Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shonda Colley

Hoover,Alabama

Summary

Experienced with customer service and support roles, ensuring efficient and effective service delivery. Utilizes problem-solving skills to address and resolve issues promptly. Knowledge of team collaboration and process improvement techniques.

Overview

42
42
years of professional experience

Work History

Advance Medical Service Assistant/Scheduling

VA of Birmingham Alabama
01.2023 - Current
  • The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources.
  • Recommends changes to existing clinic procedures based on current administrative guidelines.
  • Coordinates with the patient care team to review clinic appointment availability to ensure that clinic schedules are, closely monitored to effectively support the needs of the clinics and adjusts, as necessary. I have recently obtained skills function as a scheduler of the Dialysis Clinic.
  • Advises clinical staff on current administrative processes.
  • Processes incoming secure messaging, coordinate with care team, participate in team huddles, and team meetings.
  • Assist and train other Medical Support Assistants as needed.
  • Acts as a liaison among MSA staff, patients, and other interdisciplinary staff to resolve day to day conflicts.
  • Provides guidance to staff members, to include changes in policies and procedures, creating and maintaining employee work schedules.

Account Manager

Patient Point
02.2021 - 01.2023
  • This position allowed me the opportunity to build relationships and engage business practices with Patient Point’s products that can help utilize our products to best help their practice. In this role I also set and maintain realistic and attainable customer expectations and schedule and coordinate the flow to work between departments to productivities and customer satisfaction.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Greet patients and maintaining and recording medical data in patients’ files controlling patient accounts, and handling scheduling.
  • Answering phone calls and emails and delivering messages to staff members.
  • Maintaining patient records and updating their medical data, both manually and electronically.
  • Organizing the paperwork and opening files for new patients.
  • Verifying patients’ insurance information.
  • Assisting doctors with patient examinations, as needed.
  • Collecting and documenting patients’ basic health information including height, weight and vital signs, for the Doctors to review during examinations.
  • Recording Doctors’ orders regarding patient care and scheduling the appointments.
  • Tracking inventory and ordering supplies.
  • Maintaining employee timesheets and attendance records.

Cabin Cleaner

Unifi/Sprit
12.2021 - 04.2022
  • Ensure the satisfaction of passengers by answering questions and offering the assistance.
  • Check cabin before take-off to ensure compliance to safety regulations.
  • Welcome travelers on board and help them to their seats when necessary.
  • Serve food and beverages and see products.
  • Give the safety presentation in well-prepared manner.
  • Monitor the cabin frequently for the entire duration of the flight.
  • Adhere to established regulations and procedures.
  • Keep calm and aid passenger in the event of an emergency.
  • Give particular attention to passenger with special needs.
  • Prepare accurate reports concerning any significant issues or happening.

Receptionist

Express Pro Temp Agency
12.2020 - 04.2021
  • Received Incoming Calls.
  • Direct calls to the correct department within local government.
  • Took Voice Messages as Needed.
  • Coordinated the first Covid 19 Vaccination Workshop for the City of Dunedin as a Temp Employee.

Ticket Counter Agent

Frontier Airlines
08.2021 - 01.2021
  • Scheduling flights based on customer needs and available flights, including checking weather conditions and making changes as needed.
  • Communicating with customers to answer questions about tickets, pricing, or flight schedules.
  • Collecting payment from customers for airline tickets, including cash, credit card transactions, checks, or money orders.
  • Entering customer information into a computer system to issue tickets or update records.
  • Ticketing agent jobs that involve processing electronic ticketing requests for customers or agents over the phone.
  • Explaining airport rules and procedures to passengers prior to boarding flights.
  • Processing refunds for lost or damaged tickets or reservation errors.
  • Explaining applicable fees and taxes for each ticket.
  • Processing boarding passes and checking identification of passengers prior to allowing them to enter the airport terminal.

Customer Service Agent

Birmingham Water Work Board (BWWB)
09.2015 - 09.2020
  • Managed high volume of inbound and outbound calls.
  • Boost productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
  • Deliver fast, friendly and knowledgeable service for routine questions and complaints.
  • Shared detailed information regarding Billing and or Payment Arrangements with options to assist the elderly if they qualify.

Associate Support Department Supervisor

Home Depot
09.2012 - 09.2015
  • Responsible for posting a 3-week schedule in a timely manner for the store.
  • Coordinate and document New Hire Onboarding process.
  • Schedule first interview, conduct and recommend hire or not.
  • Create the Recognition Monthly actives and rewards for the store.
  • Work with Accounting to ensure payroll is correct.
  • Point of Contact for All employees.
  • Report all findings to Store Manager.

Floor Coordinator of Women Fashion

TJ Maxx
09.2012 - 09.2015
  • Responsible for getting the merchandise out for next business day sales.
  • Repositing merchandise for better sales results.
  • Informing the team of any changes that may have taken place via our media boards.
  • Convinced our managers that we could do more with an overnight team.

Travel Trainer for AT&T Products

AT&T Contractor
12.2010 - 10.2013
  • Traveled the Southeast Region and studied the products desire to educate new and seasoned employees on New or Old BellSouth/AT&T processes.

AT&T Supervisor
01.1997 - 02.2010
  • Realigned workflows with changing business demand by evaluating processes and improve employee strengths with understanding and knowledge of the workflow.
  • As a supervisor this allowed me to place the best employee for the task accordingly.
  • Established a positive work relationship with internal and external customers.
  • Established a safe Open Door Policy with my employees.
  • Established and enforced clear goal on projects and day to day job expectations.
  • Held daily Huddles to share the goal and expectations for all.
  • Followed up with emails for employees not in the Huddle due to work schedule.
  • As a Call Center Supervisor, we held up to 107 employees per manager.
  • The responsibility for each supervisor was 14 – 17 direct reports.
  • In this role, it was my responsibility to ensure training, scheduling and monthly reviews were held and documented timely, for appraisal results.
  • Enforced MSOC and obtained Six Sigma objectives.

Cash, Coin and Check Agent

Federal Reserve Bank
08.1983 - 08.1997
  • My rolls as a Cash operator were to ensure no counterfeit currency came into the Bank and identified where it came from if so.
  • Alert the Banks that sent the currency and document my findings.
  • Also, as a Cash Operator, it was my responsibility to ensure safe disposal of currency via a Burn system.
  • My roll as a Check Agents was to verify authenticity and to ensure that the written amount of the check match the dollar amount of the check.

Education

Associates Degree -

Phillips Business College
Atlanta, Georgia

Skills

  • Customer assistance
  • Verbal and written communication
  • Hospitality
  • Customer service
  • Scheduling appointments
  • Meeting deadlines
  • Clear communication
  • Problem-solving
  • Team leadership
  • Computer skills
  • Teamwork and collaboration
  • Attention to detail
  • Time management
  • Multitasking Abilities
  • Reliability
  • Adaptability and flexibility

Timeline

Advance Medical Service Assistant/Scheduling

VA of Birmingham Alabama
01.2023 - Current

Cabin Cleaner

Unifi/Sprit
12.2021 - 04.2022

Ticket Counter Agent

Frontier Airlines
08.2021 - 01.2021

Account Manager

Patient Point
02.2021 - 01.2023

Receptionist

Express Pro Temp Agency
12.2020 - 04.2021

Customer Service Agent

Birmingham Water Work Board (BWWB)
09.2015 - 09.2020

Associate Support Department Supervisor

Home Depot
09.2012 - 09.2015

Floor Coordinator of Women Fashion

TJ Maxx
09.2012 - 09.2015

Travel Trainer for AT&T Products

AT&T Contractor
12.2010 - 10.2013

AT&T Supervisor
01.1997 - 02.2010

Cash, Coin and Check Agent

Federal Reserve Bank
08.1983 - 08.1997

Associates Degree -

Phillips Business College

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