Sheri Washington
Nottingham,MD
Summary
Dynamic customer service professional with extensive training experience at Kaiser Permanente, excelling in problem resolution and call management. Proven ability to enhance patient satisfaction and streamline processes, while maintaining composure under pressure. Skilled in utilizing CRM tools and fostering strong relationships, ensuring effective communication and support for team development.
Overview
9
9
years of professional experience
Work History
Customer Service Representative Trainer
Kaiser Permanente. -Call Center
10.2017 - 03.2025
- Trained customer service representatives on member service protocols, call handling, and compliance standards.
- Coached agents on effective communication, de-escalation, and resolution of complex member inquiries.
- Managed member and patient inquiries regarding benefits, eligibility, claims, and coverage details.
- Facilitated onboarding sessions covering scheduling, benefits, claims, and call center workflows.
- Monitored calls and delivered feedback to improve accuracy, empathy, and service consistency.
- Tracked escalated cases, ensured follow-through, and maintained accurate records for compliance.
- Supported performance improvement through side-by-side coaching and targeted skill reinforcement.
- Guided callers through appointment, referral, and authorization processes with minimal supervision.
- Encouraged ongoing professional development among customer service representatives by providing access to relevant resources and learning opportunities within the organization.
- Fostered strong relationships with trainees by maintaining an approachable demeanor and offering ongoing support throughout their development journey.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, de-escalating tense situations while staying focused on finding resolutions.
- Gathered information, assessed and met callers' needs, and explained key policies and procedures.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
Customer Service Representative
State Farm Mutual Automobile Insurance Company
04.2016 - 10.2017
- Resolved customer inquiries across phone, email, and chat using clear, professional communication
- Coordinated with internal teams to escalate complex cases and maintain service continuity
- Documented customer interactions and case notes to support consistent follow-up and compliance
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Master of Science - Health Care Management
Colorado Technical University
Colorado Springs, CO03-2020
Bachelor of Science - Business Management
Western International University
PhoenixSkills
- Customer Support
- Performance assessment
- Appointment coordination
- Call review
- Customer relationship management (CRM)
- Telephone etiquette
- Computer skills
- Problem resolution
- Calm under pressure
- CRM expertise
Timeline
Customer Service Representative Trainer
Kaiser Permanente. -Call Center
10.2017 - 03.2025
Customer Service Representative
State Farm Mutual Automobile Insurance Company
04.2016 - 10.2017
Bachelor of Science - Business Management
Western International University
Master of Science - Health Care Management
Colorado Technical University