Shelly Kirk
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
11
11
years of professional experience
Work History
Front Desk Operator
Sentara Health Plan
03.2021 - Current
- Enhanced callers satisfaction by efficiently managing operator calls by addressing inquiries in a timely manner.
- Reduced equipment downtime by troubleshooting issues and performing timely updates.
- Maintained a safe working environment by enforcing strict adherence to safety guidelines and protocols.
Front Desk Receptionist
Sentara Health Plan/Virginia Premier Health Plan
06.2017 - 03.2021
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Increased guest retention by maintaining a welcoming and organized reception area.
Member Operations Representative
Sentara Health Plan/Virginia Premier Health Plan
04.2014 - 01.2017
- Managed high call volume for efficient and effective resolution, resulting in excellent customer feedback.
- Improved customer satisfaction by resolving complex issues promptly and professionally.
- Maintained detailed records of customer interactions, ensuring accurate tracking and follow-up on all concerns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Care Representative
Anthem Health Plan/Wellpoint
09.2012 - 12.2013
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
Education
High School Diploma -
Henrico High School
Richmond, VA06.1981
Skills
- Quality Assurance
- Custom Order Management
- First Call Resolution
- Customer Service
Timeline
Front Desk Operator
Sentara Health Plan
03.2021 - Current
Front Desk Receptionist
Sentara Health Plan/Virginia Premier Health Plan
06.2017 - 03.2021
Member Operations Representative
Sentara Health Plan/Virginia Premier Health Plan
04.2014 - 01.2017
Customer Care Representative
Anthem Health Plan/Wellpoint
09.2012 - 12.2013
High School Diploma -
Henrico High School
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