Sheena Dunn
Chicago,IL
Summary
Detail-oriented and self-motivated professional with over 10 years of experience in customer support across call center, office, and hospital environments. Experienced emergency department registrar at a Level 1 Trauma center, skilled in handling high-stress, fast-paced situations with accuracy and compassion. Proven ability to manage complex administrative tasks, deliver exceptional service, and support management processes, including data review, record organization, and appeal letter preparation. Proficient in Microsoft Office, Salesforce, CRM, and Telegence billing systems. Committed to upholding organizational values and contributing to efficient, mission-driven operations.
Overview
8
8
years of professional experience
Work History
Patient Registration
Ascension Saint Francis Hospital
Evanston, IL
01.2024 - Current
- ED patient registrar at a level 1 trauma center
- Explain and assist with completing consent forms and other required documentation
- Validate insurance coverage and ensure accurate entry of patient data into hospital systems
- Utilizing Phreesia for digital intake management, Epic for accurate demographic updates, and the Hub for patient flow coordination, resource allocation, and communication with the clinical team.
Immigration Processor
Manpower
Chicago, IL
01.2022 - 01.2024
- Responsible for accurately processing 200+ immigration applications, ensuring 100% quality service.
- Once the immigration application is received, it is logged into the system for tracking. The application is scanned and thoroughly reviewed for completeness, ensuring all necessary documents are included and any errors are identified. If incomplete, the applicant may be contacted for further documentation or clarification.
- The application is then processed according to the specific program or visa category it falls under (e.g., family-based, employment-based, asylum). It undergoes a detailed assessment to ensure it aligns with program eligibility requirements, including background checks, financial evaluations, and verification of supporting materials.
- After processing, the application is either stored in a secure system for further action or, if applicable, returned to the attorney or applicant with any requested adjustments or next steps. This results in a decision on the application's acceptance, denial, or further review, depending on the program's criteria.
Reservations Agent: Team Lead
United Airlines
Chicago, IL
01.2021 - 01.2022
- Monitored and answered 150+ calls daily, ensuring exemplary customer service for all United passengers.
- Delivered professional customer support, ensuring efficient issue resolution through web-based tools and other resources
- Managed passenger inquiries by coordinating with operations to provide accurate flight information and streamline response efficiency.
- Assisting with complex booking requests and training team members on industry best practices while monitoring and communicating up-to-date travel advisories.
Customer Support: Lead Assistant
AT&T
Chicago, IL
01.2018 - 01.2019
- Answered 150+ calls daily and assisted team members, ensuring premier customer engagement for all AT&T and DirecTV elite clients.
- Supported the team lead in managing daily call center operations, including monitoring agent performance, assisting with escalated customer issues, and ensuring adherence to AT&T service standards and KPIs using CRM and call analytics tools
- Reinforcing best practices for handling inquiries related to service, billing, and equipment claims. Used all monitoring software and CRM tools to track performance and provide real-time coaching.
- Faced with high call volumes and complex customer concerns, I utilized web-based communication platforms and CRM systems to help agents resolve issues efficiently. Promoted a one-call resolution approach, which improved customer satisfaction scores and reduced repeat calls.
Education
Bachelor of Science - Business Management
University of Phoenix
Phoenix, AZ06.2025
Associate of Arts - Business Management
Harold Washington College
Chicago, IL05.2018
Combination Welder's Certificate - undefined
Dawson Technical Institute
Chicago, IL12.2014
Skills
- Microsoft Office
- Excellent Communication
- Team Building
- Organized
- Stress management
- Customer service
- Records & Billing
- Time management
- Detail oriented
Timeline
Patient Registration
Ascension Saint Francis Hospital
01.2024 - Current
Immigration Processor
Manpower
01.2022 - 01.2024
Reservations Agent: Team Lead
United Airlines
01.2021 - 01.2022
Customer Support: Lead Assistant
AT&T
01.2018 - 01.2019
Bachelor of Science - Business Management
University of Phoenix
Associate of Arts - Business Management
Harold Washington College
Combination Welder's Certificate - undefined
Dawson Technical Institute