Summary
Overview
Work History
Education
Skills
Timeline
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SHAWNTELL R O'NEAL

Florissant,MO

Summary

Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior. Dedicated professional offering attention to detail and a career driven by client engagement. Looking to help boost a company's success while building long-term relationships in the position of Customer Service.

Overview

7
7
years of professional experience

Work History

Patient Care Advocate

Carenet Healthcare
02.2021 - 01.2024
  • Enhanced patient satisfaction by addressing concerns and providing clear communication on treatment plans.
  • Streamlined administrative processes for improved efficiency in handling patient records and appointments.
  • Collaborated with healthcare team members to develop individualized care plans, ensuring optimal patient outcomes.
  • Reduced patient wait times by efficiently managing schedules and coordinating with medical staff.
  • Maintained strict confidentiality of patient information, adhering to HIPAA guidelines at all times.

Patient Advocate

Express Scripts
07.2019 - 02.2021
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Streamlined prescription processing with accurate data entry and verification of patient information.

Customer Service Representative

Ameren Illinois
05.2017 - 04.2019
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Operated online cash register for cash, check, and credit card transactions with excellent accuracy levels.

Education

High School Diploma -

Eisenhower High School
Decatur, IL
05.2008

Skills

  • Case Management
  • Multitasking ability
  • Care Planning
  • Conflict Mediation
  • Report Preparation
  • Complaint resolution
  • Payment Processing
  • Call Control
  • Call center experience
  • Patient confidentiality
  • Data Analysis
  • Electronic Medical Records

Timeline

Patient Care Advocate

Carenet Healthcare
02.2021 - 01.2024

Patient Advocate

Express Scripts
07.2019 - 02.2021

Customer Service Representative

Ameren Illinois
05.2017 - 04.2019

High School Diploma -

Eisenhower High School

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SHAWNTELL R O'NEAL