Summary
Overview
Work History
Education
Skills
Languages
Timeline
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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, LA
01.2021

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

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Shermykiel Marsden