through effective communication skills and fostering professional relationships among colleagues.
  • Assist internal stakeholders in scheduling and reserving conference rooms as needed.

Customer Experience Associate

Avient
10.2021 - 05.2023
  • As a member of the Customer Experience team, I am instrumental in developing the Avient brand by communicating directly with customers to solve real-time issues, answer questions and ensure customer inquiries are appropriately routed
  • My goal is to provide our customers with an impeccable experience, exceeding all expectations every time people are in touch with us
  • Provide a positive customer experience across multiple platforms including phone, email, web inquiries, chat to address customer needs in a timely and professional manner
  • Assess situations to provide first-contact issue resolutions, deliver relevant resources, and/or direct inquirer to appropriate contact
  • For customer sales inquiries, act as first point of contact by collecting requirements from customer, creating lead request in sales force, and routing to appropriate sales channel
  • Develop cross-functional relationships with corporate and business unit stakeholders in order to deliver highly aligned solutions
  • Use a variety of systems such as SAP and Salesforce to manage, route, and address customer inquiries while meeting quality and productivity goals.
  • Provide administrative support - activities may include, but are not limited to, invoice administration, filing, scanning, copying, supply ordering, and data entry.

Customer Service Representative/ DME Specialist

HEALTH AID OF OHIO
02.2019 - 10.2021
  • The Customer Service representative/DME Same Day Specialist is responsible for performing all tasks relative to in-house communications with the patient/client and verification of third-party reimbursement
  • Answer incoming phone calls, take customer orders
  • Maintain open communication with patients/clients and referral sources
  • Respond to patient/client questions and problems
  • Set up new patient/client files
  • Verify private insurance, Medicare, Medicaid coverage
  • Obtain written orders and Insurance authorizations for equipment as required by insurance carrier
  • Assisted customers in person
  • Created customer appointments
  • Maintained up-to-date knowledge of customer accounts
  • Explained products and benefits
  • Confirmed payments, refunds, etc
  • Provided assistance to clients

Director of Human Resources

CHS Therapy
10.2019 - 01.2020
  • Responsible for all Human Resource functions for 6000+ employees with 13 direct reports across 30 states in the US
  • Ensure compensation and benefits programs are in place and managed to support established goals and objectives
  • Develops, recommends and implements policies and procedures; review and approve invoices for payment
  • Work closely with operations on new business ventures, staffing needs, and Ensuring compliance with federal and state regulations concerning employment
  • Process Payroll for Corporate staff
  • Coach Managers on employee performance, employee relations issues and other people management initiatives
  • Thorough investigation of employee relations issues with resolution
  • Manage immigration/Visa process for sponsorship of foreign employees when needed
  • Analyze worker's compensation claims and process complex or technically difficult claims by investigating and gathering information to determine the exposure on the claim
  • Managed worker's compensation claims through well-developed action plans to an appropriate and timely resolution
  • Manage Unemployment claims and respond to all requests from state for information accordingly
  • Communicate and administer all benefit plans including workers compensation, FMLA and leave of absence

HR Generalist

CHS Therapy
10.2018 - 10.2019
  • Processed Payroll for 600+ employee's
  • Coach Managers on employee performance, employee relations issues and other people management initiatives
  • Managed worker's compensation claims through well-developed action plans to an appropriate and timely resolution
  • Communicate and administer all benefit plans including workers compensation, FMLA and leave of absence
  • Onboarded over 2000+ employee's

Patient Account Representative

JP Recovery Services, Inc.
10.2016 - 10.2018
  • Company Overview: Partnering with Akron children's Hospital
  • The purpose of the Patient Account Representative is to make and receive calls for payments on outstanding accounts and pre-screen for assistance eligibility
  • Takes insurance information for covered services
  • Partnering with Akron children's Hospital

Trainer and Supervisor of Data Entry and Credit Verification department

United Consumer Financial Services
06.2015 - 10.2016
  • To manage and train new staff on making and receive calls to customers for credit verifications
  • Run consumer credit reports & follow-up
  • Heavy use of phones, computers and office equipment

Customer Service Associate

Home Depot
12.2014 - 06.2015
  • Special Service Associates are responsible for following through on special order and install sales from beginning to end
  • They ensure that Customers receive both the products they ordered and the services they requested in a timely and accurate manner
  • Special Service Associates will interact with Vendors, Installers, Associates in the store, trucking/shipping companies and the Customers themselves to ensure that excellent customer service is achieved
  • They will work at the desk answering customer questions and resolving any issues that arise

Paint Sales Specialist

Home Depot
04.2013 - 12.2014
  • Sales associates provide fast, friendly service by actively seeking customers to assess their needs and provide assistance
  • They have an emphasis on the department and product knowledge, providing information on product features, and informed about related items
  • Associates know how to greet, qualify, recommend and close every customer in their department, and know how to handle basics in adjacent departments
  • Sales associates maintain the in-stock condition of assigned areas, and ensure that it is clean and safe
  • Each associate has the responsibility of providing a safe working and shopping environment by following all safety policies & standards, completing specified safety training, immediately correcting hazards & unsafe conditions or reporting conditions to the manager on duty
  • These associates work in cooperation with their department supervisor, other associates in their department, as well as other sales departments, to ensure customers' needs are met

Education

High school or equivalent -

Belford High School
01.2010

High school or equivalent -

Avon High School
01.2008

Skills

  • Microsoft office

  • Data Entry

  • Trainer

  • Customer Service Skills

  • Epic

  • As400

  • Management

  • Payroll

  • Employee Relations

  • Human Resources

  • Word

  • Compensation

  • Powerpoint

  • Customer service

  • Workers' Compensation

  • Human Resources Management

  • Talent Acquisition

  • Performance Management

  • Leadership

  • Conflict Management

  • Benefits Administration

  • Basic math

  • Process improvement

  • Medical terminology

  • Typing

  • Employee Orientation

  • Interviewing

  • Salesforce

  • SAP

    • Policy improvement

    Teamwork and Collaboration

    Problem Resolution

    Microsoft Office

    Relationship Building

  • Calm and Professional Under Pressure

Additionalinformation - Summary

Energetic and accomplished customer service with extensive administrative experience. Reputation for strong organizational skills and excellent communication skills in a fast-paced environment.

Personal Information

  • Willing To Relocate: Anywhere
  • Authorized To Work: US for any employer

Timeline

Customer Experience Associate- Front Desk

Avient
05.2023 - Current

Customer Experience Associate

Avient
10.2021 - 05.2023

Director of Human Resources

CHS Therapy
10.2019 - 01.2020

Customer Service Representative/ DME Specialist

HEALTH AID OF OHIO
02.2019 - 10.2021

HR Generalist

CHS Therapy
10.2018 - 10.2019

Patient Account Representative

JP Recovery Services, Inc.
10.2016 - 10.2018

Trainer and Supervisor of Data Entry and Credit Verification department

United Consumer Financial Services
06.2015 - 10.2016

Customer Service Associate

Home Depot
12.2014 - 06.2015

Paint Sales Specialist

Home Depot
04.2013 - 12.2014

High school or equivalent -

Avon High School

High school or equivalent -

Belford High School

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Shawna Cromer