SHELBY GUNN
San Antonio,TX
Summary
Hardworking Customer Service Representative with 10years of experience working with computers and management. Trained in project and time management with extensive knowledge of customer service and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results. Seasoned Retail Sales Associate committed to providing high-quality service and superior guest experiences. Positive and infectious personality with excellent interpersonal and relationship-building skills.
Knowledgeable intake coordinator with background in managing intake processes and ensuring efficient client onboarding. Proven track record in streamlining operations and improving client satisfaction. Demonstrated expertise in team management and process optimization.
Overview
11
11
years of professional experience
Work History
Intake manager
Oceanside Surrogacy
09.2022 - 09.2033
- Developed and maintained a comprehensive intake manual that served as the go-to resource for all staff involved in the client onboarding process.
- Streamlined the intake process by implementing new protocols and procedures, resulting in increased efficiency and client satisfaction
- Established productive relationships with external partners such as healthcare providers, insurance companies, and community organizations to facilitate smooth client transitions into our services.
- Optimized resource allocation within the intake department by regularly reviewing staffing levels based on workload demands, resulting in improved workflow efficiency.
- Analyzed data to identify trends and areas for improvement within the intake department, leading to increased effectiveness.
Case manager
Wonder surrogacy
09.2023 - 01.2025
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Conducted reference checks, background screening and other pre employment checks to verify information on applicants application.
- Worked with clinics and intended parents and surrogates to determine requirements, matching process, medical screenings, embryo transfers and keep in communication
- Created engaging relationships with intended parents and surrogates for a reflected journey while showcasing company culture.
- Partnered with HR teams to determine workforce planning needs, aligning recruitment efforts with business objectives.
- Planned, monitored and appraised work employees, surrogates and intended parents.
- Worked closely with a lot of ivf clinics to make sure all parties have a successful outcome on their journey
- Traveled with surrogates to appointments when they do not have a friend or family to be with them at the moment.
Education
High School Diploma -
Macarthur High School
San Antonio, TXSkills
- Complaint Resolution
- Customer Contact
- Prospecting Clients
- Retail Industry
- Product Sales
- Purchasing
- Multi-line phone talent
- Credit card processing
- Data entry
- Appointment Setting
- Sales calls
- Professionalism and ethics
- Client assessment
- Teamwork
Timeline
Case manager
Wonder surrogacy
09.2023 - 01.2025
Intake manager
Oceanside Surrogacy
09.2022 - 09.2033
High School Diploma -
Macarthur High School
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