Sherry Fairly
Senior Customer Service Representative
Baltimore,Maryland
Summary
Dedicated Patient Advocate and Customer Service Professional with 10+ years of experience seamlessly blending compassionate patient care with expert client account management. Seeking to leverage a unique skillset to improve patient outcomes and client relations in a challenging role.
Overview
9
9
years of professional experience
Work History
CEO/Owner
Mamazoom Heirlooms
04.2017 - Current
- Created a positive work culture, resulting in increased employee satisfaction and retention rates.
- Improved organizational structure by reallocating resources and redefining roles for greater efficiency.
- Secured financing for critical projects through negotiation of favorable loan terms with financial institutions or investors.
- Ensured regulatory compliance by developing robust policies, procedures, and internal controls.
Customer Service Representative
Vervent
01.2020 - 10.2021
- Advised clients on complex financial portfolios, forbearance options, and modified payment plans, exceeding quarterly collection targets by an average of 15%.
- Resolved an average of 100+ customer concerns daily with efficiency and professionalism, consistently receiving high marks on customer satisfaction surveys.
- Securely processed sensitive payments and protected confidential account information, maintaining 100% compliance with financial data security protocols.
Customer Service Representative
CornerStone Staffing/Quest Software
08.2019 - 10.2019
- Utilized CRM and mapping software to process dispatches and customer requests, improving routing efficiency by 10%.
- Documented and escalated critical client grievances to management, leading to process improvements that reduced similar complaints by 25%.
Personal Care Assistant / Caregiver
Fresno County IHSS
10.2022 - 12.2017
- Directly contributed to a 20% reduction in client hospital readmissions through proactive health monitoring and diligent physical therapy support.
- Managed and administered medication for multiple clients daily, ensuring 100% adherence to physician instructions and precise documentation.
- Orchestrated all medical and non-medical appointments, providing reliable transportation and advocacy, which improved client engagement and care continuity.
Education
Relevant Coursework - Sociology
Fresno City College
Fresno, CAHigh School Diploma - undefined
San Diego Board of Education
San Diego, CASkills
- Healthcare & Patient Advocacy
- Patient Care & Health Monitoring
- Medication Administration
- HIPAA & OSHA Compliance
- Client Transportation
- Customer Service & Account Management
- High-Volume Inbound/Outbound Calls (70-120/day)
- Client Needs Assessment & Solution Development
- Payment Processing & Financial Account Advising
- Conflict De-escalation & Grievance Resolution
- Administrative & Technical
- CRM & CATI Software Proficiency
- Scheduling & Appointment Coordination
- Data Entry & Records Management
- Workshop Facilitation
Timeline
Personal Care Assistant / Caregiver
Fresno County IHSS
10.2022 - 12.2017
Customer Service Representative
Vervent
01.2020 - 10.2021
Customer Service Representative
CornerStone Staffing/Quest Software
08.2019 - 10.2019
CEO/Owner
Mamazoom Heirlooms
04.2017 - Current
High School Diploma - undefined
San Diego Board of Education
Relevant Coursework - Sociology
Fresno City College