Shayla Senior-Wallace
Bronx,NY
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Healthcare professional with robust background in patient service leadership and operational excellence. Expertise in driving team collaboration and achieving high patient satisfaction. Reliable and adaptable, with strong skills in conflict management and process optimization.
Overview
8
8
years of professional experience
Work History
Patient Service Representative Team Lead
Summit Health Group
07.2025 - Current
- Supervised daily operations of patient service representatives to ensure exceptional customer service delivery.
- Trained and mentored new staff on policies, procedures, and customer interaction best practices.
- Implemented process improvements that enhanced workflow efficiency within the patient services team.
- Developed training materials and resources to support ongoing staff development and competency.
- Analyzed performance metrics to identify areas for improvement and drive operational excellence.
- Ensured compliance with healthcare regulations and organizational standards in all patient interactions.
- Increased accuracy in data entry by implementing quality control measures for patient records management.
- Promoted a positive work environment through effective team collaboration and open communication channels.
- Developed strong relationships with patients and their families to provide exceptional customer service at all times.
- Reduced wait times for appointments by optimizing scheduling practices and utilizing available resources efficiently.
- Coordinated with other departments to ensure seamless delivery of services throughout the patient journey.
- Managed a team of Patient Service Representatives, providing guidance, support, and performance evaluations.
Head Bartender
Crab Du Jour
05.2023 - 09.2025
- Supervised daily bar operations, ensuring efficient workflow and high-quality service.
- Trained and mentored junior bartenders in cocktail preparation and customer service standards.
- Developed seasonal drink menus, enhancing customer experience and driving sales growth.
- Implemented inventory management systems to reduce waste and optimize stock levels.
- Collaborated with management to create promotional events, increasing foot traffic and customer engagement.
- Monitored compliance with health and safety regulations, maintaining a clean and safe work environment.
- Closed out cash register and prepared cashier report at close of business.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Increased customer satisfaction by providing exceptional service and crafting high-quality cocktails.
Brand Ambassador
Samsung 20/20 Companies
08.2022 - Current
- Enhanced brand recognition by executing promotional events and engaging customers with product demonstrations.
- Boosted sales through effective collaboration with store staff to promote products in high-traffic areas.
- Generated leads for future business opportunities by collecting customer contact information during promotional events.
- Strengthened relationships with retail partners by providing exceptional support, education, and communication on products and promotions.
Medical Receptionist
Lewis Dermatology & Associates
12.2021 - 08.2022
- Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
- Streamlined appointment scheduling for improved patient flow and reduced wait times.
- Ensured accurate record-keeping by diligently updating patient information and verifying insurance coverage.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Facilitated effective communication between patients, medical staff, and insurance companies to ensure seamless coordination of care.
Patient Service Representative
Lenox Hill Radiology/Radnet
05.2021 - 11.2021
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
Retail Assistant Manager
AT&T Mobility
01.2018 - 05.2021
- Enhanced customer satisfaction by effectively resolving escalated issues and providing exceptional service.
- Streamlined store operations for increased efficiency through consistent monitoring and adjusting of inventory levels.
- Boosted sales performance with strategic merchandising plans and promotional displays.
- Maximized revenue growth through proactive management of store promotions, markdowns, and clearance events.
Education
High School Diploma -
Academy For Scholarship And Entrepreneurship
Bronx, NY2013
High School Diploma -
Monmouth Vocational School
Monmouth Junction, NJ04-2016
Skills
- Critical thinking
- Data entry
- Team leadership
- Time management
- Decision-making
- Staff training and supervision
- Cash handling expertise
- Attentive service
- Patient scheduling
- Front desk operations
- Office administration
Timeline
Patient Service Representative Team Lead
Summit Health Group
07.2025 - Current
Head Bartender
Crab Du Jour
05.2023 - 09.2025
Brand Ambassador
Samsung 20/20 Companies
08.2022 - Current
Medical Receptionist
Lewis Dermatology & Associates
12.2021 - 08.2022
Patient Service Representative
Lenox Hill Radiology/Radnet
05.2021 - 11.2021
Retail Assistant Manager
AT&T Mobility
01.2018 - 05.2021
High School Diploma -
Academy For Scholarship And Entrepreneurship
High School Diploma -
Monmouth Vocational School