Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Shirleen Mbah

Gaithersburg,MD

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

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

2
2
years of professional experience

Work History

Customer Service Representative

CVS Healthcare
Gaithersburg, MD
01.2022 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Recommended products to customers, thoroughly explaining details.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.

Customer Service Representative

Ebay Enterprise
Gaithersburg, MD
04.2022 - 08.2022
  • Responded to customer requests for products, services and company information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Communicated with vendors regarding backorder availability, future inventory and special orders.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.

Medical Front Office Receptionist

MedStar Health
Germantown, MD
12.2020 - 01.2022
  • Completed clerical duties and tasks for clinic administration.
  • Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
  • Used computer programs and registration systems to schedule patients for routine and complex procedures.
  • Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
  • Used computerized data management systems to organize immense datasets and coordinate care details for large patient bases.
  • Assessed and forwarded procedure and service details to correct coding staff to best categorize for insurance purposes.
  • Contributed to and helped lead employee staff meetings, reporting trends in procedures, advising leadership on resources needed and preparing information to be disseminated.
  • Managed multi-line phone system and pleasantly greeted patients.
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Helped patients complete necessary medical forms and documentation.
  • Transcribed phone messages and relayed to appropriate personnel.

Education

N/A - Business

Watkins Mill High School
Gaithersburg, MD
06.2019

Skills

  • Upbeat and Positive Personality
  • Issue and Complaint Resolution
  • Understanding Customer Needs
  • Efficient and Detail-Oriented
  • Upselling Products and Services
  • Time Management

Timeline

Customer Service Representative

Ebay Enterprise
04.2022 - 08.2022

Customer Service Representative

CVS Healthcare
01.2022 - Current

Medical Front Office Receptionist

MedStar Health
12.2020 - 01.2022

N/A - Business

Watkins Mill High School

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Shirleen Mbah