Shirley Reed Liggins
McKinney
Summary
Operations and customer service leader with extensive experience in healthcare and education. Successfully managed clinic operations, optimized patient flow, and ensured compliance with regulations. Committed to enhancing service quality through effective staff development and quality audits.
Overview
29
29
years of professional experience
Work History
Center Manager
HCA CareNow Urgent Care
Prosper
2025.01 - Current
- Managed day-to-day clinic operations, ensuring efficient opening/closing procedures, effective staff scheduling, and accurate inventory management of medical supplies.
- Interview, hire, train, and supervise clinic staff, providing regular feedback and recognizing high performance.
- Monitor and optimize patient flow, utilizing web check-in data to minimize wait times and ensure compassionate, timely care.
- Ensured compliance with company policies, OSHA, HIPAA, and state regulations while maintaining clinical and administrative documentation and overseeing cash management, daily banking, and budget adherence to support clinic financial goals.
- Conducted weekly and monthly quality audits of clinic logs, supplies, patient charts, and AIDET performance to ensure high standards of care.
Scheduling Call Center Supervisor
HCA Medical City Plano
Plano
2019.01 - 2025.01
- Managed staffing schedules to ensure seamless operations in high-volume call center.
- Led scheduling and room service operations across multiple facilities, ensuring timely, accurate service to admitted patients.
- Implemented continuous improvement initiatives to enhance departmental efficiency and service quality.
- Coached and counseled staff to maintain policy compliance and improve competencies.
Customer Service Representative
HCA Medical City Plano
Plano
2018.01 - 2019.01
- Liaised between patients, clinical staff, and nutrition services to resolve issues efficiently, ensuring seamless communication and care delivery.
- Managed inbound patient service requests, aligning dietary needs with medical requirements and preferences to enhance patient satisfaction.
- Trained colleagues and troubleshot system issues in Meditech, Hospitality Suites, and Room Service Connect to support team operations and improve service reliability.
Teacher
Kindergarten Prep
Allen
2018.01 - 2018.12
- Developed and executed NAEYC-aligned lesson plans to enhance early childhood literacy, numeracy, and science skills.
- Developed engaging lesson plans for diverse learning styles and abilities.
- Implemented creative activities to enhance cognitive and motor skills development.
- Facilitated a nurturing environment for preschool-aged children to promote social skills.
- Conducted assessments and curated individualized portfolios to monitor and support developmental milestones.
Teacher Assistant
PPCD Structured – Pearson Early Childhood School
Plano
2018.01 - 2018.12
- Facilitated personalized instruction and care to meet educational and developmental needs of special education students.
- Assisted teachers in implementing lesson plans for diverse learning needs.
- Supported classroom management to maintain a positive learning environment.
- Maintained student safety during transitions and off-campus activities while coordinating classroom resources.
- Prepared instructional materials and resources for daily activities.
Team Lead Teacher
North Star Learning Center
Richardson
2009.01 - 2018.12
- Directed curriculum planning and delivery for multi-disciplinary lessons, enhancing social, cognitive, and emotional development outcomes.
- Mentored and coordinated teaching staff to align strategies and ensure instructional quality.
- Cultivated parent relationships through regular communication on student progress, fostering collaborative support for student success.
Tutor
Gideon Math and Reading
Richardson
2013.01 - 2013.12
- Delivered one-on-one academic support, enhancing student comprehension and confidence through personalized instruction.
- Instructed students in math and reading using engaging teaching methods.
- Developed personalized lesson plans for diverse student learning needs.
- Assessed student progress through regular evaluations and feedback sessions.
Enumerator
U.S. Census Bureau
Plano
2010.01 - 2010.12
- Conducted resident interviews, ensuring accurate and confidential data collection that adhered to federal guidelines.
- Verified responses for accuracy and completeness during data collection.
- Conducted surveys to collect demographic data from households.
- Trained new enumerators on procedures and survey techniques.
Teleworker
West Telemarketing
Omaha
2005.01 - 2009.12
- Managed high-volume inbound customer orders to ensure timely processing and operated disaster hotline for American Red Cross to provide critical support during emergencies.
- Performed daily tasks with attention to detail in a fast-paced environment.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Porting Administration Representative
Cingular Wireless
Ridgeland
2004.01 - 2004.12
- Facilitated mobile number transfers, resolving technical and account verification issues for customers.
- Managed customer inquiries through various communication channels.
- Processed account changes and service requests efficiently.
- Provided detailed product information to assist customer decisions.
Customer Service Representative
Gulf South Medical Supply
Ridgeland
2000.01 - 2002.12
- Managed customer orders and tracked shipments to ensure timely delivery and accurate account communication.
- Assisted patients with scheduling appointments and managing medical records.
- Responded to patient inquiries, providing accurate information and support.
- Coordinated communication between patients and medical staff for effective service.
Customer Service Representative
Entergy
Jackson
1998.01 - 2000.12
- Addressed billing inquiries, arranged payment plans, and coordinated service orders to enhance customer satisfaction.
- Assisted patients with inquiries and service requests efficiently.
- Handled patient check-ins and processed insurance information accurately.
- Managed appointment scheduling for multiple departments and physicians.
Secretary
Jackson State University
Jackson
1997.01 - 1998.12
- Managed office correspondence and communications for university departments.
- Organized meetings and scheduled appointments for faculty and staff.
- Managed communications and departmental operations to support faculty in achieving departmental goals.
- Maintained filing systems and ensured document accuracy and accessibility.
Education
Bachelor of Science - Criminal Justice Administration
Bellevue University
Bellevue, NE2013-03
Associate Degree - Criminal Justice
Virginia College
Jackson, MS2007-03
Skills
- Customer service and relations
- Process optimization
- Compliance monitoring
- Staff training and quality auditing
- Staff coaching and development
- Leadership and team management
- Resource allocation and scheduling
- Microsoft Office Suite
- Meditech and hospitality suite
- Experity and OnBase
- SharePoint and Heal Analytics
- Kronos and OneDrive
- Organizational communication skills
- Performance feedback
- Room service connect
Timeline
Center Manager
HCA CareNow Urgent Care
2025.01 - Current
Scheduling Call Center Supervisor
HCA Medical City Plano
2019.01 - 2025.01
Customer Service Representative
HCA Medical City Plano
2018.01 - 2019.01
Teacher
Kindergarten Prep
2018.01 - 2018.12
Teacher Assistant
PPCD Structured – Pearson Early Childhood School
2018.01 - 2018.12
Tutor
Gideon Math and Reading
2013.01 - 2013.12
Enumerator
U.S. Census Bureau
2010.01 - 2010.12
Team Lead Teacher
North Star Learning Center
2009.01 - 2018.12
Teleworker
West Telemarketing
2005.01 - 2009.12
Porting Administration Representative
Cingular Wireless
2004.01 - 2004.12
Customer Service Representative
Gulf South Medical Supply
2000.01 - 2002.12
Customer Service Representative
Entergy
1998.01 - 2000.12
Secretary
Jackson State University
1997.01 - 1998.12
Bachelor of Science - Criminal Justice Administration
Bellevue University
Associate Degree - Criminal Justice
Virginia College