Shamika Pledger
Monroe
Summary
Customer service oriented professional with strong leadership skills. Able to facilitate efficient workflows and communicate effectively with co-workers, patients, and staff. Follow policies, procedures, and guidelines to ensure consistent quality. Maintain and safeguard patient privacy and confidentiality.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
IMAGENETT LLC
01.2025 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Trained new staff on customer service protocols and company policies to enhance team performance.
- Managed customer accounts, ensuring accurate information and timely updates on services.
- Developed and implemented strategies to improve response times for handling customer complaints.
Instacart Shopper
Instacart Shoppers
12.2020 - Current
- Worked productively with customers to meet order requirements and service expectations.
- Assisted customers with special requests by locating hard-to-find items or making appropriate substitutions.
- Managed time effectively to complete multiple orders within tight deadlines, maximizing productivity and earnings.
- Increased customer satisfaction by providing timely and efficient grocery shopping services.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Followed orders precisely for correct items, sizes and quantities.
- Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
- Delivered items to customers on desired schedules by managing time efficiently and planning effective routes.
Customer Care Representative
Teleperformance USA
09.2021 - 04.2022
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Proven ability to learn quickly and adapt to new situations.
- Self-motivated, with a strong sense of personal responsibility.
Deli Manager
Ingles Markets Inc
04.2008 - 10.2019
- Monitored food inventory and supplies to prevent waste.
- Enhanced customer satisfaction by maintaining high-quality standards for deli products and services.
- Trained new hires in food handling and safety protocols to boost knowledge and performance.
- Trained new team members on deli procedures, ensuring consistency in product quality and service levels.
- Streamlined deli operations through effective scheduling, inventory management, and staff training.
- Ensured a safe work environment by enforcing strict adherence to health and safety regulations.
- Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
- Controlled inventory costs by carefully managing portion control and reducing waste.
- Trained, supervised and evaluated deli staff to align compliance with health and safety regulations.
- Scheduled and rotated staff for adequate coverage and fair distribution of workload.
- Reduced food waste by closely monitoring product freshness and implementing proper rotation practices.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Education
Associate of Science - Healthcare Management
Ultimate Medical Academy
11-2021
Skills
- High Academic Honors Recognition / Dean's List / Honor Roll
- Adapt to new challenges and ideas and able to develop rapport with diverse populations
- Motivate to create a collaborative and respectful environment
- Manage time and priorities in multi-task environments
- Communication Platforms - Zoom and MS Teams
- Microsoft Office Applications - Word, Excel, Outlook, and PowerPoint
- Customer service
- Active listening
- Critical thinking
- Data entry
Key Qualifications
Human Resource Management - Organizational Improvements - Business Operations- Healthcare Ethics- HIPPAA Compliance- Accounting- Payroll- Appointment Scheduling- Medical Terminology- Insurance Verification- CMS1500- Insurance Claim Cycle- Health Records Management- Electronic Health Records (EHR)- Electronic Medical Records (EMR)- Processing Co-Payments- UB-04- Medical Records Management- Insurance Billing Procedures- Interpersonal Professional Communications- Practice Structure- Leadership & Management- Medical Administrative Procedures
Timeline
Customer Service Representative
IMAGENETT LLC
01.2025 - Current
Customer Care Representative
Teleperformance USA
09.2021 - 04.2022
Instacart Shopper
Instacart Shoppers
12.2020 - Current
Deli Manager
Ingles Markets Inc
04.2008 - 10.2019
Associate of Science - Healthcare Management
Ultimate Medical Academy
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