Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shay Brummell

Tilghman,MD

Summary

Dedicated professional with proven skills in customer service, conflict resolution, and upselling. Experienced in fostering positive relationships to enhance patient experiences in healthcare settings.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Patient and Family Care Liaison

University of Shore Regional Health
Easton, MD
01.2023 - Current
  • Weekly and monthly meetings with management/supervisors to ensure they are updated and aware of issues as well as amenability
  • Effectively communicated with patients to gather necessary information, answer questions, and address concerns
  • Served as the primary point of contact for patients, providing assistance and support throughout their healthcare journey
  • Collaborated with medical staff to ensure seamless coordination of care for patients
  • Resolved conflicts or issues that arose during the course of patient care through effective problem-solving skills
  • Ensured compliance with privacy regulations such as HIPAA when handling sensitive patient information
  • Participated in team meetings to discuss patient cases, share updates, and collaborate on treatment plans
  • Contributed to quality improvement initiatives by identifying areas for enhancement in the patient experience
  • Developed strong relationships with patients based on trust, empathy, and respect
  • Assisted in the coordination of patient education programs or workshops on topics such as disease management
  • Ensured a welcoming and comfortable environment for patients, addressing any concerns related to facilities or amenities
  • Demonstrated excellent interpersonal skills when dealing with patients from diverse backgrounds or with different needs
  • Informed patients about available resources such as support groups or community programs related to their condition
  • Collaborated with other departments (e.g., billing department) to resolve any financial concerns raised by patients

Waitress/Server

The Crab Claw
Saint Michaels, MD
04.2022 - 07.2025
  • Provided exceptional customer service by promptly greeting and seating guests, establishing a positive dining experience
  • Demonstrated extensive knowledge of menu items, including ingredients, preparation methods, and allergen information
  • Delivered food and beverages to tables in a timely manner while adhering to proper serving techniques
  • Anticipated guest needs by regularly checking on tables throughout the meal and promptly addressing any concerns or requests
  • Handled cash transactions accurately and efficiently, providing correct change and processing credit card payments
  • Collaborated with team members to ensure all tasks were completed efficiently during busy shifts
  • Maintained cleanliness of work area by clearing tables, sanitizing surfaces, restocking supplies as needed
  • Upsold menu items such as daily specials or signature cocktails to increase revenue per table
  • Maintained accurate knowledge of daily specials, promotions, and menu changes to provide up-to-date information to guests
  • Demonstrated strong teamwork skills by assisting colleagues during busy periods without compromising own responsibilities
  • Demonstrated ability to handle high-pressure situations calmly while maintaining excellent customer service standards
  • Maintained a positive attitude and professional demeanor even in challenging situations
  • Effectively communicated with kitchen staff to ensure accurate order preparation and timely delivery of meals to tables

Stay at Home Mom

Home
Tilghman Island, MD
02.2024 - 04.2024
  • During my brief delay between jobs I stayed home helping my sickly mother-in-law with travels back and forth from chemotherapy appointments and focusing on family morale.
  • Taking in time for myself as well before starting the busy summer season at The Crab Claw.

Business Associate

Easter Shore Smile Solutions
Easton, MD
02.2022 - 01.2024
  • Handled a high volume of inbound customer calls, averaging 100+ calls per day
  • Provided excellent customer service by addressing inquiries, resolving complaints, and ensuring customer satisfaction
  • Achieved an average call resolution rate of 80%, exceeding departmental targets
  • Assisted in training new team members on company policies, procedures, and best practices for delivering exceptional service
  • Consistently met or exceeded individual performance metrics including call quality, average handle time, and customer satisfaction ratings
  • Implemented effective strategies to de-escalate challenging situations with upset or irate customers while maintaining professionalism at all times
  • Recognized as a top performer within the team based on consistently meeting or exceeding performance goals month over month
  • Managed multiple communication channels including phone calls, emails, live chat support etc
  • Resolved billing discrepancies efficiently by working closely with the finance department
  • Maintained confidentiality of sensitive customer information according to established data protection guidelines
  • Demonstrated strong problem-solving skills by identifying root causes of customer issues and implementing appropriate solutions
  • Maintained a positive attitude during challenging interactions with difficult or demanding customers
  • Fostered positive working relationships with colleagues across different departments to facilitate efficient issue resolution for customers

Small Business Associate

Delmarva Appraisal Services
Greensboro, MD
09.2021 - 01.2022
  • Assisted in the development and implementation of operational strategies to improve efficiency and productivity
  • Supported the creation of standard operating procedures (SOPs) to ensure consistency and compliance across all departments
  • Coordinated vendor relationships, negotiating contracts and ensuring timely delivery of goods or services
  • Maintained accurate documentation of operational activities including meeting minutes, action items, project plans etc
  • Conducted market research to identify potential new business opportunities or target markets for expansion
  • Managed customer inquiries and complaints, resolving issues promptly to maintain high levels of customer satisfaction

Store Manager

Dunkin
Centreville, MD
08.2016 - 09.2021
  • Oversaw all aspects of store operations, including sales, customer service, inventory management, and staff supervision
  • Implemented effective strategies to drive sales growth and achieve revenue targets on a consistent basis
  • Managed a team of 20 employees, providing training, coaching, and performance evaluations to ensure high levels of productivity and customer satisfaction
  • Analyzed sales data and market trends to identify opportunities for product assortment optimization
  • Implemented cost-saving measures that resulted in an 50% reduction in operational expenses
  • Ensured compliance with company policies, procedures, and safety regulations at all times
  • Led regular team meetings to communicate goals, provide updates on performance metrics, and foster a positive work environment
  • Developed employee schedules based on business needs while effectively managing labor costs within budget constraints
  • Implemented customer service initiatives that improved overall satisfaction ratings by 75%
  • Conducted regular store audits to assess visual merchandising standards and make necessary adjustments for optimal presentation

Education

High School Diploma -

Queen Anne's County High School
Centreville, MD
01.2016

Skills

  • Serving Experience
  • Customer service
  • Recruiting
  • Management
  • Organizational skills
  • Communication skills
  • Typing
  • Upselling
  • Store Management Experience
  • Restaurant Experience
  • Patient advocacy
  • HIPAA compliance
  • Quality improvement
  • Customer relationship management
  • Problem solving
  • Effective communication
  • Empathy building
  • Applicant tracking systems ATS

Certification

  • Driver's License
  • TIPS, 02/01/24, 02/01/28

Timeline

Stay at Home Mom

Home
02.2024 - 04.2024

Patient and Family Care Liaison

University of Shore Regional Health
01.2023 - Current

Waitress/Server

The Crab Claw
04.2022 - 07.2025

Business Associate

Easter Shore Smile Solutions
02.2022 - 01.2024

Small Business Associate

Delmarva Appraisal Services
09.2021 - 01.2022

Store Manager

Dunkin
08.2016 - 09.2021

High School Diploma -

Queen Anne's County High School

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