Shereese Harmon
Southgate
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
Work History
Patient Care Representative
Optum, UnitedHealth Group
02.2023 - Current
- Maintained confidentiality of patient data and conditions to safeguard health information.
- Actively participated in staff meetings contributing valuable insights into improving processes within the clinic to enhance patient experience.
- Efficiently managed high volumes of phone calls, messages, and inquiries from patients or other healthcare providers, ensuring prompt responses and resolutions.
- Streamlined appointment scheduling for better time management, resulting in decreased wait times and increased patient satisfaction.
- Responded to patient queries and concerns concerning insurance coverages and deductibles.
Insurance Specialist
Progressive Insurance
10.2021 - Current
- Provided exceptional customer service and drove retention by communicating accurate information about promotions, customer programs, and products
- Worked to accommodate new and different insurance requests, as well as investigate new value opportunities to improve the reputation of the insurance agency
- Fostered a positive work environment by consistently treating all employees and customers with respect and consideration.
- Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues promptly.
Volunteer Youth Counselor
Vista Maria Residential
01.2024 - 03.2024
- Engaged and interacted with youth members, teaching sustainable habits, and coping mechanisms.
- Supervised youth in engaging environment to promote security and safety for all ages.
- Monitored youth behavior and offered guidance and support for positive change.
- Wrote reports for family and caregivers, documenting progress, challenges, and therapy milestones.
Childcare Volunteer
Trinty Healthcare
01.2022 - 02.2022
- Assisted with special events and programs.
- Served as positive role model, promoting healthy interpersonal behaviors.
- Complied with strict safety and organizational regulations, policies, and procedures.
- Watched and redirected inappropriate children behavior.
- Conducted functional behavior assessments, functional analysis, preference assessments, and assessments of basic learning and language skills to identify target behaviors and purpose of behaviors.
CSR
Consumers Energy
11.2017 - 10.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Evaluated technical problems using the company's troubleshooting resolution tree while leveraging my personal expertise to find appropriate solutions
- Answered customer calls promptly to avoid long wait times on hold.
CSR
Netflix
01.2012 - 11.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Increased sales by cultivating customer loyalty, encouraging repeat business, and promoting repeat customers
- Consistently exceeded sales and product add-on quotas on a daily basis
- Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
Education
Bachelor of Science - Human And Social Service
Bryant And Stratton College
01.2025
Associate of Science - Human And Social Service
Bryant & Stratton College
01.2023
Skills
- Diligent: Hard working, Conscientious, Sense of Urgency
- Effective: Problem Solver, Autonomous, Organized, Productive
- Validates: Information clearly and intuitively, protects all stakeholders, Accurate
- Educates: Identifies and closes knowledge gaps with all stakeholders, clear communicator
- Listens: Actively asks relevant questions to understand internal and external consumer's situation, attentive
- People-oriented
- Team building expertise
- Computer proficiency
- Research
- Time Management
- Multi-Tasking
Timeline
Volunteer Youth Counselor
Vista Maria Residential
01.2024 - 03.2024
Patient Care Representative
Optum, UnitedHealth Group
02.2023 - Current
Childcare Volunteer
Trinty Healthcare
01.2022 - 02.2022
Insurance Specialist
Progressive Insurance
10.2021 - Current
CSR
Consumers Energy
11.2017 - 10.2021
CSR
Netflix
01.2012 - 11.2017
Bachelor of Science - Human And Social Service
Bryant And Stratton College
Associate of Science - Human And Social Service
Bryant & Stratton College
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