Stephanie Chery
Euless,Texas
Summary
Knowledgeable detail-oriented business development professional with more than 15 years’ experience in technology, healthcare, retail and other industries. Recent Certified ScrumMaster achievements include managing and coordinating technology direction and strategy, process, quality improvement, personnel management, leadership mentoring, process improvement, research and data analysis, innovative solutions concept, and design. Manage and ensure the warehouse operates at peak efficiency, with customer satisfaction being the primary goal, by supervising, organizing, directing, and training warehouse employees and establishing, monitoring, and managing operation goals. Skills include multi-tasking, procedure scheduling, confidential communications, negotiating, quality control, logistics, time management, training, collaboration, strategic planning, efficiency, process improvement, strong organizational skills, high attention to detail and the ability to make quick & concise decisions. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Representative
TriZetto Provider Solutions-Cognizant
11.2022 - Current
- Drive outstanding customer experience providing guidance and support through various channels such as calls, chats, and emails
- Met internal metrics such as quality, performance SLAs and shift adherence
- Document cases while monitoring support tickets, user issues, and employee workflows
- Handled 15+ emails daily to keep clients updated and solve potential issues
- Gathered potential leads by informing clients of company products/services that fit their needs
- Handled 25+ inquiries daily through Computer Telephony Integration (CTI).
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
Fulfillment Associate I/Learning Ambassador
Amazon
01.2021 - Current
- Sorting out the customers’ orders to which all items match what is on the customer receipt so the packer could send out the orders with no issues
- Processing and fixing all issues that arise when dealing with customer orders such as missing items, excess items, weight issues, and many more by using computer programs provided to me
- Making sure all orders get to the shipping department by the time it needs to be.
- Assisted in the training of new fulfillment associates, sharing best practices and offering support as needed.
- Demonstrated adaptability by cross-training in multiple job functions within the fulfillment center.
- Followed procedures at all times for personal and team safety.
Senior Independent Beauty Consultant
Mary Kay Cosmetics
01.2019 - Current
- Keep accurate records of sales, product discounts, personal product use, clients' purchasing history, and gifts
- Train skin care and color cosmetic specialists where ideal beauty systems are created based on an individual's particular skin type and color requirements
- Provide personalized customer service including product advice with free samples for client satisfaction.
- Enhanced client satisfaction by providing personalized beauty consultations and product recommendations.
- Helped customers feel relaxed and comfortable through conversation and personal relatability.
Substitute Teacher/Inventions
HEB ISD school
01.2020 - 01.2021
- Managed the classroom to encourage student participation, minimize distractions, and maintain a positive learning environment
- Adapted teaching methods to fit the needs of each student
- For long-term substitutes: developed lesson plans and assignments consistent with the regular teacher’s past lesson plans.
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Developed strong rapport with students through consistent encouragement and support, fostering a positive learning atmosphere conducive to academic growth.
Warehouse Service Delivery Coordinator
Staples Furniture Solutions
01.2019 - 01.2020
- Coordinate the delivery workflow, communicating with key stakeholders to ensure all media and data are complete, accurate, and available for timely publication
- Act as a mediator, facilitator, and primary point of contact for all issues between the post-production and publication phases
- Act as the liaison between all internal departments that interact with this process (Purchasing, Inventory Control, Drivers, Remote analysts, Service Techs, Sales, Warehouse, and Order Processors)
- Planned, coordinated, and executed events - oversaw the planning and execution of logistics and operations for private meetings, conferences, and special events.
- Spearheaded training initiatives for new hires, contributing to a skilled workforce capable of delivering exceptional services consistently.
- Provided ongoing support to clients, addressing concerns promptly and ensuring high levels of satisfaction.
Pharmacy Technician
Walmart Pharmacy
01.2018 - 01.2019
- Dispensed the correct medication, ensured the accuracy of pills or capsules, compounded medications, and typed prescriptions with the accuracy of patient information, doctors' information, and prescribed medication
- Assisted the pharmacist in drug setup and the filling of physician orders, medication kits and/or trays, medication carts, and floor stock requisitions
- Responsible for the procurement and distribution of medication orders per physician request, pharmacist request, or prearranged work assignment.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
Business Development/Admission
Consulate Health Care
01.2014 - 01.2018
- Completed insurance verifications, pre-certification, and pre-authorization functions; including criminal background screenings on all potential residents
- Remained up-to-date on all insurance requirements, including the details of patient financial responsibilities, fee-for-service, and managed care plans
- Marketing and business development by providing on-site visits at local hospitals to increase awareness of Consulate Healthcare and to establish strong relationships with the medical staff and Physicians that resulted in referral to admission conversions
- Maintained communication with hospital discharge planners/Case-Managers, Physicians, Homecare
- Assisted and monitored the facility's census; maintaining a daily occupancy of 90% or greater.
- Forged strong relationships with clients, fostering loyalty and encouraging repeat business.
- Managed contract negotiations with vendors and suppliers, securing favorable terms for the company's benefit.
Private Caregiver/Certified Nursing Assistant
Self-Employed
01.2011 - 01.2014
- Applied the principles of comprehensive, community-based, patient-centered, developmentally appropriate, and culturally and linguistically sensitive care coordination services
- Utilized case management processes to ensure quality care is delivered to the Practice’s patients, families, and caregivers most efficiently and effectively across the care continuum
- Engaged patient, families, and their caregivers in understanding, establishing, and monitoring patient self-management care plans, as appropriate, in a manner that is culturally and linguistically appropriate to the patient, family, and caregiver.
- Maintained clean, safe, and well-organized patient environment.
- Provided emotional support and companionship to patients, promoting overall wellbeing.
Certified Nursing Assistant (CNA)
Tidewell Hospice
01.2006 - 01.2013
- Provided caring and compassionate services to individuals during the final stages of various complex medical conditions; including personal care, rehabilitative, support services, and companionship for the patient and family members daily
- Followed verbal and written directions provided by the Registered Nurse or Hospice Physician on the type of care for 20-30 patients per week, including reporting significant changes in the patient’s status to the Director of Nursing, Registered Nurse, or/and Hospice Physician
- Worked with over 10 departments across the company, including marketing and project management, event management, and volunteer retention in developing new ideas, initiatives, products, and services.
- Participated in ongoing professional development opportunities to stay current on best practices for Activities Certified Nursing Assistants.
Education
Associate of Arts - AA - General Studies
Edison State Community College
01.2010
Skills
- Business Development & Management
- Event Management
- Project Management
- Customer Services
- Innovation Management
- Quality Assurance
- Microsoft Office
- Financial Analysis & Planning
- Patient Assessment & Care
- Strategic Business Planning
- Sales & Marketing
- Negotiation Skills
- Organizational Skills
- Time Management
- Analytical Thinking
- Leadership/Teamwork
- Public Notary
- Certified ScrumMaster
- Agile Metrics Tracking
- Agile Coaching
- Sprint Planning
- Project planning and development
- Project Scheduling
- Cross-Functional Collaboration
Certification
- Certified ScrumMaster (CSM), Scrum Alliance, 1593491, May 2022, June 2024
- Notary Public Commission, National Notary Association, NNA# 161388397, February 2022, February 2026
- Florida Department of Health, Department of Health of Florida Charlotte County, CNA121687, March 2006, May 2020
Languages
French
Limited Working
Creole
Limited Working
Timeline
Customer Service Representative
TriZetto Provider Solutions-Cognizant
11.2022 - Current
Fulfillment Associate I/Learning Ambassador
Amazon
01.2021 - Current
Substitute Teacher/Inventions
HEB ISD school
01.2020 - 01.2021
Senior Independent Beauty Consultant
Mary Kay Cosmetics
01.2019 - Current
Warehouse Service Delivery Coordinator
Staples Furniture Solutions
01.2019 - 01.2020
Pharmacy Technician
Walmart Pharmacy
01.2018 - 01.2019
Business Development/Admission
Consulate Health Care
01.2014 - 01.2018
Private Caregiver/Certified Nursing Assistant
Self-Employed
01.2011 - 01.2014
Certified Nursing Assistant (CNA)
Tidewell Hospice
01.2006 - 01.2013
Associate of Arts - AA - General Studies
Edison State Community College
- Certified ScrumMaster (CSM), Scrum Alliance, 1593491, May 2022, June 2024
- Notary Public Commission, National Notary Association, NNA# 161388397, February 2022, February 2026
- Florida Department of Health, Department of Health of Florida Charlotte County, CNA121687, March 2006, May 2020
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