Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shawnta Spencer

Fuquay-Varina,United States

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Delivers proactive support on key administrative matters to promote productivity across departments. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.


Overview

16
16
years of professional experience
1
1
Certification

Work History

Front Desk Patient Coordinator

Apex Pediatrics
10.2023 - Current
  • Upheld confidentiality requirements and regulatory compliance guidelines.
  • Assisted patients with completing necessary paperwork and forms to provide healthcare facilities with essential information to bill for services.
  • Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
  • Obtained payments from patients and scanned identification and insurance cards.
  • Completed administrative patient intakes with case histories, insurance information and mandated forms.
  • Performed various administrative tasks by filing, copying and faxing documents.
  • Answered phone calls and messages for 5-physician physical therapy medical facilities, scheduling appointments, and handling patient inquiries

Front Office Coordinator

Upstream Rehabilitation
04.2022 - 01.2023
  • Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
  • Collect patient and client documents and information upon referral.
  • Created and updated records and files to maintain document compliance.
  • Aided colleagues, managers, and customers through regular communication and assistance.
  • Delivered top-notch administrative support to office staff, promoting excellence in office operations.
  • Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
  • Welcomed patrons and immediately offered assistance by asking open-ended questions.
  • Entered and maintained departmental records in company database.
  • Conducted insurance verification for 20+ patients daily.
  • Monitored office supplies by checking inventory and placing orders
  • Maintained files and records by implementing effective filing systems that boosted efficiency and organization
  • Conducted research to assist with routine tasks and special projects
  • Inventoried and ordered office supplies to maintain availability of products
  • Offered technical support and troubleshot issues to enhance office productivity
  • Performed monthly financial reporting and recorded payments to keep accounting system updated
  • Conducted insurance verification for all patients upon receiving referral.

Customer Service Lead Trainer

GC Services Call Center
03.2020 - 04.2022
  • Provided coaching and mentoring to employees.
  • Trained and mentored 100+ new personnel hired to fulfill various roles.
  • Established and maintained quality control standards.
  • Analyzed and evaluated training effectiveness and program outcomes.
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
  • Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
  • Facilitated virtual, in-person and blended learning sessions.
  • Utilized variety of instructional design methodologies to create effective learning experiences.
  • Developed and implemented successful onboarding program.
  • Developed and executed performance management programs to increase employee engagement and productivity.
  • Built and maintained professional relationships with vendors and suppliers.
  • Created and oversaw tolling industry training programs for operations.
  • Developed lesson plans, instructional materials and written practice tests for customer service and Vector database system training courses.
  • Designed and delivered web-based, self-directed learning materials.
  • Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring 20%.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Trained new personnel regarding company operations, policies and services.

Training Supervisor

AECOM
02.2013 - 03.2020
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Assessed new employee skills and strengths to provide customized training.
  • Coached team members in techniques necessary to complete job tasks.
  • Collaborated with company leaders and department managers to determine training needs.
  • Managed new employee orientation training process for more than 60 employees each year.
  • Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
  • Updated employees with latest policies, procedures and compliance standards.
  • Worked different departments to provide optimal coverage and meet production goals.
  • Selected or wrote appropriate curriculum for specific course topics.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Monitored training reports within learning management system for respective roles to promote initial and annual training completion.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Promoted high standards through personal example to help each member understand expected behaviors and standards.
  • Collected, arranged, and input information into database system.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Worked with team to identify areas of improvement and devised solutions based on findings.

Customer Service Representative

URS
06.2012 - 02.2013
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Provided excellent customer service and took over 50 customer calls per day.

Bank Teller

Bank Of America
10.2007 - 10.2011
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Processed customer transactions promptly, minimizing wait times.
  • Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
  • Provided customer records, account statements and copies of checks.
  • Reconciled cash drawer and resolved discrepancies.
  • Counted and packaged currency and coins.
  • Educated customers on use of banking website and mobile apps, and increased sales by 35%.
  • Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
  • Logged cashier's checks and other transactions to maintain accurate account records.
  • Assisted customers with compromised debit cards and issued new credentials.
  • Audited fellow teller currency to contribute to dual-control procedures.
  • Placed orders for customer checks and verified starting numbers.
  • Sold and cross-sold bank products to new and existing customers.
  • Turned in excess cash to maintain drawer security.
  • Removed mutilated currency from circulation.
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
  • Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
  • Assisted with training of new tellers on policies and procedures.
  • Identified sales opportunities and referred customers to branch partners in financial services.

Education

No Degree - Business Administration

South University
Savannah, GA
12.2025

High School Diploma -

Widefield High School
Colorado Springs, CO
05.1996

Skills

  • Customer Relationship Development
  • Employee Supervision
  • Training and Mentoring
  • Attention to Detail
  • Analytical Thinking
  • Scheduling and Coordination
  • Customer Engagement
  • Administrative Duties
  • Improvement Plans
  • Asset Management
  • Account Reconciliation
  • Training development aptitude
  • MS Office Expertise

Certification

  • Lean Six Sigma Yellow Belt Training - 8/2019
  • Train the Trainer - 8/2019
  • Strategic Thinking - 7/2019
  • Leading and Working in Teams (Psychological Safety) - 7/2019
  • Public Speaking and Presentation Skills - 4/2019
  • Interviewing Skills Training - 2/2019
  • Large Class Training - 1/2019

Timeline

Front Desk Patient Coordinator

Apex Pediatrics
10.2023 - Current

Front Office Coordinator

Upstream Rehabilitation
04.2022 - 01.2023

Customer Service Lead Trainer

GC Services Call Center
03.2020 - 04.2022

Training Supervisor

AECOM
02.2013 - 03.2020

Customer Service Representative

URS
06.2012 - 02.2013

Bank Teller

Bank Of America
10.2007 - 10.2011

No Degree - Business Administration

South University

High School Diploma -

Widefield High School

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Shawnta Spencer