Shaynna Liufau- Kapua
Virginia Beach,VA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
GEICO, Government Employees Insurance
08.2023 - Current
- Assisted customers by answering inquiries and resolving issues efficiently.
- Utilized CRM software to track customer interactions and support requests.
- Adapted quickly to changes in policies and procedures, enhancing operational efficiency.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Medical Office Assistant
The Plaza at Moanalua
12.2020 - 08.2023
- Managed patient scheduling and appointment coordination to optimize clinic workflow
- Ensured accurate patient records management using electronic health record (EHR) systems
- Assisted in the preparation of medical documents and reports for internal audits
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Prepared patient charts by gathering and organizing medical records ahead of appointments.
- Provided prompt, polite and professional in-person and telephone customer service.
Emergency Roadside Dispatcher
Urgent.ly
03.2018 - 12.2020
- Coordinated emergency roadside assistance requests to ensure timely response and resolution.
- Streamlined communication between drivers, service providers, and customers for improved service delivery.
- Implemented process improvements that enhanced operational efficiency in dispatch workflows.
- Trained new team members on system usage and emergency protocol procedures.
- Increased accuracy in record-keeping by diligently updating incident logs, vehicle locations, and driver availability status throughout each shift.
Physical Therapist Technician
Fredericksburg Orthopaedic Associates
07.2016 - 03.2018
- Assisted physical therapists in implementing treatment plans for diverse patient populations.
- Maintained and organized therapy equipment to ensure optimal functionality and safety.
- Educated patients on exercises and rehabilitation techniques to promote recovery.
- Monitored patient progress and reported findings to physical therapists for adjustments in care.
Education
High School Diploma -
North Stafford Hugh School
Stafford, VA06-2016
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Call center experience
- Conflict resolution
- Microsoft Excel
- Escalation management
Timeline
Customer Service Representative
GEICO, Government Employees Insurance
08.2023 - Current
Medical Office Assistant
The Plaza at Moanalua
12.2020 - 08.2023
Emergency Roadside Dispatcher
Urgent.ly
03.2018 - 12.2020
Physical Therapist Technician
Fredericksburg Orthopaedic Associates
07.2016 - 03.2018
High School Diploma -
North Stafford Hugh School