Summary
Overview
Work History
Education
Skills
Affiliations
Additional Information
Timeline
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Shelli Watson

Customer Service Star
El Paso, TX,TX

Summary

Dedicated customer relations professional successful at transforming unhappy individuals into long-term customers by leveraging industry knowledge and exceptional service skills. Bringing leadership abilities along with strong computer skills and regulatory understanding. Centered on building customer satisfaction and loyalty with high-quality support.

Overview

5
5
years of professional experience

Work History

Customer Service Specialist

Concentrix
Dallas, TX
09.2020 - Current
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Maintained up-to-date knowledge of product and service changes.
  • Trained new personnel regarding company operations, policies and services.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Mentored new team members to ramp-start their Concentrix journey.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues

Renewal Cycle Coordinator

Apple Homecare Medical Supply
Richardson, TX
03.2019 - 12.2019
  • Processed billing calls and answered questions from patients and third-party carriers.
  • Corrected, completed and processed claims for multiple payer codes.
  • Logged charges and payments within Bright Tree.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Entered client details and notes into system for interdepartmental access and review.

Medical Assistant

Center For Holistic Healing
Dallas, TX
05.2005 - 05.2008
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Answered telephone calls to offer office information, answer questions and direct calls to staff.
  • Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
  • Unpacked, sorted, counted and labeled all incoming medications to keep optimum inventory levels.
  • Taught patients about medications, procedures and care plan instructions
  • Collaborated with administrative personnel to maintain patient-focused, engaging and compassionate environment
  • Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs

Education

Some College (No Degree) - Administrative Assistance And Secretarial Science

Richland College
Dallas, TX

Associate of Science - Physiology And Human Anatomy

Collin County Community College
McKinney, TX
09.2024

Skills

  • Efficient and Detail-Oriented
  • Upbeat and Positive Personality
  • Call Documentation
  • Membership Inquiries and Renewals
  • Billing Adjustments and Refunds
  • Excellent written and oral communication
  • Complaint resolution
  • Staff education and training
  • Medical terminology knowledge
  • Technical Support
  • Service standard compliance

Affiliations

Crisis Text Line - I volunteer in a chat forum with people who are needing help

Additional Information

The gap in my work experience is made up in 20+ years as a wife and mother to 4 amazing kids and have loved every minute of it! I never meet a stranger, my personality is warm and welcoming, I am creative in both problem-solving and efficiency. I am self-motivated and very resourceful, and I am comfortable communicating with diverse cultures and backgrounds. We are currently moving to El Paso so we can be closer to our family.

Timeline

Customer Service Specialist

Concentrix
09.2020 - Current

Renewal Cycle Coordinator

Apple Homecare Medical Supply
03.2019 - 12.2019

Medical Assistant

Center For Holistic Healing
05.2005 - 05.2008

Some College (No Degree) - Administrative Assistance And Secretarial Science

Richland College

Associate of Science - Physiology And Human Anatomy

Collin County Community College

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Shelli WatsonCustomer Service Star