Shelby Black Feather
Salt Lake City,UT
Summary
Self-motivated individual who easily adapts to change, learns quickly, and is able to manage multiple priorities without compromising quality.
Overview
10
10
years of professional experience
Work History
Patient Relations Specialist
The University of Utah
01.2025 - Current
- Greets and directs patients to their correct destinations
- Anticipates the needs of the patients and guests an accurate and timely manner.
- Verifies patient benefits and eligibility, when needed. Collects all necessary co-pays, deductibles, and co-insurance, as needed.
- Responds to questions regarding accounts status, payment arrangements, and concerns.
- Resolves billing or charge disputes or forwards problem accounts to the appropriate individual for resolution.
- Facilitated communication between patients, guests, back office staff and providers.
Apple Technical Advisor
Teleperformance USA
07.2024 - 01.2025
- Improved first-call resolution rates through effective troubleshooting and problem-solving techniques.
- Established rapport with clients by actively listening to concerns and promptly addressing any questions or issues they raised.
- Diagnosed and resolved software, connectivity, and performance issues across iPhones, iPads, Macbooks, apple watches, and other apple products.
- Guided Customers through trouble shooting steps, ensuring a clear and positive experience.
- Educated customers on AppleCare services, warranty options, and device optimization techniques.
- Consistently met or exceeded performance metrics, including resolution time, customer satisfaction (CSAT) and adherence to Apple support protocols.
Quality Assurance Analyst
Teleperformance USA
08.2023 - 07.2024
- Monitored and evaluated customer service calls to ensure compliance with banking regulations, company policies, and quality standards.
- Assessed agent performance based on accuracy, adherence to script, professionalism, and resolution effectiveness.
- Provided detailed feedback to the customer service representatives, identifying areas for improvement in communication and service delivery.
- Identified compliance risks, escalated potential violations, and ensured adherence to financial regulations as FDCPA, CFPB, and other banking policies.
- Conducted coaching sessions and training recommends based on call quality assessments and customer feedback.
Consumer Loan Officer
Teleperformance USA
02.2019 - 08.2023
- Assisted customers with loan inquires, payment processing, and account management.
- Assisted customers in selecting loan products that best fit their financial needs and goals.
- Maintained compliance with federal regulations, ensuring proper documentation and adherence to guidelines throughout the loan process.
- Increased customer satisfaction levels through prompt, accurate, and friendly service in the loan process from application to funding.
Retail Sales Associate
Macy's
12.2018 - 02.2019
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
Court Clerk
Oglala Sioux Tribe
11.2017 - 12.2018
- Maintained organized filing systems for easy retrieval of case files and supporting documentation.
- Provided assistance to tribal attorneys and court personnel in courtroom
- Maintained court dockets and updated disposition of cases after court hearings and trials.
- Increased court efficiency by processing legal documents and maintaining accurate case records.
- Reviewed court documents to process subpoenas, motions and pleadings.
- Processed financial transactions for fines, fees, and other court-related costs accurately and efficiently.
Domestic Violence Advocate
Oglala Sioux Tribe
05.2017 - 11.2017
- Provided crisis intervention services, offering immediate support and guidance to individuals experiencing domestic violence situations.
- Participated in ongoing professional development activities, enhancing knowledge base related to best practices in domestic violence prevention and response efforts.
- Enhanced client self-sufficiency through comprehensive case management services, including referrals to housing and employment opportunities.
- Increased awareness of domestic violence issues by conducting community outreach and educational presentations.
- Assisted clients in obtaining protective orders by guiding them through the legal process and accompanying them to court hearings.
Assistant Store Manager
Subway
05.2015 - 05.2017
- Managed daily operations of a high-volume subway store while ensuring consistent customer service and operational efficiency
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Supervised, trained, and mentored a team of 5+ employees while fostering a positive and productive work environment
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Resolved customer complaints and concerns in a professional manner.
Education
High School Diploma -
Red Cloud High School
05.2013
Skills
- Attention to Detail
- Conflict Resolution
- Organization
- Quick Decision Making
- Time Management
- Problem-Solving
- Adaptability
- Flexibility
Timeline
Patient Relations Specialist
The University of Utah
01.2025 - Current
Apple Technical Advisor
Teleperformance USA
07.2024 - 01.2025
Quality Assurance Analyst
Teleperformance USA
08.2023 - 07.2024
Consumer Loan Officer
Teleperformance USA
02.2019 - 08.2023
Retail Sales Associate
Macy's
12.2018 - 02.2019
Court Clerk
Oglala Sioux Tribe
11.2017 - 12.2018
Domestic Violence Advocate
Oglala Sioux Tribe
05.2017 - 11.2017
Assistant Store Manager
Subway
05.2015 - 05.2017
High School Diploma -
Red Cloud High School
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