Sha’Lynn Howard
Atlanta
Summary
Experienced Customer Resolution Coordinator with over 10 years of expertise in the healthcare industry. Proficient in addressing customer inquiries, resolving issues with empathy and professionalism, and documenting pain points for internal teams. Strong analytical thinking and problem-solving abilities. Natural leader dedicated to nurturing relationships and enhancing brand credibility. Seeking to leverage extensive knowledge and contribute to the success of a healthcare or customer resolution organization. Solid team player with an upbeat and positive attitude, excels in establishing rapport with clients. Motivated by maintaining customer satisfaction and driving company growth. Articulate, enthusiastic, and results-oriented. Passionate about building relationships, cultivating partnerships, and fostering business growth.
Overview
9
9
years of professional experience
Work History
Retention Specialist
American Home Shield Corporation
02.2024 - Current
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Built constructive customer relationships to improve loyalty and recommendations.
- Analyzed customer behavior and data to identify trends and develop customer retention strategies.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Customer Service Resolution Specialist
Walmart.com
07.2023 - 03.2024
- • Assisted customers in resolving their issues and concerns
• Maintained accurate records of customer interactions and resolutions
• Developed and implemented strategies to improve customer service and reduce resolution time
• Received positive feedback from customers for efficient and effective resolution of their problems
• Contributed to the overall success of the company by providing excellent customer service
Identify trends and patterns in customer complaints to improve overall customer satisfaction and develop strategies to prevent similar issues in the future. - Followed up with customers after resolution of an issue to ensure satisfaction.
- Identified and assessed customer's needs quickly and accurately.
- Assisted customers with product returns, refunds, and exchanges.
- Researched complex customer issues to find solutions.
Service Champion
Taco Bell
08.2022 - 10.2023
- Assisted cooks and other kitchen staff by preparing ingredients for dishes
- Responsible for slicing and dicing fruits, vegetables, and meat; making salads, sandwiches, and other cold food items
- Kept tables stocked with condiments and clean.
- • Senior Cashier at Taco Bell• Responsible for handling cash transactions• Provided excellent customer service• Maintained a clean and organized work area• Assisted with food preparation and assembly• Ensured accuracy in order taking and processing• Collaborated with team members to meet customer needs• Followed company policies and procedures for food safety and cleanliness
Ensure compliance with food safety and sanitation regulations to maintain a clean and safe work environment
Emergency Department Clinical Assistant
Baystate Health
10.2021 - 05.2022
- Compiled all medical paperwork for patients, such as discharge instructions, medical aid documentation and aftercare guidelines. Monitored inventory levels of supplies needed by the department.
Transported patients from the emergency room to designated rooms for treatment and care. Managed the adequacy of medical supplies and reported defective equipment and machine to the maintenance for immediate repairs or replacements.Performed light housekeeping duties. - Conducted patient interviews to gather health history, vital signs and information about current medical issues.
Residential Counselor
The Children’s Study Home
01.2021 - 08.2021
- Provided 24-hour support and counseling services to minors with psychiatric, substance abuse, physical abuse and/or HIV-AIDS related disabilities
- Advocated for and responded to clients’ treatment and rehabilitation needs.
- Created a safe environment that promotes self-expression, respect, trustworthiness, responsibility, empathy, and acceptance among residents.
- Developed therapeutic relationships by providing emotional support and positive reinforcement to clients.
- Administered, coordinated or recommended disciplinary and corrective actions.
- Implemented behavioral interventions designed to modify or reduce problematic behaviors.
- Resolved conflicts by performing in-time crisis intervention and enforcing discipline and behavior metrics.
- Conferred with medical personnel to understand backgrounds and needs of residents.
- Led weekly meetings to address resident concerns and educate on changes to policies and procedures.
- Assisted residents with basic life skills such as cooking , hygiene, transport of clients to appointments & recreational
Customer Service Representative
Thing5
01.2016 - 01.2020
- Answered calls for traveling clients and assisted with scheduling travel and reservations for hotel stays.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Collected deposits or payments and arranged for billing.
Education
Some College (No Degree) - Certified Nursing Assistant
Glenmont Job Corps
High School Diploma -
Holyoke High School
Holyoke, MA01-2018
Skills
- De-Escalation Techniques
- Needs Assessment
- Quality Control
- Account Management
- Customer Service
- Customer Data Confidentiality
- Data Entry
- Call Center Operations
- Multi-Line Phone Systems
- Conflict Mediation
- Data Management
Presentation Skills
Microsoft Office
Microsoft Word
Microsoft PowerPoint
Microsoft Outlook
Customer Service
Computer Skills
Typing (10 years)
Call center
Microsoft Software (Microsoft Word
Microsoft PowerPoint
Microsoft Outlook & Excel)
Timeline
Retention Specialist
American Home Shield Corporation
02.2024 - Current
Customer Service Resolution Specialist
Walmart.com
07.2023 - 03.2024
Service Champion
Taco Bell
08.2022 - 10.2023
Emergency Department Clinical Assistant
Baystate Health
10.2021 - 05.2022
Residential Counselor
The Children’s Study Home
01.2021 - 08.2021
Customer Service Representative
Thing5
01.2016 - 01.2020
High School Diploma -
Holyoke High School
Some College (No Degree) - Certified Nursing Assistant
Glenmont Job Corps
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