Summary
Overview
Work History
Education
Skills
Epic Training
Timeline
Generic
Sheila Dobbs-Roberts

Sheila Dobbs-Roberts

Cincinnati,Ohio

Summary

Highly motivated customer service professional offers history of increasing customer satisfaction and loyalty through outstanding customer service.

Highly motivated customer service professional offers history of increasing customer satisfaction and loyalty through outstanding customer service. Skilled in handling customer inquiries, resolving customer issues, and providing excellent customer service. Possesses a strong knowledge of customer service principles and best practices. Customer-oriented professional promotes proven track record of successfully resolving customer complaints and inquiries with a focus on enhancing customer satisfaction. Excellent ability to quickly build rapport with customers and handle difficult customer service situations with ease. Skilled in navigating multiple computer systems, pos system, epic training, multitasking, and troubleshooting customer issues. Dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction. Customer-focused professional with proven track record of exceeding customer expectations and providing exceptional service. Excellent communication skills, with the ability to quickly develop rapport with customers and resolve complex service issues. Skilled in using CRM and help desk software to effectively manage customer accounts, troubleshoot technical issues, and resolve escalated customer complaints. Hardworking professional with experience in office operations, administrative support, and customer service. Highly organized and self-motivated with excellent communication and interpersonal skills. Demonstrated ability to prioritize tasks and meet deadlines.

Overview

10
10
years of professional experience

Work History

Customer Service Associate

Walmart
10.2015 - Current
  • Followed up with customers to support satisfaction and resolve any issues
  • Resolved product or service problems by clarifying customer's complaints and determining cause of problem
  • Assisted customers with product selection, order entry, and payment processing

General Manager

Gilligan Oil
02.2024 - 03.2025
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Developed and implemented strategies to increase sales and profitability.
  • Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Managed budget implementations, employee evaluations, and contract details.
  • Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
  • Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
  • Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
  • Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage.
  • Cultivated strategic partnerships with industry leaders, enhancing brand credibility and access to new customer segments.
  • Led team to exceed sales targets, implementing motivational incentives and comprehensive training programs.
  • Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
  • Boosted employee retention by developing comprehensive benefits package and fostering positive work environment.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Reported issues to higher management with great detail.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.

Patient Scheduler

UC Health Hospital
10.2023 - 01.2024
  • Provided compassionate support to patients during their healthcare journey, addressing concerns and answering questions about appointments promptly.
  • Demonstrated excellent problem-solving skills when faced with scheduling conflicts or last-minute changes, finding solutions that satisfied both patients and providers alike.
  • Enhanced patient satisfaction by efficiently scheduling appointments and managing appointment changes.
  • Coordinated with other departments for seamless patient transfers, expediting necessary follow-up appointments.
  • Verified insurance coverage and obtained pre-authorizations.
  • Maintained confidentiality and adhered to HIPAA regulations when handling sensitive patient information during the scheduling process.
  • Handled cancellations professionally, rescheduling patients in a timely manner while minimizing disruptions to daily operations.
  • Reduced no-show rates with timely appointment reminders and confirmation calls.
  • Increased overall clinic efficiency by identifying gaps in schedules and offering available appointments proactively.
  • Developed strong relationships with patients through clear communication, providing a positive experience from the first phone call onward.
  • Balanced provider schedules evenly between new consultations and follow-up visits for optimal care continuity.
  • Managed a high call volume, prioritizing tasks to provide exceptional customer service in a fast-paced environment.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Answered phone calls and messages for Number-physician Type medical facility, scheduling appointments, and handling patient inquiries.
  • Coordinated with other departments to facilitate seamless operation and excellent patient care.
  • Collaborated with healthcare staff to verify alignment of appointment scheduling with clinic protocols.
  • Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
  • Explained procedures to patients to reduce anxieties and increase patient cooperation.
  • Collected and documented patient medical information such as blood pressure and weight.
  • Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy.
  • Utilized electronic health record systems effectively to manage patient appointments and minimize scheduling errors.
  • Identified trends in appointment availability data, suggesting improvements to better meet patient needs and preferences.
  • Maintained detailed records of employee attendance, progress, and performance during Epic training sessions to inform future curriculum adjustments.
  • Enhanced employee efficiency by developing and delivering comprehensive Epic training programs.

Education

Associate Of Science -

Cincinnati State Technical And Community College
Cincinnati, OH

GED -

Cincinnati State
Cincinnati, Ohio
11.2013

Skills

  • Solving problems in a great and friendly manner
  • Great customer service
  • Follow instructions very well
  • Always polite and respectful
  • Customer Service and Assistance
  • Project Management
  • Exceptional Communicator
  • Quality Assurance
  • Customer Relationship Management
  • Safety Regulations
  • Customer Service
  • Presenting Solutions
  • Inbound and Outbound Calling
  • Multi-Line Phone Systems
  • Refunds and Exchanges
  • Refund Processing
  • Complaint Escalation
  • Complex Problem-Solving
  • Problem Resolution
  • Hospitality and Accommodation
  • Guest Services
  • Complaint Logging and Resolution
  • Corrective Actions
  • Trained in Salesforce
  • Call Transfers
  • Merchandise Orders and Exchanges
  • Billing Adjustments and Refunds

Epic Training

I worked for Uc hospital and have epic training. Also experience with scheduling.

Timeline

General Manager

Gilligan Oil
02.2024 - 03.2025

Patient Scheduler

UC Health Hospital
10.2023 - 01.2024

Customer Service Associate

Walmart
10.2015 - Current

Associate Of Science -

Cincinnati State Technical And Community College

GED -

Cincinnati State

Similar Profiles

CREATE PROFILE