Shirley Strayhorn
Business
Indianapolis,IN
Summary
Dynamic Training Team Lead at MDwise.org with a proven track record in coaching and mentoring, enhancing team performance through effective collaboration. Skilled in conflict resolution and attention to detail, I foster a positive work environment that drives continuous improvement and employee engagement, ensuring alignment with organizational goals.
Supportive Team Lead with 5 years of experience leading teams. Expert in following detailed production schedules with distinguished history of maximizing productivity. Committed to proactive reorganization for optimized safety and efficiency.
Overview
30
30
years of professional experience
Work History
Training Team Lead
MDwise.org
Indianapolis, IN
06.2024 - 01.2026
- Trained new team members by relaying information on company procedures and safety requirements.
- Collaborated with cross-functional teams to align project goals with organizational objectives.
- Mentored junior staff, fostering a collaborative work environment focused on continuous improvement.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
Customer Service Representative
MDwise
Indianapolis, IN
04.2015 - 06.2024
- Resolved customer inquiries and issues efficiently through effective communication and problem-solving skills.
- Provided support to team members during peak times, enhancing overall service delivery.
- Maintained accurate records of customer interactions using CRM software, ensuring data integrity.
- Trained new staff on best practices for customer engagement and service protocols.
- Managed high-volume inbound calls, resolving customer inquiries efficiently.
- Trained new staff on customer service protocols and system navigation for improved performance.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Met customer call guidelines for service levels, handle time and productivity.
Tax Preparer
HR Block
Indianapolis, IN
11.2012 - 04.2015
- Prepared individual and business tax returns, ensuring compliance with federal and state regulations.
- Reviewed financial documents to identify deductions and credits, maximizing client refunds.
- Assisted clients in organizing tax-related documentation, improving efficiency of the filing process.
- Educated clients on tax implications of financial decisions, enhancing their understanding of tax liabilities.
- Provided exceptional customer service during peak tax season by remaining calm under pressure and addressing client concerns promptly and professionally.
- Increased client satisfaction by providing accurate and timely tax preparation services.
- Completed and filed returns with tax departments at local, state, and federal levels.
- Maintained complete records of client tax returns and supporting documentation in secured areas.
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
Accounts Payable Clerk
McFarling Foods
Indianapolis, IN
03.1996 - 04.2005
- Processed invoices accurately and efficiently using accounting software to ensure timely payments.
- Reviewed and reconciled vendor statements to maintain accurate records and resolve discrepancies.
- Coordinated with internal departments to gather necessary documentation for payment approvals.
- Implemented process improvements that enhanced invoice processing speed and reduced errors.
- Oversaw month-end closing processes, ensuring all payables were recorded accurately in financial systems.
- Reviewed vendor invoices for appropriate documentation and validity prior to payment.
Education
High School Diploma -
Crispus Attucks High School
Indianapolis, INSkills
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
- Performance monitoring
- Performance improvement
- Employee evaluation
- Relationship building
- Task delegation
- Work assignment delegation
- Teamwork and collaboration
- Staff training
Timeline
Training Team Lead
MDwise.org
06.2024 - 01.2026
Customer Service Representative
MDwise
04.2015 - 06.2024
Tax Preparer
HR Block
11.2012 - 04.2015
Accounts Payable Clerk
McFarling Foods
03.1996 - 04.2005
High School Diploma -
Crispus Attucks High School