Shenika Blakely
Riverview,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Online Customer Care industry. 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 promoting positive experiences and to effectively resolve issues .
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Cigna
Tampa, FL
10.2021 - 02.2022
- Use expert knowledge and consultative sales approach to educate patients on benefits of receiving their medication via home delivery
- Able to build instant rapport, achieve customer satisfaction
- Work to research and resolve problems in a timely manner, while assisting with inbound and outbound call
- Used computerized system to gather information and respond to question
- Work with other operational departments to research and resolve mail order and claim issues and respond to members within performance guidelines
- Manage claims operations workflow with internal/external clients, pharmacies, and providers including eligibility, rejections and authorizations
- Document issues and resolutions in database
- Research issues on benefits coverage and provide guidance to patients about making the best use of their benefits
Online Customer Care Representative
Ashley Furniture HomeStore
Tampa, FL
12.2019 - 10.2020
- Helped customers navigate website to order products online for added convenience and access to larger inventory.
- Documented and updated customer records to record interactions and facilitate follow-up.
- Processed orders, monitored back-orders, invoiced and followed shipping procedures to expedite online ordering process.
- Answered live online chats to give quick answers and solve problems faster.
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Maintained positive and professional attitude toward customers to foster positive experiences resulting in repeat online purchases.
- Responded to website and email inquiries within 2-3 business days to maintain customer satisfaction and generate positive reviews.
- Effective liaison between customers and internal departments.
Client Service Representative
Quest Diagnostics
Tampa, FL
12.2017 - 10.2019
- Ensured clients received outstanding service to not only maintain but to extend relationship for future business opportunities
- Taught clients to use technological research such as online interfaces to conduct business.
- Helped 20 customers every hour by approaching conversations with positive attitude and assisting them with all patient and laboratory concerns.
- Assisted clients with adding and canceling test.
- Informed client office of test not performed(TNP) and test in question(TIQ) messages form the laboratory.
- Made outbound calls to Dr offices, hospitals etc with critical/urgent lab results within a timely matter.
- Coordinated with coworkers and managers to resolve difficult and high-level customer issues.
- Entered information about interactions with customers using QLS/ADT/QUANUM to track requests, document problems and record solutions offered.
Medical Assistant
Moffitt Cancer Center
Tampa, FL
01.2016 - 12.2017
- Assist nurses with drawing research blood work for i.e.: pre-dose, PK/PD sampling, EOI (End of Infusion) labs.
- Access and flush ports per policy, Perform sterile fields.
- Changed sterile dressings.
- Provided pre- and post-operative care.
- Maintained accurate records of patient care, condition, progress and concerns.
- Maintained a clean, healthy and safe environment.
- Performed procedures and uses equipment as delegated by a licensed professional, including blood draws, and EKGs.
- Took advantage of opportunities for continuing education, quality assurance and performance improvement activities.
Medical Assistant
Tampa Family Health Center
Tampa, FL
07.2013 - 01.2016
- Record patients medical history, vital statistics, or information such as test results in medical records.
- Authorize drug refills and provide prescription information to pharmacies.
- Prepare and administer medications as directed by a physician.
- Explain treatment procedures, medications, diets, or physicians' instructions to patients.
- Help physicians examine and treat patients, handing them instruments or materials or performing such task as giving injections or removing sutures.
- Performed general office duties, such as answering telephones, taking dictation, or completing insurance forms.
Education
Associate Degree in Nursing - Nursing
St. Petersburg College
Clearwater, FL2024
Diploma - Medical Assistant
Sanford Brown Institute
09.2012
Skills
- Time management skills
- Versatile
- Computer proficient
- Problem Solver
- Outstanding communication skills
- Service-oriented self-starter
- Punctual and reliable
- Customer-oriented
- Quick learner
- Organized multi-tasker
- Claims
- Documentation Review
- Insurance Coverage Verification
- Reporting Skills
- Excellent Administrative Abilities
- Sales expertise
Affiliations
Ambitious business student with 7+ years of experience in the healthcare field and 7+ years of experience in customer service field with knowledge in logistics/courier and a passion for learning and growing professionally within a dynamic environment.
Timeline
Customer Service Representative
Cigna
10.2021 - 02.2022
Online Customer Care Representative
Ashley Furniture HomeStore
12.2019 - 10.2020
Client Service Representative
Quest Diagnostics
12.2017 - 10.2019
Medical Assistant
Moffitt Cancer Center
01.2016 - 12.2017
Medical Assistant
Tampa Family Health Center
07.2013 - 01.2016
Associate Degree in Nursing - Nursing
St. Petersburg College
Diploma - Medical Assistant
Sanford Brown Institute
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