Shkeela Walker
Gibsonton,FL
Summary
Customer service professional with strong background in managing customer interactions and improving service standards. Known for collaborating effectively with team members and delivering consistent results. Committed to maintaining high standards and adapting to changing needs.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Lead Customer Service Agent
Teleperformance USA
Remote, FL
12.2023 - 05.2025
- Ensured compliance with company policies, federal regulations, and legal requirements throughout all interactions with clients.
- Maintained up-to-date knowledge on industry trends and competitor offerings to stay ahead in an increasingly competitive market landscape.
- Optimized workflow processes, ensuring timely completion of assigned tasks while maintaining high-quality standards in service delivery.
- Proactively strived to resolve customer issues during the initial interaction to enhance customer satisfaction
Customer Service Representative
A Courteous Communications
Remote, FL
06.2017 - 12.2023
- Handled a high volume of client inquiries via phone and email, ensuring customer satisfaction and maintaining a consistent record of timely and accurate responses.
- Collaborated with team members to streamline communication processes, contributing to a noticeable improvement in overall team efficiency.
- Managed approximately 80+ incoming call, from customers.
Response Support
Toyota Connected
Remote, FL
02.2019 - 10.2023
- Provide customer support and troubleshoot vehicle-related issues to ensure seamless user experiences.
- Process payments and manage service subscriptions to maintain customer satisfaction and operational efficiency.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Communicated with customers in a clear, concise, and courteous manner, ensuring effective understanding and resolution.
- Managed approximately 50+ incoming calls, emails and faxes per day from customers.
Tax Preparer
Liberty Tax Service
12.2015 - 05.2021
- Provided comprehensive tax preparation services, ensuring accuracy and compliance with federal and state regulations.
- Assisted clients in maximizing eligible deductions and credits, enhancing their overall tax outcomes.
SR LPN
Jenkins Veteran's Domicilliary Home Of Florida
02.2003 - 04.2010
- Utilized time management skills to prioritize tasks effectively, allowing for efficient completion of daily responsibilities.
- Maintained accurate documentation of all relevant clinical data, ensuring compliance with regulatory standards.
- Implemented infection control measures, ensuring a clean and safe environment for patients and staff.
- Managed patient care through closely monitoring respiration, blood pressure, and blood glucose levels.
Education
Associate of Science - Healthcare Management
Colorado Technical University
Online05.2025
Certificate of Technical Studies - Medical Billing and Coding
Ultimate Medical Academy
Clearwater, FL01.2016
Diploma - Practical Nursing
Lake City Community College
Lake City, FL01.2003
Skills
- Healthcare billing expertise
- Clinical coding accuracy
- ICD-9-CM documentation expertise
- Experience with HCPCS guidelines
- CPT
- ICD-10-CM coding
- Medical Terminology
- Electronic Health Records (EHR)
- Electronic Medical Records (EMR)
- Third Party Payers
- Worker's Compensation Centers for Medicare and Medicaid
- CMS 1500
- CMS 1450 (Ub-04)
- Payment Posting
- Scheduling (3 Years)
- Superbill Insurance Verification
- Insurance Billing Procedures
- Insurance Claim Processing Practice Management
- Medical Office Procedures
- Anatomy & Physiology
- Co-Payments
- Deductibles
- Co-Insurance
- HIPAA Compliance
- Outpatient / Physician (5 Years)
- Inpatient / Facility
- Clerical Experience
- Triage
- Transcription
- Hospital Experience
- Management
- Employee Orientation
- Vital Signs (10 Years)
- Laboratory Experience (5 Years)
- Epic management
- Escalation management
- CRM software expertise
- Complaint handling
- Call center experience
Certification
ServSafe
Timeline
Lead Customer Service Agent
Teleperformance USA
12.2023 - 05.2025
Response Support
Toyota Connected
02.2019 - 10.2023
Customer Service Representative
A Courteous Communications
06.2017 - 12.2023
Tax Preparer
Liberty Tax Service
12.2015 - 05.2021
SR LPN
Jenkins Veteran's Domicilliary Home Of Florida
02.2003 - 04.2010
Diploma - Practical Nursing
Lake City Community College
Associate of Science - Healthcare Management
Colorado Technical University
Certificate of Technical Studies - Medical Billing and Coding
Ultimate Medical Academy
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