Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shelly Doherty

Highlands Ranch,CO

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the Pet insurance/Veterinary space. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Experience with startups.

Overview

23
23
years of professional experience

Work History

Customer Service/ Claims Team Liaison

Wagmo
11.2021 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Collaborate seamlessly with the Claims team to provide customers comprehensive updates on current or past claims.
  • Advocate for product and process improvements to elevate the overall customer experience and drive higher Net Promoter Scores(NPS).
  • Answer Live Chat through Zen Desk
  • Process Wellness Claims efficiently promptly

Customer Care Representative/Department Liaison

Deer Creek Animal Hospital
01.2001 - 11.2021
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Streamlined call response times for improved customer experience through effective communication techniques.
  • Maintained and managed customer files and databases.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Contributed to team success, consistently achieving call center performance metrics.
  • Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
  • Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
  • Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
  • Communicated with clients regarding account services, statements, and balances.
  • Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
  • Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
  • Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
  • Responded proactively and positively to rapid change.

Unit Secretary, Labor and Delivery

Lutheran Hospital
04.2014 - 04.2016
  • Facilitated smooth admission process for patients by collecting personal information, verifying insurance details, and explaining consent forms.
  • Assisted in improving patient care by transcribing physician orders for medications, diagnostic tests, and treatments.
  • Contributed to a positive work environment through effective collaboration with interdisciplinary teams during shift changes and huddles.
  • Assisted with enhancing overall patient experience through coordination of room assignments based on individual needs.
  • Streamlined the unit''s daily workflow by accurately maintaining the patient census and bed availability.
  • Supported compliance with hospital policies by accurately entering data into electronic health record systems.
  • Safeguarded confidential patient information through adherence to HIPAA regulations when handling sensitive material.
  • Improved patient satisfaction by efficiently managing and organizing medical records, admission paperwork, and discharge documents.
  • Enhanced communication between nursing staff and physicians by promptly relaying messages and coordinating appointments.

Education

No Degree - Human Resources Management

Colorado State University
Fort Collins, CO

No Degree - Human Resources Development

Arapahoe Community College
Littleton Co

Skills

  • Critical Thinking
  • Active Listening
  • Problem-solving abilities
  • Problem Resolution
  • Call center experience
  • Scheduling
  • Appointment Scheduling
  • Team Development
  • Administrative Support
  • Microsoft Office Suite
  • Live chat support
  • Medical terminology knowledge
  • Proficiency in ZenDesk and Slack

Timeline

Customer Service/ Claims Team Liaison

Wagmo
11.2021 - Current

Unit Secretary, Labor and Delivery

Lutheran Hospital
04.2014 - 04.2016

Customer Care Representative/Department Liaison

Deer Creek Animal Hospital
01.2001 - 11.2021

No Degree - Human Resources Management

Colorado State University

No Degree - Human Resources Development

Arapahoe Community College

Similar Profiles

CREATE PROFILE
Shelly Doherty