Shenequi Davis
Grand Prairie ,TX
Summary
Dynamic and results-oriented professional with over 10 years of experience in customer service and medical assistance, notably at John Peter Smith Hospital. Excelled in enhancing patient care and customer satisfaction through exceptional communication and problem-solving skills. Proficient in Microsoft Office applications and CRM software, achieving significant improvements in client relations and operational efficiency.
Overview
15
15
years of professional experience
Work History
Sales Associate
Bath and Body Works, Limited Brands
09.2021 - Current
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
- Resolved customer complaints with patience and understanding, restoring customer confidence.
- Utilized CRM tools to track customer interactions and sales, enhancing effectiveness of follow-up communications.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Wrapped, boxed and weighed bakery department products.
Remote Customer Service Associate
Alorica
10.2021 - 12.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Maintained detailed record of customer interactions, ensuring accountability and follow-up.
- Resolved customer complaints, leading to noticeable improvement in customer satisfaction scores.
- Investigated and resolved accounting, service and delivery concerns.
- Sought ways to improve processes and services provided.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Improved customer experience by maintaining high level of product knowledge and sharing it effectively.
Remote Customer Service Rep
Alorica -Residence Inn by Marriott
05.2017 - 08.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Medical Assistant-Phlebotomist II
John Peter Smith Hospital
01.2010 - 10.2022
- Obtained client medical history, medication information, symptoms, and allergies.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazards waste properly.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
- Optimized appointment scheduling processes to minimize conflicts and maximize physician availability for patients.
- Maintained strict adherence to infection control protocols by following proper sterilization techniques for medical equipment.
- Aided in accurate diagnoses by performing laboratory tests and preparing specimens for analysis.
- Reduced wait times by swiftly processing insurance claims, verifying coverage, and obtaining pre-authorizations when necessary.
- Assisted in the development of clinic policies and procedures to ensure compliance with industry standards and regulations.
- Provided support during emergencies by administering first aid treatments under physician supervision until further assistance arrived.
- Enhanced patient care by meticulously recording vital signs and updating patient records.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
- Collected pertinent data and calculations to aid physician in interpreting results.
- Taught patients about medications, procedures, and care plan instructions.
- Completed EKGs and other tests based on patient presentation in office.
- Prepared lab specimens for diagnostic evaluation.
- Collected and documented patient medical information such as blood pressure and weight.
- Successfully drew blood from patients of all ages and skill levels in a timely manner.
- Performed venipuncture procedures with accuracy and precision.
- Prepared labels, forms, reports, and other paperwork related to specimen collection processes accurately and
- efficiently.
- Calmly handled difficult or challenging situations that arose while performing phlebotomy duties.
- Maintained excellent communication skills to provide comfort for patients during the collection process.
- Demonstrated knowledge of safety protocols, including proper handling of contaminated needles and biohazardous
- Ensured compliance with OSHA standards regarding universal precautions for infectious diseases.
- Checked paperwork for completeness and accuracy of information.
- Developed a thorough understanding of laboratory protocol and procedure for collecting patient samples.
- Successfully collected and processed high volume of blood specimens for laboratory analysis.
- Drew blood from veins by vacuum tube, syringe, and butterfly venipuncture methods.
- Drew blood from capillaries by dermal puncture, such as heel, and finger stick methods.
Education
Medical Assistant/ Phlebotomy - Back Office
ATI Medical Careers
Dallas, TX01.1999
Associate Degree In Nursing - Nursing
Navarro College
Corsicana, TX12.1993
Diploma - Human Biology
South Grand High School
Grand Prairie, TX06.1989
Skills
- Customer service
- Teamwork and collaboration
- Time management
- Problem-solving skills
- Listening skills
- Multi-tasking strength
- Problem-solving
- Excellent people skills
- Reliable and punctual
- Goal oriented
- Exceptional customer service
- Outgoing personality
- Cash handling
- Money handling
- Flexible schedule
- Verbal/written communication
- Cash register operation
- Stocking and receiving
- Cash handling accuracy
- Client service
- Conflict resolution
- Sales expertise
- Product sales
- Complex Problem-solving
- POS system operation
- Upselling
- Retail store operations
- Guest relations
- Payment processing
- Policy and procedure adherence
- Fraud detection
- Cold calling
- CRM software proficiency
- Friendly and outgoing
- Outbound Sales (3 years)
- Medication Administration
- (10 years)
- Vital Signs (10 years)
- Epic (10 years)
- Laboratory Experience (10
- years)
- Medical Oce Experience
- (10 years)
- QuickBooks (4 years)
- Appointment scheduling (9
- years)
- Account reconciliation (9
- years)
- Accounting (9 years)
- Financial Statement
- Preparation (5 years)
- Documentation review (7
- years)
- Electronic health
- documentation (8 years)
- Payment collection and
- processing (10 years)
- Microsoft Oce applications
- (10 years)
- Detailed organization (10
- years)
- Customer Service (10 years)
- Patient Care (10 years)
- Business Development (10
- years)
- Medical Records (10 years)
- Nursing (10 years)
- Computer skills (10 years)
- Microsoft Word
- Microsoft Excel (10 years)
- Microsoft Access (10 years)
- Inbound calls (3 years)
Additional information, Certification
Additional Information
Scheduling — Familiar
October 2020
Cross referencing agendas and itineraries to avoid scheduling conflicts
Full results: Familiar
Call center customer service — Completed
June 2019
Measures a candidate's ability to demonstrate customer service skills in a
call center setting. Full results: Completed
Data entry: Accuracy — Completed
May 2019
Measures a candidate's ability to accurately input data and eectively
manage databases. Full results: Completed
Front desk agent (hotel) — Proficient
October 2020
Selecting hotel rooms based on verbal requests and identifying errors in
hotel data Full results: Proficient
Medical receptionist skills — Familiar
July 2020
Managing physician schedules and maintaining accurate patient records
Full results: Familiar
Receptionist — Completed
February 2020
Using basic scheduling, attention to detail, and organizational skills in an
oce setting. Full results: Completed
Working with MS Word documents — Proficient
February 2020
Knowledge of various Microsoft Word features, functions, and
techniques. Full results: Proficient
I have 3 years of experience in inbounds calls by working from the
comfort of my home.
CERTIFICATIONS:
Laboratory Technician/CERT#
20-0437R15 EXP.
Medical Assistant/CERT#
20-0437R15 EXP.
Timeline
Remote Customer Service Associate
Alorica
10.2021 - 12.2023
Sales Associate
Bath and Body Works, Limited Brands
09.2021 - Current
Remote Customer Service Rep
Alorica -Residence Inn by Marriott
05.2017 - 08.2020
Medical Assistant-Phlebotomist II
John Peter Smith Hospital
01.2010 - 10.2022
Medical Assistant/ Phlebotomy - Back Office
ATI Medical Careers
Associate Degree In Nursing - Nursing
Navarro College
Diploma - Human Biology
South Grand High School
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