Shonice Heaggans
Fayetteville,NC
Summary
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
9
9
years of professional experience
1
1
Certification
Work History
Substitute Teacher, K-12
ESS
11.2023 - Current
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Kept accurate and current attendance records and assignment sheets to maintain file compliance.
- Managed classroom behavior effectively, implementing clear expectations and consistent consequences for all students.
Cook/Chef
RRA soul food
01.2016 - Current
- Maintained clean and organized work areas at all times to bring safety and quality to food preparation process.
- Demonstrated strong multitasking skills, managing multiple orders simultaneously without sacrificing quality or presentation.
- Maintained food safety and sanitation standards.
- Demonstrated flexibility in adapting to last-minute changes in menu items, guest count, or event timeline to maintain a high level of service quality.
- Prepared meals efficiently under time constraints for timely service during peak hours.
Environmental Services
Cape Fear Valley Medical Center
07.2023 - 04.2024
- Clean designated areas, using proper chemicals and protective equipment
- Ensured compliance with local, state, and federal regulations pertaining to environmental services in healthcare facilities.
- Continuously improved personal skills and knowledge in environmental services practices through training sessions, workshops, and other learning opportunities.
- Ensured compliance with safety guidelines by attending required training sessions and adhering to best practices in environmental services operations.
- Provided exceptional customer service to patients, visitors, and staff while performing routine duties as an Environmental Services Assistant.
Appeals Specialist
ContinuumGlobal
08.2022 - 11.2023
- Assisted in refining company policies surrounding claims denials management by sharing insights gleaned from experiences working on various types of appeals cases.
- Achieved successful appeal outcomes by meticulously reviewing and analyzing claim denials, identifying errors.
- Skills with HMO and Traditional claim platforms, products, and benefits, patient management, compliance and regulatory analysis, special investigations, provider relations, customer service or audit experience.
- Demonstrated exceptional attention to detail when evaluating medical records in order to identify discrepancies or inconsistencies that could impact an appeal''s outcome positively or negatively.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Reduced claim processing errors by conducting thorough investigations and accurately interpreting policy details.
Patient Care Assistant
Brookdale Senior Living
02.2019 - 12.2022
- Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff.
- Attended to patient and family's immediate needs and concerns by acknowledging and providing required attention.
- Assisted nurses with daily patient care tasks, ensuring timely and efficient medical support.
- Prevented cross-contamination by cleaning and sterilizing equipment.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
Call Center Customer Service Representative
Conduent
08.2017 - 07.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Education
college - Early Childhood Education
Fayetteville Technical Community College
Skills
- Teaching
- Kitchen Experience
- Experience with Children
- Cooking
- Early Childhood Education
- Food Safety
- Environmental Services
- Childcare
- Catering
- Special Needs Support
- Multitasking Abilities
Certification
LLC, Present, I have my LLC license for my cooking business.
Timeline
Substitute Teacher, K-12
ESS
11.2023 - Current
Environmental Services
Cape Fear Valley Medical Center
07.2023 - 04.2024
Appeals Specialist
ContinuumGlobal
08.2022 - 11.2023
Patient Care Assistant
Brookdale Senior Living
02.2019 - 12.2022
Call Center Customer Service Representative
Conduent
08.2017 - 07.2019
Cook/Chef
RRA soul food
01.2016 - Current
college - Early Childhood Education
Fayetteville Technical Community College
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