Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Sheronda Robinson

Sheronda Robinson

Houston,TX

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls as well as chats; sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Perform HIPPA procedures and adhere to confidential medical matters. Excellent communication skills working with peers and managers and ability to meet deadlines while handling multiple tasks. Strong cognitive analysis and clinical competency skills. Committed job seeker with a history of meeting company needs with consistent and organized practices.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Customer Service Representative

TTEC Government
Englewood, CO
10.2021 - Current
  • Answered questions from customers that came in through the company's online chat feature.
  • Used various skills to resolve problems in reasonable amount of time.
  • Monitored customer issues to deliver best resolution course, following steps involved for appropriate procedures.
  • Maintained understanding of company computer software, products and services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Educated customers on special pricing opportunities and company offerings.
  • Upheld quality control policies and procedures to increase customer satisfaction.

Customer Service Representative

SITE GROUP
San Angelo, TX
11.2020 - 03.2021
  • Receive and process chats, calls and or/emails to answer customer questions, address their concerns and help them with a particular product or service.
  • Communicate clearly and effectively to resolve customer issue quickly and ensure satisfaction
  • Handle between 20-25 contacts per day
  • Document and maintain records of customer interactions
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Developed strong customer relationships to encourage repeat business.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.

Special Education Paraprofessional

RCM Technologies
Waipahu, HI
02.2016 - 01.2019
  • Supported students with personalized accommodations, extra assistance and educational assessments.
  • Collaborated with teacher to develop personalized and successful learning strategies.
  • Escorted students to restroom cafeteria, outside to playground and on field trips.
  • Advised instructor on student behavior or issues requiring immediate attention.
  • Worked in tandem with teacher to develop customized classroom environment conducive to students' needs.
  • Evaluated student needs to provide helpful resources and support.
  • Consulted with teachers regarding student progress, IEP adjustments and classroom needs.
  • Provided disabled students with assistive devices and supportive technology.

Chiropractic Assistant

Arrowhead Clinic
Hinesville, GA
03.2015 - 06.2016
  • Performed electric muscle stimulation, massage and mechanical traction therapies on patients under doctor supervision.
  • Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
  • Led patients to exam rooms, answered general questions and prepared patients for physician by explaining process.
  • Inputted patient data using EMR and provided appropriate updates to records.
  • Communicated with insurance companies to facilitate proper billing procedures and collect payments.
  • Determined patients' insurance coverage by notifying carriers and submitted invoices after services had been performed.
  • Answered phones, scheduled appointments, greeted patients and ordered supplies.
  • Verified appointment times with patients, preparing charts, pre-admission and consent forms.
  • Handled general office duties to support administrative staff during peak hours.
  • Positioned patients properly during examination or treatment for comfort and safety.
  • Operated x-ray and electrocardiogram (EKG) to administer diagnostic tests.

Recreation Assistant

MWR Fitness Center
Fort Stewart, GA
01.2015 - 01.2016
  • Essentially worked as part of multidisciplinary teams engaged in providing leisure, exercise and fitness services to patrons, retirees, and their family members.
  • As a recreation assistant, I assisted with the promotion of recreational and fitness activities, completing administrative tasks set by the Centre manager and maintaining equipment and facility areas.
  • Check members into system upon arrival, handling customer queries over the telephone and in person; take on responsibilities of a cash drawer $100 or more for fitness classes.
  • Respond to member questions and concerns in a timely and professional manner. Assist manager as needed and engaged in providing leisure, exercise and fitness services to patrons, retirees and their family members.
  • Help with setting up several events and venue within the facility and assisted with maintaining the cleanliness of the facility.
  • Performed opening/ closing duties of the fitness center; clerical duties.

Substitute Teacher

DODEA Schools
Fort Stewart, GA
10.2014 - 01.2016
  • Enforced classroom routines to keep students on schedule and operating at consistent level.
  • Provided classroom instruction outlined in teacher's lesson plans.
  • Implemented lesson plans assigned by classroom teacher to educate students about key concepts.
  • Provided notes and reports on school day activities to primary teacher.
  • Educated students in various subjects to provide seamless transition during absence of head teacher.
  • Maintained student attendance and assignment records to prevent lapses during teacher absences.
  • Maintained rules of conduct that encouraged self-discipline and responsibility.
  • Managed high school classrooms during teacher absences.
  • Explained assignments and relayed information from lead teacher.
  • Left notes for head teacher about notable students, events and problems.
  • Answered student questions about course concepts.
  • Distributed worksheets and homework assignments from head teacher to assist with classroom operations.
  • Graded tests and assignments using head teacher's grading guidelines.

Education

Bachelor of Science - Health Sciences

Kaplan University
12.2009

Associate of Applied Science - Medical Assisting

Kaplan University
01.2008

Skills

  • COMPUTER SKILLS
  • Microsoft Word, Excel, PowerPoint, Access
  • Customer Service-Oriented
  • Credit Card Payment Processing
  • Appointment Scheduling
  • Calm and Professional Under Pressure
  • De-escalation Techniques
  • Understanding Customer Needs
  • Customer Data Confidentiality
  • Efficient and Detail-Oriented
  • Data Entry and Maintenance
  • Verbal and Written Communication
  • Responding to Difficult Customers
  • Data Entry
  • Inbound and Outbound Calling
  • Microsoft Office Expertise
  • Group and Individual Instruction
  • Administrative and Clerical Support

Certification

  • Certified Clinical Medical Assistant (CCMA)

Timeline

Customer Service Representative

TTEC Government
10.2021 - Current

Customer Service Representative

SITE GROUP
11.2020 - 03.2021

Special Education Paraprofessional

RCM Technologies
02.2016 - 01.2019

Chiropractic Assistant

Arrowhead Clinic
03.2015 - 06.2016

Recreation Assistant

MWR Fitness Center
01.2015 - 01.2016

Substitute Teacher

DODEA Schools
10.2014 - 01.2016

Bachelor of Science - Health Sciences

Kaplan University

Associate of Applied Science - Medical Assisting

Kaplan University

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Sheronda Robinson