Shyenglish Epps
Norfolk
Summary
Engaging Senior Customer Service Representative with 8+ years of experience in the customer service industry. Skilled at transforming customer feedback into actionable insights that drive revenue, increase customer loyalty, and improve processes. Resolving complex customer inquiries. Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement.
Overview
7
7
years of professional experience
Work History
Human Services Aide
City of Norfolk
Norfolk
04.2022 - 03.2023
- Assisted families with support and being able to determine what assistance they are approved for as far as pulling and working in the system , vacsm, people soft, vec,mps, spiders,Dha links ,Dmis, and Microsoft Office
- Described procedures, requirements, and benefits to clients and interested parties. Followed strict client confidentiality laws and site-specific procedures to protect client confidentiality and provide the best experience possible.
- Acted as a mandatory abuse reporter in a confidential and conscious manner.
- Used both digital and manual client management systems, and I kept sensitive information in highly encrypted databases.
- Developed team communications and information for type meetings.
- Entered information and obtained quantitative and qualitative data on client details to provide the services requested.
- Maintained detailed records of program operations and participant activities.
- Examined departmental documents to determine how they should be distributed and filed. copied, logged, and scanned supporting documents before filing everything in the client's files.
- Assisted customers by answering questions, responding to inquiries, and handling phone requests in an average timeframe.
- Answered number of calls per timeframe to help customers with their questions and concerns.
- Answered an average of number calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers about new products.
Patient Intake Coordinator
Internal Life Home Healthcare
Norfolk
01.2021 - 02.2022
- Responsible for processing agency home health referrals in an accurate, timely manner including accurately completing data input and client information as listed on the referral.
- Completed basic diagnosis coding per referral information.
- Coordinated care for homecare patients while using the Welcome Call Script.
- Determined referrals from the Clinical Intake team.
- Scheduled staff and was responsible for their payroll.
- Processed and adjusted claims.
- Verified patients insurance.
Customer Service Manager
Walmart
Norfolk
09.2018 - 11.2020
- Managed the cashiers and other front-end store employees and strive to meet sales objectives.
- Uphold high standards of customer service.
- Conducted employee evaluations.
- Facilitated communication between management and staff, and updated staff on changes in policies or procedures.
- Maintained customer service and sales goals based on the store manager's and assistant store manager's requests.
- I interviewed potential candidates for cashier positions.
- Trained new front-end employees.
Customer Service Manager
Farm Fresh
Norfolk
11.2015 - 04.2018
- Supported the Store Team Leader in all aspects of store operations.
- Provided guidance to Team Leaders in team operations including profitability, expense control, inventory control, buying, merchandising, labor and regulatory compliance and special projects as assigned.
- Supported the Store Team Leader in all areas of operations including inventory, safety, merchandising, financial and physical plant issues.
- Maintained outstanding retail execution and customer service in the store.
- Selected, trained, developed, mentored, motivated, and counseled Team Members in a manner that builds and sustains a high-performance team and minimizes turnover.
- Uphold and communicated regional and store programs and standards to Team Leaders and Team Members.
- Regularly inspected the store to ensure compliance with all programs, rules and standards.
- Reviewed and monitored scheduling, purchases, and other expenses to ensure teams and the store are within budget.
- Addressed customer concerns when necessary.
Education
CNA -
TCC
Norfolk07-2016
High School Diploma -
Lake Taylor High School
Norfolk06.2013
Skills
- Customer Service
- Building A Rapport
- Service-Oriented
- Team Player
- Leadership
- De-Escalation
- Calm Under Pressure
- Strong analytical and critical thinking
- Problem-Solving
- Attention To Detail
- Goal-Oriented
- Multi-Tasking
- Navigating Between Multiple Screens
- Diverse
- Phone Etiquette
- Professionalism
- Friendly
- Courteous
- Empathetic
- Sympathetic
- Time Management
- Organizational
- Communication
- Active Learning
- Data-Entry
- Administrative Tasks
- Microsoft Office
- Typing 60WPM
- Documentation Review
- CRM Software
- Billing and Payment Processing/Invoicing
- Account Management
- Electronic Medical Records
- HIPAA
- Patient Safety
- Patient Advocacy
- Quality Assurance
- Medical Claims/EOB Knowledge
- Processed and Adjusted Claims
- Overpayments
- Funds Recovery
- Medical Terminology
- Insurance Verification and Healthcare Plans Knowledge
- Provider Relations
- Healthcare Benefits and Eligibility Knowledge
- Prior Authorization Knowledge
- Preventative Care Knowledge
- Home Healthcare
- Pharmaceutical Knowledge
- COB Knowledge
- Care Coordination
- Medical Billing
- Diagnosis Coding and Procedure Coding
- Appeals and Grievances
- Clinical Assessments
- Disease Control and Management
- Nursing
- Vital Signs
- Anatomy
- Utilization Management
- Triage
- Case Management
- Crisis Intervention
- Behavioral Health/Mental Health Knowledge
- Pharmacy Benefits Management Services
- Program Development and Management
- Ability to complete all tasks before the deadlines w/ little to no supervision
Timeline
Human Services Aide
City of Norfolk
04.2022 - 03.2023
Patient Intake Coordinator
Internal Life Home Healthcare
01.2021 - 02.2022
Customer Service Manager
Walmart
09.2018 - 11.2020
Customer Service Manager
Farm Fresh
11.2015 - 04.2018
CNA -
TCC
High School Diploma -
Lake Taylor High School