Shonna Passmore-Moon
Middletown,OH
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
16
16
years of professional experience
Work History
Engagement Specialist
BSMH
Cincinnati, OH
09.2021 - Current
- Prepared or edited organizational publications such as employee newsletters or stockholder reports for internal or external audiences.
- Participated in industry events and conferences as a representative of the company, strengthening professional networks while staying informed on emerging trends relevant to the role.
- Studied objectives, promotional policies or needs of organizations to develop public relations strategies influencing public opinion or promoting ideas.
- Analyzed data to identify trends and opportunities for improvement in customer engagement processes.
- Contributed ideas during brainstorming sessions aimed at enhancing overall customer experience through innovative approaches to engagement initiatives.
- Continuously sought opportunities for professional growth by attending workshops, webinars, and training sessions relevant to the role of an Engagement Specialist.
Customer Service Representative
VRI
Franklin, OH
06.2017 - 09.2021
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
Team Member
Lifeline Pharmacy
02.2013 - 09.2014
- Order Entry Technician, Process and Fill Prescriptions for Long term Care Facilities
Team Member
The Medicine Shoppe Pharmacy
10.2007 - 02.2013
- Managed day to day operations in the pharmacy
Education
Associate of Applied Science- Biomedical Equipment Technology -
Brown Mackie College-Cincinnati
11.2012
Associate of Applied Science - Pharmacy Technology
Brown Mackie College - Cincinnati
Sharonville, OH06.2007
Skills
- Competent with Microsoft Programs
- Customer Service
- Multitasking Abilities
Primarily supports inquiries for: registration, general information, clinical connection, work queue and messaging
Acts as first point of contact for inbound and outbound patient care inquiries and requests by omni-channel center
Leverages CRM to perform front-line customer support and resolves most issues and utilizes critical thinking to determine what customer inquiries require
Organizes work / resources to accomplish objectives
Participates in Peer mentor/mentee program
Proactively communicates issues or potential issues involving patient care and process improvement opportunities to your supervisor
Demonstrates a willingness and ability to work collaboratively with others for concise and timely flow of information
Course Program Experience
- Anatomy & Physiology
- Fundamentals of Electronics
- Computer Repair
- Medical Terminology
- Business Communications
- Principles of Psychology
- Solid State Electronics
Areas Of Specialization
- Equipment Maintenance
- Preventative Maintenance
- Concentrator Function Checks
- Equipment Set Up
- Insurance Billing
- Troubleshooting
Timeline
Engagement Specialist
BSMH
09.2021 - Current
Customer Service Representative
VRI
06.2017 - 09.2021
Team Member
Lifeline Pharmacy
02.2013 - 09.2014
Team Member
The Medicine Shoppe Pharmacy
10.2007 - 02.2013
Associate of Applied Science- Biomedical Equipment Technology -
Brown Mackie College-Cincinnati
Associate of Applied Science - Pharmacy Technology
Brown Mackie College - Cincinnati