SHELLEY ENGLAND
Summary
Dynamic Customer Service Representative with over 12 years of experience in high-volume call centers and healthcare environments. Manages 40-70 calls daily while ensuring accuracy and compliance with HIPAA regulations. Proficient in active listening, healthcare software data entry, medical terminology, and insurance verification, with a proven track record of training and mentoring new hires to enhance team performance and minimize errors. Committed to leveraging strong communication, problem-solving, and teamwork skills to elevate patient and customer satisfaction, while actively pursuing greater leadership roles within service operations. Recognized for effectively resolving conflicts through calm and strategic approaches, demonstrating resilience and adaptability in fast-paced settings.
Overview
12
12
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
MPF Federal
12.2021 - Current
- Handled an average of 70 inbound calls daily to resolve customer issues and maintain service levels.
- Developed and led a formal onboarding program that shortened new hire ramp-up time.
- Mentored junior representatives to reduce handling errors and improve team accuracy.
- Maintained detailed CRM records to ensure accurate follow-up and consistent customer service.
IN HOME CAREGIVER
Comfort Keepers Home Care
02.2019 - 12.2021
- Provided personal care and medication administration to clients, reducing emergency interventions and hospital visits.
- Maintained detailed daily care records to ensure continuity and clear family communication.
- Facilitated transportation and appointment support to improve access to medical services and adherence.
- Organized activities and companionship that improved client mood and measurable social engagement.
CUSTOMER SERVICE REPRESENTATIVE
Aiken Regional Medical Centers
10.2016 - 05.2017
- Handled 40+ daily calls in a high-volume call center while maintaining service-level targets.
- Scheduled patient appointments and entered data into the electronic system with high accuracy.
- Resolved referral and insurance verification issues independently to accelerate patient care access.
- Maintained detailed records of interactions to ensure timely follow-up and case resolution.
ADMINISTRATIVE SECRETARY
Collier County Growth Management
09.2015 - 06.2016
- Streamlined daily Microsoft Office reporting to meet monthly deadlines and improve report accuracy.
- Responded to seven or more complex planning inquiries daily, improving client responsiveness.
- Maintained confidential records and ensured compliance with county and state policies.
- Prepared legal payoff statements and calculated lien totals including fees and interest for collections.
CUSTOMER SERVICE REPRESENTATIVE
Collier County Growth Management
02.2014 - 09.2015
- Improved daily customer intake by greeting and assisting an average of 75 daily visitors to speed transactions.
- Resolved customer inquiries across channels, increasing satisfaction through timely responses.
- Processed billing and payment inquiries while educating customers on policies to reduce payment errors.
- Managed about 100 complex service requests for the Building Department during peak growth, ensuring timely plan reviews and approvals.
Education
General Studies, Psychology, Tourism
Alaska Pacific University
Anchorage, AKHIGH SCHOOL DIPLOMA -
A.J. Dimond High School
Anchorage, AKSkills
- Customer service
- Effective listening
- Problem-solving skills
- Detail-oriented data entry
- Compliance with HIPAA standards
- Ensuring confidentiality in patient care
- Healthcare vocabulary
- Customer service expertise
- Experience in healthcare operations
- Collaborative teamwork
- Problem-solving
- Active listening
- Adaptability and flexibility
Timeline
CUSTOMER SERVICE REPRESENTATIVE
MPF Federal
12.2021 - Current
IN HOME CAREGIVER
Comfort Keepers Home Care
02.2019 - 12.2021
CUSTOMER SERVICE REPRESENTATIVE
Aiken Regional Medical Centers
10.2016 - 05.2017
ADMINISTRATIVE SECRETARY
Collier County Growth Management
09.2015 - 06.2016
CUSTOMER SERVICE REPRESENTATIVE
Collier County Growth Management
02.2014 - 09.2015
General Studies, Psychology, Tourism
Alaska Pacific University
HIGH SCHOOL DIPLOMA -
A.J. Dimond High School