Shermykiel Marsden
Shreveport
Summary
With over 2 years of experience in customer service and a career in the healthcare field as a CCMA since 2021, I specialize in enhancing client satisfaction through effective communication, problem-solving, and conflict resolution. Skilled in providing technical support and identifying opportunities for process improvement, I deliver precise and reliable solutions. My background in healthcare has strengthened my ability to approach customer interactions with empathy and professionalism, particularly in high-stress environments. I am committed to continuously improving the customer service experience while expanding my capabilities in active listening and client relationship management.
Overview
6
6
years of professional experience
Work History
Certified Clinical Medical Assistant
Gastrointestinal Specialist
03.2022 - Current
- Monitored Patients post-procedure, identifying complications early and assisting physicians in care adjustments.
- Conduct physical assessments and manage intake/output documentation.
- Educated patients and caregivers on discharge instructions, medications, and follow-up care.
- Collaborate across clinical teams in a high-volume practice requiring flexibility and quick decision making.
- Verified insurance and coordinated transportation logistics for outpatient care.
- Administered patient vital signs and maintained accurate electronic health records to ensure quality care.
- Assisted healthcare providers during examinations, enhancing patient comfort and operational efficiency.
Customer Service Representative
Young Williams
02.2020 - 11.2022
- Assisted clients with SNAP benefits and Child Support Cases, ensuring accurate details and resolving inquiries.
- Collaborated with case workers to address client concerns.
- Verified client information meticulously, preventing errors and ensuring data integrity.
- Managed customer interactions, leading to improved client trust and service reliability.
- Engaged proactively with customers, building rapport and ensuring a positive experience while addressing their needs.
- Streamlined client inquiry processes, achieving noticeable gains in response times and enhancing overall service quality.
- Managed high call volume while consistently meeting or exceeding performance and customer satisfaction metrics.
- Delivered exceptional customer service, addressing inquiries and resolving issues efficiently.
- Utilized CRM software to manage customer interactions and track service requests.
Customer Service Representative
Teleperformance
06.2019 - 02.2020
- Assisted customers with account inquiries, including balance inquiries, billing questions, and service details.
- Provided troubleshooting support to resolve issues with mobile devices, network services, and account functions.
- Managed escalated concerns, offering solutions to resolve issues efficiently while maintaining high customer satisfaction.
- Verified customer identity through secure methods, ensuring the protection of sensitive account information.
- Guided customers through activation and setting up new devices, ensuring smooth transitions and user-friendly experiences.
- Maintained knowledge of current company offerings and updated product features to deliver the most relevant recommendations.
- Demonstrated excellent communication and problem-solving skills, building trust and rapport with every interaction.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Documented customer interactions in the CRM system, ensuring accurate records for follow-up and future reference.
- Trained new employees on best practices for customer engagement and support protocols.
- Collaborated with team members to improve response times and streamline service processes.
Education
Certified Clinical Medical Assistant - Certified Clinical Medical Assistant
Rockbridge Training Institute
Shreveport, LA01.2021
Skills
- Conflict Resolution
- Active listening
- Data Entry & Management
- Active Listening
- Multi-Tasking
- Quality Assurance
- CRM Software
- Technical Support
- HIPAA compliance
- Vital sign monitoring
- Critical thinking
- Customer service
Languages
English
Timeline
Certified Clinical Medical Assistant
Gastrointestinal Specialist
03.2022 - Current
Customer Service Representative
Young Williams
02.2020 - 11.2022
Customer Service Representative
Teleperformance
06.2019 - 02.2020
Certified Clinical Medical Assistant - Certified Clinical Medical Assistant
Rockbridge Training Institute