Shandrisa Moore
Customer Service Representative
North Augusta
Summary
Detailed Customer Service Representative known for having great organizational skills. I have the ability to prioritize, multitask, and problem solve. Looking for a new role to grow within Medical Associates Plus.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Medical Associates Plus Dermatology
Augusta, Georgia
04.2024 - Current
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
Lead Customer Service Agent
Conduent
05.2020 - 01.2023
- Managed 80% of customer orders and inquiries through various channels, including phone, email, and in-person communication, prioritizing high-quality service delivery.
- Processed over 100 daily incoming and outgoing communications, including chat, phone, and email, with a focus on accuracy and privacy.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Increased sales by educating prospects on benefits of products and services in comparison to competitors, contributing to a 15% increase in revenue.
- Followed up with customers to verify resolution, maintaining a 100% customer satisfaction rate.
Direct Support Professional
University Medical Call Center
Augusta, GA
01.2018 - 05.2020
- Monitored calls for quality assurance purposes.
- Conducted performance reviews of call center staff and documented results.
- Developed and implemented customer service policies and procedures.
- Resolved escalated customer complaints in a timely manner.
- Analyzed customer feedback data to identify trends in customer service issues.
- Maintained accurate records of all customer interactions using the company's CRM system.
- Collaborated with other departments to develop solutions for customer needs.
Technical Support Representative
Call Center Solutions
07.2015 - 01.2018
- Maintained a high degree of confidentiality due to access to sensitive information, ensuring data confidentiality.
- Communicated with customers in a clear, concise, and courteous manner, ensuring effective understanding and resolution.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Used ticketing systems to manage and process support actions and requests.
Education
High School Diploma -
Fox Creek Charter High School
North Augusta, SCPhlebotomy
Tender Care Learning Center
Aiken Technical College
05-2026
Skills
Customer Service
Tech Support
Account Management
CRM Software
Data Entry and Collection
Paperwork Processing
Report Generation
Call Management
Customer Consulting
Multi-Task Management
Critical Thinking
Office Equipment Proficiency
Prioritization
Timeline
Customer Service Representative
Medical Associates Plus Dermatology
04.2024 - Current
Lead Customer Service Agent
Conduent
05.2020 - 01.2023
Direct Support Professional
University Medical Call Center
01.2018 - 05.2020
Technical Support Representative
Call Center Solutions
07.2015 - 01.2018
High School Diploma -
Fox Creek Charter High School
Phlebotomy
Tender Care Learning Center
Aiken Technical College
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