Shelby Stephens
Thomasville,GA
Summary
Currently, I am the Lead Call Coordinator at Lakeview Healthcare System. I manage all of the overflow receptionists, the company's call percentages for all seventeen locations, and the customer service quality of our daily incoming calls. I graduated from Saint Leo University with a Master of Business Administration (MBA) with a concentration in Healthcare Management. I have received a Bachelor of Science in Biology with a minor in Chemistry from Thomas University, where I was also a four-year student collegiate athlete. I am a dedicated hospitality employee who strives to provide an excellent experience. I am a very detail-oriented person with a strong work ethic. I also enjoy working in teams, allowing the opportunity to develop, learn, grow and interact with new people.
Overview
6
6
years of professional experience
Work History
Lead Call Cordinator
Lakeview Healthcare Systems
2021.01 - Current
- Improved caller experience with empathetic responses paired with effective problem-solving techniques.
- Collaborated closely with team members, fostering a positive work environment that resulted in increased employee morale.
- Contributed positively toward monthly performance goals while working independently or as part of a team effort.
- Identified opportunities for improvement in call handling procedures, leading to more efficient workflows within the department.
Overflow Receptionist
Aegis Medical Group
2021.01 - 2022.02
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
Hohman Rehab Internship
Hohman Rehab And Sports Therapy
2018.06 - 2018.08
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Sorted and organized files, spreadsheets, and reports.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
Education
Masters Of Business - Healthcare Management
Saint Leo University
Saint Leo, FL12.2021
Bachelor Of Science - Biology/ Minor of Chemistry
Thomas University
Thomasville, GA05.2019
Skills
- Scheduling appointments
- Call Routing
- CRM Software
- Problem-solving skills
- Customer service
Timeline
Lead Call Cordinator
Lakeview Healthcare Systems
2021.01 - Current
Overflow Receptionist
Aegis Medical Group
2021.01 - 2022.02
Hohman Rehab Internship
Hohman Rehab And Sports Therapy
2018.06 - 2018.08
Masters Of Business - Healthcare Management
Saint Leo University
Bachelor Of Science - Biology/ Minor of Chemistry
Thomas University
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