Shinenieces Evans-Peters
New York State of Health
Brooklyn,NY
1
Certification
10
years of professional experience
Dynamic management expert with over a decade of experience in customer service and team leadership, consistently driving operational excellence and enhancing workflow efficiency. Proven track record in coordinating remote operations, leveraging strong communication skills to resolve complaints effectively and ensure high customer satisfaction. Committed to utilizing expertise in operational management to unlock new opportunities and foster a culture of continuous improvement. Recognized for achieving a remarkable 90% call volume while maintaining strict adherence to HIPAA guidelines.
Work History
Call Coordinator
1 Year 11 Months- Contributed to high-performing team, achieving 90% call volume and exceptional metric performance.
- Addressed inbound customer inquiries, managing complaints and delivering solutions with professionalism.
- Maintained patient confidentiality in compliance with HIPAA guidelines.
- Authenticated and verified health coverage for accurate processing.
- Utilized EmedNy, Epic, and Oracle systems effectively across dual monitors.
- Demonstrated proficiency in Microsoft Teams, Zoom, and Outlook for seamless communication.
- Led peer groups to enhance practice through interactive learning sessions.
Assistant Manager
6 Years 1 Month- Drove multiple key metrics year over year as a top-tier assistant manager.
- Trained and developed a well-rounded team to enhance customer experience.
- Elevated entry-level personnel to optimize daily operations and improve efficiency.
- Filled prescriptions to support pharmacy operations and maintain customer satisfaction.
- Managed financial statements and performance metrics to assess productivity and identify cost-saving opportunities.
- Aligned departmental functions to streamline production processes.
- Oversaw service provisioning and product creation through effective administrative management.
Education
High School Diploma
Skills
Service excellence
Leadership capabilities
Communication proficiency
Presentation expertise
Persuasive techniques
Goal-focused mindset
Networking abilities
Negotiation tactics
Sound judgment
Decisional skills
Script adherence
Resolving issues
Customer communications
Answering questions
Certification
BOROUGH OF MANHATTTAN COMMUNITY COLLEGE
- Central Sterile Processing Training Program
- November 2024-February 2025
Timeline
Call Coordinator
New York State of Health
02.2022 - 01.2024Read More
Assistant Manager
Walgreens Pharmacy
11.2013 - 12.2019Read More
John V. Lindsay Wildcat Academy
High School Diploma
Read More