TYWANDA SHEFFIELD
Jacksonville,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Unit Clerk
Special Services In Life Enrichment Services LLC
06.2022 - Current
- Managed patient records and maintained confidentiality in compliance with HIPAA regulations.
- Coordinated scheduling of appointments, ensuring optimal use of resources and staff availability.
- Facilitated communication between healthcare providers, patients, and families to enhance service delivery.
- Implemented electronic health record systems to streamline data entry and retrieval processes.
- Trained new staff on office procedures and software applications for increased operational efficiency.
- Oversaw inventory management of medical supplies, ensuring timely procurement and organization.
Customer Service Representative
Sandcastle Home Care
01.2021 - Current
- Resolved customer inquiries, enhancing satisfaction and loyalty.
- Managed scheduling for care services, optimizing staff allocation and resource utilization.
- Trained new representatives on customer service protocols and best practices.
- Implemented feedback mechanisms to improve service delivery and address client concerns.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Direct Support Professional
Florida Mentor Network
02.2019 - 01.2021
- Administered medication as directed by physician.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Monitored progress and documented patient health status changes to keep care team updated.
- Developed rapport to create safe and trusting environment for care.
- Updated patient files with current vitals, behaviors, and other data relevant to treatment planning.
- Maintained clean, safe, and well-organized patient environment.
- Assisted disabled clients to support independence and well-being.
Education
Medical Assistant Diploma -
Concorde Career Institute
06.2018
High School Diploma -
Smart Horizons Career Online
06.2016
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Complaint handling
- Complaint resolution
- Payment processing
- Professional telephone demeanor
- Microsoft outlook
Certification
- CNA - Certified Nurse Assistant
Timeline
Unit Clerk
Special Services In Life Enrichment Services LLC
06.2022 - Current
Customer Service Representative
Sandcastle Home Care
01.2021 - Current
Direct Support Professional
Florida Mentor Network
02.2019 - 01.2021
Medical Assistant Diploma -
Concorde Career Institute
High School Diploma -
Smart Horizons Career Online