Shirlette M Madden
Atlanta,GA
Summary
Experienced in delivering quality service and unparalleled support to promote lasting customer satisfaction. Proficient in implementing customer service best practices and exploring options for optimal customer experiences. Committed to exceeding expectations and fostering strong customer relationships. Skilled in effectively addressing concerns and resolving issues to enhance overall satisfaction.
Overview
27
27
years of professional experience
Work History
Intake Specialist
Family Health Centers of Georgia-West End
Atlanta Ga
11.2023 - Current
- Supplied new clients with necessary documentation.
- Enhanced customer satisfaction through prompt follow-ups to guarantee timely documentation.
- Completed intake assessment forms and filed clients' charts.
- Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
- Provided clear guidance through the intake process, leading to better client understanding and engagement.
- Ensured client confidentiality by adhering to strict privacy policies when handling sensitive information during the intake process.
- Educated clients about available resources within the organization, empowering them to make informed decisions regarding their care options.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Provided essential administrative support to office staff.
- Enhanced office productivity by handling high volume of callers per day.
- Maintained accurate and up-to-date client records.
Patient Service Representative
Healing Communnity Center
Atlanta, GA
05.2023 - 11.2023
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Used ECW to schedule appointments.
- Assisted patients in filling out check-in and payment paperwork.
- Managed patient registration process, confirming data accuracy and completeness.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Verified insurance eligibility and coverage for patients.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Greeted and assisted patients with check-in procedures.
- Followed document protocols to safeguard confidentiality of patient records.
- Took copayments and compiled daily financial records.
E-Commerce Associate
Walmart Distribution Center
Atlanta GA
09.2021 - 08.2022
- Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
- Packaged fragile and perishable merchandise for transport to support safe, intact delivery of requested products.
- Consistently met deadlines and quality goals for accuracy and timeliness.
- Solicited feedback from served customers to discern service weaknesses and positively shape future service interactions.
Warehouse Associate
Bag Central LLC
Atlanta GA
10.2016 - 12.2020
- Inspected incoming and outgoing shipments to verify accuracy and prevent errors.
- Customer Resolution and satisfaction while locating lost luggage
- Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
- Organizational Inventory
- Operated pallet jacks and material moving equipment to receive and transport items from various warehouse locations.
Customer Service Coordinator
Frontier Airlines
Atlanta GA
12.2009 - 12.2013
- Created and enhanced call sequencing flows and scripts to enhance team performance.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Spearheaded communication and Technical training sessions
- Managed employees with KPI'S (key performance indicators)
- Decreased customer complaints 10% by producing time management resolutions
- Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities.
- Explained charges, fees, terms of sales, and service agreements to over 100 customers daily.
Airline Customer Service Agent
Midwest Airlines
Atlanta GA
10.1997 - 12.2009
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Managed time efficiently in order to complete all tasks within deadlines.
Education
Master of Arts - Business Communications
Jones International University
Centennial, CO10.2015
Bachelor of Arts - Fashion Design
American InterContinental University
Atlanta, GA07.1994
Associate of Arts - Fashion Design
Bauder College
Atlanta, GA05.1991
High School Diploma -
Stamford Catholic High School
Stamford, CT05.1989
Skills
- Professional Relationships
- Customer Service Excellence
- Operational Efficiency
- Information Verification
- Business Development Understanding
- Client Relations and Retention
- Providing Feedback
- Client Support
- Consistently Met Revenue Targets
- Administrative Assistance
- Quality Control Management
- Effective Conflict Resolution
- Client Reminder Coordination
- Appointment Scheduling
- Expertise in HIPAA Standards
- Seamless Call Transfers
- Insurance Verification
- Sliding Scale Assessment
- Appointment Scheduling Expertise
- Medicaid Compliance Expertise
Additional Information
Additional voluntary work with the following organizations:
Atlanta Wine and food festival
Alvin Ailey Dance Theater of Harlem (Fox Theater Atlanta GA)
Cathedral of Faith COGIC Atlanta GA-Community affairs, Food bank and Homeless Outreach
Contact
Atlanta, United States 30307
Education
Stamford, CT,Atlanta, GA,Atlanta, GA,Centennial, CO
References
- Dr. Jessica Patton- Family Vision center. 404 752 1400 Ext. 5405
- Kenya Mears- Intake Specialist/Trainer Healing Community Center. 404 259 6899
- Melissa Beverly Supervisor. 678 570 9446
Timeline
Intake Specialist
Family Health Centers of Georgia-West End
11.2023 - Current
Patient Service Representative
Healing Communnity Center
05.2023 - 11.2023
E-Commerce Associate
Walmart Distribution Center
09.2021 - 08.2022
Warehouse Associate
Bag Central LLC
10.2016 - 12.2020
Customer Service Coordinator
Frontier Airlines
12.2009 - 12.2013
Airline Customer Service Agent
Midwest Airlines
10.1997 - 12.2009
Bachelor of Arts - Fashion Design
American InterContinental University
Associate of Arts - Fashion Design
Bauder College
High School Diploma -
Stamford Catholic High School
Master of Arts - Business Communications
Jones International University