Tianna Shepperson
North Chesterfield,VA
Summary
Dedicated and compassionate customer service professional with over 10 years of experience delivering exceptional support in healthcare, medical transportation, call center, and administrative environments. Excel at building positive relationships, resolving complex issues, coordinating services, and providing accurate documentation while maintaining the highest level of professionalism. Thrive in fast-paced settings, communicate effectively with diverse populations, and remain committed to delivering outstanding service, improving operational efficiency, and contributing to organizational success.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
MediDrive
Glen Allen, VA
03.2026 - Current
- Coordinated and dispatched non-emergency medical transportation services for members to support timely trip scheduling.
- Handled high-volume inbound calls from members, healthcare facilities, and transportation providers while providing excellent customer service.
- Scheduled, modified, confirmed, and canceled transportation requests based on member needs and eligibility.
- Communicated with transportation providers to verify trip availability, address delays, and guarantee timely pickups and drop-offs.
- Monitored active trips, resolved transportation issues, and delivered real-time updates to members and providers.
- Documented all customer interactions, trip updates, and resolutions accurately in company systems.
- Verified member information, appointment details, and transportation eligibility while maintaining HIPAA compliance and confidentiality.
- Addressed customer concerns with professionalism, empathy, and effective problem-solving skills in a fast-paced call center environment.
- Collaborated with internal departments and transportation providers to facilitate efficient service delivery and enhance customer satisfaction.
- Maintained performance standards for call quality, accuracy, productivity, and attendance while managing multiple tasks concurrently.
Night Auditor
Hampton Inn By Hilton
Glen Allen, VA
09.2024 - 05.2026
- Processed nightly financial reports ensuring accuracy and compliance with company standards.
- Managed front desk operations, providing exceptional customer service during overnight shifts.
- Conducted audits of cash drawers and credit card transactions to maintain financial integrity.
- Coordinated with housekeeping to ensure timely room availability for incoming guests.
Front Desk Receptionist
Extended Stay America
Richmond, VA
01.2023 - 10.2024
- Managed front desk operations to ensure efficient guest check-in and check-out processes.
- Provided exceptional customer service, addressing guest inquiries and resolving issues promptly.
- Coordinated room bookings using property management software to optimize occupancy rates.
- Maintained accurate records of guest information and transactions for quality assurance.
Receptionist
CSL Plasma
Richmond, VA
01.2021 - 12.2022
- Registered plasma donors and verified identification in accordance with company policies and regulatory guidelines.
- Obtained and documented donor vital signs, including blood pressure, pulse, temperature, and weight, and performed finger-stick hematocrit and protein testing.
- Accurately maintained and updated donor records using electronic medical record (EMR) systems.
- Monitored donors throughout the donation process, identified potential adverse reactions, and promptly notified medical staff of any concerns.
- Coordinated donor flow to promote efficient operations and scheduled return appointments in accordance with donation eligibility requirements.
Education
High School Diploma -
Varina High School
Richmond, VA06.2012
Skills
- Customer Service
- Patient Care
- Medical Terminology
- EMR/EHR Documentation
- HIPAA Compliance
- Call Center Operations
- Dispatch Coordination
- Appointment Scheduling
- Data Entry
- Microsoft Office Suite
- Problem Solving
- Communication
- Time Management
- Multitasking
- Attention to Detail
Timeline
Customer Service Representative
MediDrive
03.2026 - Current
Night Auditor
Hampton Inn By Hilton
09.2024 - 05.2026
Front Desk Receptionist
Extended Stay America
01.2023 - 10.2024
Receptionist
CSL Plasma
01.2021 - 12.2022
High School Diploma -
Varina High School