Summary
Overview
Work History
Skills
Websites
Training And Professional Development
Timeline
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SHEREA RAMSEUR

SHEREA RAMSEUR

Concord,NC

Summary

. Diligent customer success professional skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.

Overview

20
20
years of professional experience

Work History

IMPLEMENTATION SPECIALIST/CUSTOMER SUPPORT

TEBRA
07.2022 - Current
  • Provide customers with technical support to maximize the value of software application
  • Respond to customers’ needs and provide one stop/one call solutions
  • On-board new customers and serve as their primary liaison throughout the process
  • Consistently deliver a positive customer experience to earn and retain long-term loyalty
  • Received senior leadership recognition achieving 100% client retention and customer satisfaction ratings.

FAMILY ADVISOR/ SALES

CARING LLC
12.2021 - 05.2022
  • Utilized Salesforce CRM to qualify ten families daily for services and provided organizational options/services offered via inbound and outbound phone calls
  • Grew pipeline from start and increased by 900% in five months by retaining strong relationships with clients and families
  • Used extensive program knowledge to analyze clients’ needs and advocate for low-income families
  • Aligned all available services with clients’ needs
  • Maintained continuous follow-up to ensure positive client and family outcomes.

INDEPENDENT INSURANCE AGENT

12.2019 - 03.2022
  • Responded to numerous questions from clients
  • Used customer feedback as a baseline for enhanced service excellence
  • Contributed to customers’ loyalty by increasing retention rates by 20%
  • Lived a philosophy that a customer should never have to make the same request twice.

CLIENT SERVICES REPRESENT

VANGUARD, FINANCIAL SERVICES
06.2021 - 11.2021
  • Obtained recognition from senior leadership for independently mastering complex organizational material in less than six months and seamlessly handling all daily administrative and support functions
  • Worked both independently and collaboratively with preceptors to produce superior results and successfully pass SIE Finance exam.

CNA/UNIT SECRETARY

CMC MERCY, PRE OP AND POST OP CARE
06.2018 - 02.2019
  • Provided patient care including vitals, medication administration, hygiene, and nutrition
  • Consistently delivered caring and compassionate care
  • Updated patients’ status in automated system.
  • Upheld infection control and prevention policies across different patient-facing areas.
  • Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.

PSYCHIATRIC TECHNICIAN

FRYE REGIONAL MEDICAL CENTER
08.2012 - 02.2018
  • Accurately processed admissions and discharges within medical center’s electric health records, while taking a central role in resolving unit conflicts and training Technicians
  • Taught independent mindfulness meditation and coping skills in conjunction with established protocols.

LEAD CNA

PRIVATE CAREGIVING
05.2004 - 08.2012
  • Supervised entire CNA department, while promoting excellent patient care through optimal transitioning of reports during staff changes
  • Led administrative functions by maintaining medication inventory and logging home supplies within organizational database.

Skills

  • Strategic Planning
  • Process Improvements
  • Change Management
  • Customer Loyalty/Satisfaction
  • Service Excellence
  • One Stop/One Call Solutions
  • Goal Setting/KPIs
  • Cross-Functional Communication
  • Team Collaboration
  • Continuous Follow-Up
  • Microsoft Office Suite
  • Salesforce
  • CRM
  • Cerner CRM
  • Epic CRM
  • Zoom
  • Slack
  • Go-To-Meeting
  • Atlassian
  • Jira
  • Confluence
  • SaaS
  • Google Suite
  • Active Listening
  • Customer Needs Assessment
  • Customer Relations
  • Customer Service Excellence
  • Customer Relationship Management
  • Conflict Resolution
  • Critical Thinking

Training And Professional Development

  • Google Project Management Certification, July 2023
  • Customer Experience and Sales CX3 Facilitator, December 2022 & May 2022
  • Climb Hire Career Development - Began as a student, then served as a facilitator for a virtual learning program for adults that want to break into technology and sales

Timeline

IMPLEMENTATION SPECIALIST/CUSTOMER SUPPORT

TEBRA
07.2022 - Current

FAMILY ADVISOR/ SALES

CARING LLC
12.2021 - 05.2022

CLIENT SERVICES REPRESENT

VANGUARD, FINANCIAL SERVICES
06.2021 - 11.2021

INDEPENDENT INSURANCE AGENT

12.2019 - 03.2022

CNA/UNIT SECRETARY

CMC MERCY, PRE OP AND POST OP CARE
06.2018 - 02.2019

PSYCHIATRIC TECHNICIAN

FRYE REGIONAL MEDICAL CENTER
08.2012 - 02.2018

LEAD CNA

PRIVATE CAREGIVING
05.2004 - 08.2012

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SHEREA RAMSEUR