Shelbi Roberts
Spring Hill,KS
Summary
Knowledgeable and dedicated customer service professional with extensive experience in food ingredients industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
International Flavors & Fragrances Inc
10.2018 - Current
- Order entry and management within SAP system of over 200 customers
- Cross trained within five legal entities within SAP
- Complaint entry for damages or quality issues within Salesforce
- Managed timely and effective replacement of damaged or missing products
- Pull and maintain multiple reports daily to ensure full transparency on all orders
- Actively listened to customers, handled concerns quickly and escalated major issues to appropriate management
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Handled emails and customer phone calls in timely manner to avoid any disruptions to customer
- Updated account information to maintain customer records
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Trained two new personnel regarding company operations, policies and services
- Provided back up for Customer Service team of 22 when necessary during vacations or illnesses
Intake Coordinator
The University Of Kansas Cancer Center
08.2015 - 05.2017
- Patient chart management within EPIC system
- Completed intake assessment forms and filed clients' charts
- Answered phone calls and provided new clients with required paperwork to initiate service
- Collected, verified, recorded and processed client demographics, insurance payments, and referral information
- Communicated with referral sources, physicians, and associated staff to check documentation for proper signatures
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing
- Enhanced office productivity by handling high volume of over 50 callers per day
- Entered referrals into appropriate system based on type of referral obtained
- Obtained all of patient's pertinent medical records regarding their cancer diagnosis
- Manage GI High-Risk Clinic
Patient Care Assistant
The University Of Kansas Health System
03.2014 - 08.2015
- Attended to patient and family's immediate needs and concerns by acknowledging and providing required attention
- Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment
- Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas
- Gathered medical information, weight and height measurements and vital signs of at least 20 patients nightly
- Recognized and reported abnormalities or changes in patients' health status to case manager
- Supported patient mobility needs with correct assistive devices and proper body mechanics to prevent injuries
- Upheld confidentiality requirements and regulatory compliance guidelines
Patient Access Representative
Olathe Health System
06.2012 - 03.2014
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record
- Stayed calm under pressure to and successfully dealt with difficult situations
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks
- Addressed bad debts in line with set protocols which collected over $10,000 in bad debts monthly
Patient Access Representative
Truman Medical Center- Hospital Hill
08.2011 - 05.2012
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Stayed calm under pressure to and successfully dealt with difficult situations
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations
- Greeted and assisted at least 100 patients daily with check-in procedures
- Answered incoming calls, scheduled appointments and filed medical records
- Facilitated communication between patients and various departments and staff
Customer Service Lead
Stein Mart
01.2007 - 11.2011
- Trained, oversaw, and mentored 10 team members to strengthen performance and job expertise
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity
- Resolved customer service issues using company processes and policies and provided updates to customers
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing
- Responded to customer calls and emails to answer questions about products and services
- Monitored cash drawers in 5 checkout stations and maintained adequate cash supply
Education
Bachelor of Science - Business Management
Park University
Kansas City, MO05.2026
High School Diploma -
Park Hill High School
Kansas City, MO05.2009
Skills
- Leadership skills: Currently chairwoman of IFF's site-wide Nourish committee which engages employees, runs events and fundraisers for 501c3 companies
- Systems Expert and Willingness to Learn: Only super user in entire Customer Service department within Salesforce and continue to sign up for courses to continue knowledge when available
- Staff Training and Initiative: At KU Cancer Center, created all training and intake documents for GI High-Risk Cancer center on own initiate, as it was brand new clinic
- Complaint Resolution
- Data Entry
- Shipping Procedures Understanding
- Computer Proficiency
Timeline
Customer Service Representative
International Flavors & Fragrances Inc
10.2018 - Current
Intake Coordinator
The University Of Kansas Cancer Center
08.2015 - 05.2017
Patient Care Assistant
The University Of Kansas Health System
03.2014 - 08.2015
Patient Access Representative
Olathe Health System
06.2012 - 03.2014
Patient Access Representative
Truman Medical Center- Hospital Hill
08.2011 - 05.2012
Customer Service Lead
Stein Mart
01.2007 - 11.2011
Bachelor of Science - Business Management
Park University
High School Diploma -
Park Hill High School
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