SHELBY EDLING
Wilmington,NC
Summary
Warm service and guest-driven professional with over eight years of experience in dynamic, customer-facing environments both emergent and non-emergent within healthcare, retail, and transportation industries. Recognized for delivering respectful, empathetic, safety-conscious care and experiences, and thriving in high-pressure situations. Culturally aware and inclusive individual with a proven ability to build rapport and create positive guest experiences with a smile and true joy through a Servant's Heart mentality.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Passenger Service Driver
Business to Business Partnership With Uber
07.2024 - Current
- Provided safe, efficient transportation to all passengers with a 4.9+ star average rating upholding exceptional hospitality and attention to comfort and safety.
- Managed navigation, logistics, and time management independently while adhering to traffic laws, safety protocols and DOT requirements.
- Rectified guest conflicts with integrity and adapted quickly to changing routes or passenger needs as well as medical or personal accommodations.
- Maintained vehicle cleanliness and reliability to meet company and guest experience focused standards, exceeding expectations.
- Fostered rapport with guests of diverse backgrounds practicing humility, empathy and cultural sensitivity while creating exceptional and memorable experiences.
Customer Account Manager
CarMax Auto Finance
05.2022 - 06.2024
- Delivered exceptional service while leading a national corporate account team supporting 248 store locations, ensuring industry-leading legendary customer satisfaction.
- Resolved escalated concerns with solutions-focused communication, professionalism and urgency, using conflict resolution techniques to maintain positive relations.
- Conducted training practicing customer-first service and compliance in elevated customer care, team efficiency, safety protocols, and company standards.
- Monitored industry trends to identify opportunities for growth and inform strategic decision-making and develop best practices.
- Actively participated and led networking events within the industry, expanding personal and professional connections.
Patient Access Coordinator
Northside Hospital Atlanta
05.2021 - 05.2022
- Spearheaded operations for a new medical facility from launch to daily function, coordinating cross-functional teams and vendors to ensure seamless execution.
- Supervised and supported staff across eight statewide offices, fostering efficient, service-focused environments while upholding federal and regulatory compliance (including HIPAA).
- Strived to optimize patient experience in conjunction with provider time and resource utilization by leveraging scheduling tactics with corresponding staffing and equipment availability.
Patient Access Representative
Northeast Georgia Medical Center
06.2019 - 05.2021
- Identified and communicated observations relative to clinical symptoms to appropriate healthcare professionals, driving timely intervention; in emergent situations, performed CPR, first-aid, and operated AED upon analysis.
- Transported patients, including physically impaired and disabled, to other areas of the hospital via diverse modes of transportation.
- Worked alternating shift schedules, registering patients by completing face-to-face interviews to collect demographic, insurance, and medical information while demonstrating kindness cultivating positive relations and experiences for patients and guests to obtain the best possible care.
Education
High School - Honors Graduate
Archer High School
Lawrenceville, GA05.2018
Skills
- Legendary service and satisfaction
- Advanced emergency preparedness
- Conflict resolution with compassion and empathy
- Adaptability and situational awareness
- Strict safety compliance
- Team Collaboration and leadership
- Cultural awareness and inclusive service
Certification
- 02/2024- Improved CarMax Account Service Level
Agreement adherence metrics from 43% to an above-standard 97%, resulting in a 54% increase in company process expectations. - 06/2023- Voted Director of Culture and Recognition Committee for CarMax Auto Finance
- 01/2023- Elected as one of only five selected leaders to participate in the Mentor Matching program to collaborate with new onboarding associates.
- 2019, 2020, 2021- Exceeded targeted customer experience satisfaction results for Northeast Georgia Medical Center.
Timeline
Passenger Service Driver
Business to Business Partnership With Uber
07.2024 - Current
Customer Account Manager
CarMax Auto Finance
05.2022 - 06.2024
Patient Access Coordinator
Northside Hospital Atlanta
05.2021 - 05.2022
Patient Access Representative
Northeast Georgia Medical Center
06.2019 - 05.2021
High School - Honors Graduate
Archer High School
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