Shannon Davis
Caldwell
Summary
Dynamic customer service professional excelling in complaint handling and active listening. Proven ability to enhance customer satisfaction through effective communication and multitasking. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
Work History
THD CSR
Citibank
10.2024 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
- Process payments, adjustments, and updated customer account information.
- Assist customers with online accounts.
Staffing Specialist
St Alphonsus Regional Medical
01.2022 - Current
- Maintained availability of professional talent needed to meet business objectives.
- Tracked and logged employee staffing assignments daily
- Ran reports for future dates to determine staffing needs.
- Input and corrected call schedules.
- Maintained and input attendance logs.
- Monitored and logged incoming calls.
Office Manager
Nampa Ear Nose and Throat
12.2011 - 08.2024
- Oversee day-to-day office operations, including receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
- Billing, accounts payable and receivables, insurance benefits, referrals incoming and outgoing, receptionist.
- Back up medical assistant, mail sorting, collections, credentialing and HIPPA compliance.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
- Conducted staff performance evaluations to monitor progress and recommend professional development plan.
- Scheduling appointments and surgeries for multiple locations.
Education
Associate of Applied Science - Medical Assisting
Stevens Henegar College
Boise, ID10-2011
Skills
- Call center experience
- Customer focus
- Complaint handling
- Professional telephone demeanor
- Active listening
- Customer service
- Computer proficiency
- Office equipment proficiency
- Scheduling
- Call management
- Administrative support
- Data entry
Timeline
THD CSR
Citibank
10.2024 - Current
Staffing Specialist
St Alphonsus Regional Medical
01.2022 - Current
Office Manager
Nampa Ear Nose and Throat
12.2011 - 08.2024
Associate of Applied Science - Medical Assisting
Stevens Henegar College
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