Shekina Perry
Riverview
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Crisis Counselor
First Contact
Clearwater
10.2023 - Current
- Provided emotional support to individuals in crisis situations.
- Conducted assessments to determine clients' needs and resources.
- Collaborated with community organizations for referrals and support services.
- Facilitated group counseling sessions to promote peer support.
- Developed crisis intervention plans tailored to individual circumstances.
- Offered counseling and stabilization support to reintroduce calm in crisis situations.
- Maintained accurate records of all client interactions using an electronic health record system.
Case Manager Specialist
Safe Children Coalition
Bradenton
08.2018 - 10.2023
- Coordinated care plans for families involved in child welfare services.
- Assessed client needs and developed individualized service strategies.
- Assist the primary caregiver(s) and/or foster family in implementing tasks and activities according to the case plan.
- Intervene and assist Agency/CBC staff in crisis situations.
- Refer the child, as appropriate, for medical care, including developmental, psychiatric, medical evaluations, treatment, etc.
- Maintain established caseload productivity requirements. Maintain established standards for direct client contact.
Program Supervisor
Heart of Adoptions Alliance Inc
Tampa
10.2021 - 09.2022
- Supervised daily operations of adoption programs and staff activities.
- Coordinated training sessions for new staff on adoption procedures.
- Developed program materials to support families in the adoption process.
- Coached staff members on how best to use available resources effectively.
- Partnered with program management on recommendations, process improvements, and corrective action plans.
- Oversaw client caseload for non-profit agency, managed assessments and functional analyses, developed individualized treatment plans and measured ongoing effectiveness of plans.
- Maintained scheduling and optimal quality standards to keep audiences informed or entertained.
Claims Support Specialist
WellCare
Tampa
05.2015 - 07.2017
- Reviewed insurance claims for accuracy and compliance with company policies.
- Assisted customers with inquiries regarding claim status and procedures.
- Collaborated with team members to resolve complex claim issues promptly.
- Maintained detailed records of claims and supporting documentation in systems.
- Monitored incoming mail for timely receipt of new claim forms and supporting documentation.
- Participated in training sessions to stay up-to-date on changes in industry standards or regulations.
Customer Service Team Lead
Medco Health Solutions
Tampa
11.2010 - 01.2015
- Led customer service team in providing support for pharmacy benefits management.
- Assisted staff in resolving complex customer inquiries and issues effectively.
- Trained new team members on company policies and customer service protocols.
- Reviewed customer feedback to identify areas for process improvement.
- Analyzed customer feedback data to identify areas of improvement.
- Implemented company processes to effectively resolve customer service issues.
Education
Bachelors Degree in Bachelors - Criminal Justice Human Services
Colorado Technical University-Online
Denver, CO05.2020
Skills
- Crisis intervention
- Client assessment
- Crisis management
- Community collaboration
- Effective communication
- Team leadership
- Data analysis
- Documentation skills
- Claims processing
- Regulatory compliance
- Documentation management
- Customer service
Additional Information
10 + years of administrative experience, Excellent verbal and written communication skills, Ability to excel in a demanding, fast pace environment, Proficient in Microsoft Word, Excel, Windows, IOS, PowerPoint and Internet navigation
Certification
- Certified Case Manager
- Notary Public
Timeline
Crisis Counselor
First Contact
10.2023 - Current
Program Supervisor
Heart of Adoptions Alliance Inc
10.2021 - 09.2022
Case Manager Specialist
Safe Children Coalition
08.2018 - 10.2023
Claims Support Specialist
WellCare
05.2015 - 07.2017
Customer Service Team Lead
Medco Health Solutions
11.2010 - 01.2015
Bachelors Degree in Bachelors - Criminal Justice Human Services
Colorado Technical University-Online
Similar Profiles
BERNARD HONOREBERNARD HONORE
Corporate Concierge Executive at First ContactCorporate Concierge Executive at First Contact
Jack GoodhewJack Goodhew
Executive Concierge - 120 Collins St at First ContactExecutive Concierge - 120 Collins St at First Contact
Opal PesananOpal Pesanan
Head Concierge at First ContactHead Concierge at First Contact
Aurora BenjaminAurora Benjamin
Office Manager at Sunburst Shutters TampaOffice Manager at Sunburst Shutters Tampa
Tori MonpremierTori Monpremier
Customer Service Representative at MaximusCustomer Service Representative at Maximus