Shawna Ollie
Client Advocate, Proficient Customer Support Specialist
Sacramento,CA
Summary
Service-oriented Client Advocate, with passion for providing excellent customer service. Friendly, personable and always professional under pressure. Known for thriving in fast-paced and busy environments while demonstrating awareness and sensitivity to patient/family rights. Eager to secure entry level Teleservice Representative position.
Overview
14
14
years of professional experience
Work History
Client Advocate
City Of Refuge Sacramento
Sacramento , CA
06.2021 - Current
- Educated over 50 patients on available wellness services and guided each through process.
- Managed data integrity by implementing Apricot & HMIS methods to enhance information confidentiality for over 50 clients .
- Maintained positive office environment using active listening and prompt problem solving.
- Documented customer orders and conveyed special requests to staff.
- Determined needed and relevant interventions based on each client's cognitive abilities and current needs.
- Improved clients' coping with routine life activities such as food budgeting and rental payments.
- Worked with over 50 clients to improve life choices and maximize benefits of programs.
- Coordinated referrals and direct support for over 50 homeless families in MVP program.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Used Microsoft Word and other software tools to create documents and other communications.
- Maintained excellent attendance record, consistently arriving to work on time.
- Resolved problems, improved operations and provided exceptional service.
- Prepared variety of different written communications, reports and documents
Membership Services/RTV Clerk/Optician/Supervisor
Costco Wholesale
Tracy , CA
06.2006 - 10.2019
- Handled day-to-day shipping and receiving overseeing more than 50 orders daily.
- Assisted prospective and established members in person or by telephone.
- Answered questions about store policies and addressed customer concerns.
- Filed claims with vision and medical insurance companies to garner payment for optical services.
- Provided friendly service and assistance to clients promote customer loyalty, satisfaction and sales.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Responded to customer requests for products, services and company information.
- Managed calls and assists over 100 members day- to- day as well as signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Communicated with carrier representatives, arranging for special deliveries and shipment receipts
Education
No Degree - Mass Communications
Las Positas College
Livermore, CASkills
- Telephone Etiquette
- Multitasking Abilities
- First Aid/CPR
- Decision Making
- Data Entry
- Teamwork and Collaboration
- Analytical and Critical Thinking
- MS Office
- Attention to Detail
- Planning and Coordination
- Flexible and Adaptable
- Problem-Solving
- Cultural Awareness
- Active Listening
- Understanding of Trauma Informed Care
Photography and Videography
I have my own Videography & Photography Business, that I manage and schedule my own work load and appointments.
Quote
The best way out is always through.
Robert Frost
Timeline
Client Advocate
City Of Refuge Sacramento
06.2021 - Current
Membership Services/RTV Clerk/Optician/Supervisor
Costco Wholesale
06.2006 - 10.2019
No Degree - Mass Communications
Las Positas College
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