Summary
Overview
Work History
Education
Skills
Languages
Work Availability
Timeline
AssistantManager
Stephanie Shum

Stephanie Shum

El Paso,TX

Summary

Highly motivated Customer Support Specialist with a passion for delivering exceptional service and a proven ability to resolve complex customer issues. Committed to leveraging strong communication skills and technical expertise to contribute to the growth and success of the company. Seeking an opportunity to utilize customer-centric approach and problem-solving abilities in a dynamic and challenging environment.

Overview

6
6
years of professional experience

Work History

Optometric Technician

Buena Vista Eye Care
07.2024 - Current
  • Operated and maintained lensometers, refraction units, auto-refractors, and visual field analyzers for patient testing.
  • Input patient information and exam findings into electronic medical records system to facilitate accurate record-keeping.
  • Improved patient care by conducting comprehensive visual pre-testing procedures.
  • Performed ocular health assessments to aid optometrists in identifying potential eye-related conditions early on.

Customer Support Specialist

Arise
12.2022 - Current
  • Responded promptly to in-bound chat and email support requests, delivering accurate and comprehensive solutions to customer inquiries
  • Maintained up-to-date knowledge on company products and services ensuring 100% accuracy when providing information to customers
  • Organized and managed sensitive data input in multiple databases, retrieving and delivering information daily
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.

Medication Aide

Trustwell Assisted Living
09.2023 - 07.2024
  • Maintained a safe and clean environment by adhering to infection control protocols during medication administration.
  • Achieved high levels of efficiency while distributing medications by organizing daily routines around individual patient schedules and needs.
  • Took patient vital signs, height, and weight measurements and monitored glucose and patient wellbeing.
  • Reduced medication errors by diligently maintaining and updating medication records for each patient.

Lead Mental Health Technician

Oceans Behavioral Hospital
04.2023 - 08.2023
  • Managed challenging cases effectively through strong problem-solving abilities combined with a calm and empathetic demeanor.
  • Collaborated closely with psychiatric nursing staff in monitoring patient medication adherence rates for improved outcomes.
  • Ensured continuity of care for patients transitioning between levels of service by coordinating with external organizations on referrals and resources.
  • Facilitated group therapy sessions to help patients develop coping skills, build social connections, and improve overall wellbeing.
  • Charted on each patient daily.

Customer Experience Specialist

Turbo Tax
12.2022 - 05.2023
  • Facilitated intuitive customer navigation, offering direct access to detailed instructions & step-by-step guidance through the company website/mobile app resulting in a 25% boost in usage
  • Developed key performance indicators (KPIs) and implemented corrective actions based on metrics analysis to improve overall productivity by 30%
  • Achieved 95% accuracy rate in the documentation of customer data into CRM for comprehensive tracking of requests, problems, and solutions
  • Enhanced customer satisfaction by addressing and resolving issues in a timely manner.

Optometric Technician

Drishti Kidz Eye Care
03.2022 - 08.2022
  • Operated and maintained lensometers, refraction units, auto-refractors, and visual field analyzers for patient testing.
  • Input patient information and exam findings into electronic medical records system to facilitate accurate record-keeping.
  • Assisted with insurance questions, eligibility, and prior authorizations of medications and glasses.
  • Managed administrative duties with phone reception, appointment scheduling and payment processing.

Call Center Representative

Southwest Retina Consultants
12.2021 - 03.2022
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Confirmed appointments, communicated with clients, and updated client records.

Medication Aide

Sunridge At Desert Springs
10.2018 - 12.2019
  • Maintained a safe and clean environment by adhering to infection control protocols during medication administration.
  • Achieved high levels of efficiency while distributing medications by organizing daily routines around individual patient schedules and needs.
  • Took patient vital signs, height, and weight measurements and monitored glucose and patient wellbeing.
  • Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life.
  • Assisted in inventory management, ensuring an adequate stock of medications was always available for patients'' needs.

Education

High School -

Brighton High School
Brighton, CO

Skills

  • Customer Service

  • Complaint Resolution

  • Email Management

  • Microsoft Office

  • Salesforce

  • Slack

  • LiveChat

  • Microsoft Teams

  • Zoom

  • Detail-oriented

  • Written Communication

  • Oral Communication

  • Adaptability

  • Problem Solving

  • Independent Decision Making

  • Appointment scheduling

  • Diagnostic imaging

    • Spanish translation

Languages

Spanish
Professional Working

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Optometric Technician

Buena Vista Eye Care
07.2024 - Current

Medication Aide

Trustwell Assisted Living
09.2023 - 07.2024

Lead Mental Health Technician

Oceans Behavioral Hospital
04.2023 - 08.2023

Customer Support Specialist

Arise
12.2022 - Current

Customer Experience Specialist

Turbo Tax
12.2022 - 05.2023

Optometric Technician

Drishti Kidz Eye Care
03.2022 - 08.2022

Call Center Representative

Southwest Retina Consultants
12.2021 - 03.2022

Medication Aide

Sunridge At Desert Springs
10.2018 - 12.2019

High School -

Brighton High School

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Stephanie Shum