Shawna Gillim
Conway,AR
Summary
Dedicated customer service specialist with a proven track record in relationship management and innovative problem-solving. Committed to enhancing customer satisfaction through effective communication and conflict resolution.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Unit Customer Service Specialist
Baptist Health
Conway, AR
06.1999 - 05.2026
- Completed day-to-day duties accurately and efficiently.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Enhanced customer satisfaction through effective problem resolution with knowledgeable and friendly service.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Identified needs of customers promptly and efficiently.
- Delivered attentive service to customers during face-to-face interactions and phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Achieved high customer satisfaction by implementing creative solutions to resolve issues.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Achieved cost-savings by developing functional solutions to problems.
Life Skills Trainer
Conway Human Development Center
Conway, AZ
09.1991 - 06.1999
- Developed individualized life skills plans for clients at Conway Human Development Center.
- Conducted regular assessments to evaluate client progress and needs.
- Collaborated with interdisciplinary teams to ensure comprehensive client support.
- Implemented behavioral strategies to promote positive decision-making among clients.
- Advocated for client needs during meetings with families and stakeholders at Conway Human Development Center.
- Promoted development of positive social skills by modeling appropriate behavior.
- Coached clients on interpersonal skills, active listening, and nonverbal communication.
- Conducted one-on-one sessions with participants to discuss challenges they have encountered while applying newly acquired life skills.
- Facilitated open discussions among group members, fostering a supportive environment for sharing personal experiences related to life skill topics.
- Documented client interactions and progress to uphold compliance with center policies and support effective care delivery.
- Maintained detailed records of client interactions, including assessments, evaluations, treatment plans, and progress reports, to ensure accurate tracking of client development.
- Documented participation in classroom and individual instruction.
- Supervised developmentally delayed adults in usage of assistive technologies within the classroom environment to help them maximize benefits from such equipment.
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
- Built and maintained strong relationships with patients by successfully resolving issues and responding promptly to phone inquiries.
Education
Some College (No Degree) -
Pulaski Technical College
North Little Rock, ARSome College (No Degree) - Nursing
University of Arkansas Morrilton
Morrilton, ARSkills
- Customer relationship management (CRM)
- Customer service
- Customer engagement
- Complaint resolution
- Complaint handling
- Issue resolution
- Problem resolution
- Service improvement
- Process optimization
- Customer satisfaction measurement
- Time management
- Team collaboration
- Call triaging
- Report creation
- Critical thinking
- Creative problem solving
- Adaptability to change
- Adaptability
- Active listening
- Empathy and patience
- Interpersonal communication
- Conflict resolution
- Effective communication
- Problem solving
- Telephone etiquette
- Client advocacy
- Adaptive team player
- Adaptive team player
Certification
- CPR
- Certification of Telemetry
Accomplishments
- Employee of the Month
- Great Catch Award
Timeline
Unit Customer Service Specialist
Baptist Health
06.1999 - 05.2026
Life Skills Trainer
Conway Human Development Center
09.1991 - 06.1999
Some College (No Degree) -
Pulaski Technical College
Some College (No Degree) - Nursing
University of Arkansas Morrilton