Shelly shoupes
LaFollette
Summary
Dynamic customer service professional with a proven track record at Tennova Medical Center, excelling in conflict resolution and data accuracy. Skilled in enhancing patient satisfaction through effective communication and problem-solving. Adept at managing high-stress situations while maintaining professionalism, contributing to improved service delivery and loyalty.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Tennova Medical Center
02.2025 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted patients in navigating hospital services and procedures to enhance overall experience.
- Managed patient records using electronic health record (EHR) systems, ensuring data accuracy and confidentiality.
- Collaborated with medical staff to coordinate patient care and streamline service delivery processes.
- Trained new employees on customer service protocols and best practices for improving patient interactions.
- Implemented feedback mechanisms to identify areas for service improvement, enhancing patient satisfaction scores.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Reconciliation of daily payments
- Daily log of petty cash usage
- Reconciliation of bank deposit batch logs
Property Manager and Account Specialist
Smart Hospitality
11.2023 - 02.2025
- Managed daily operations of residential properties, ensuring tenant satisfaction and prompt issue resolution.
- Coordinated property maintenance schedules, optimizing service delivery and minimizing downtime for residents.
- Assisted in lease management, preparing documents and facilitating tenant onboarding processes.
- Maintained accurate records of property expenses and income, supporting budgetary compliance and financial reporting.
- Implemented resident communication strategies, fostering a collaborative community environment within properties.
- Collaborated with vendors to secure competitive pricing for maintenance services and repairs, improving cost efficiency.
- Supported marketing efforts by creating appealing property listings and managing online presence to attract prospective tenants.
- Conducted regular property inspections, identifying maintenance needs and enhancing overall property condition.
Assistant Teacher
Campbell County School District
08.2023 - 12.2023
- Assisted in developing and implementing lesson plans tailored to diverse learning needs.
- Supported classroom management by maintaining a positive and engaging learning environment.
- Collaborated with lead teachers to assess student progress and modify instructional strategies.
- Facilitated small group activities to enhance student understanding of core concepts.
Education
Certificate of Technical Studies - Computer And Information Systems
Tennessee College of Applied Technology
Jacksboro, TNHigh School Diploma - Computer Logistics
Campbell Co Comprehensive High
Jacksboro, TN05.2011
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing and reconciliation
- Professional telephone demeanor
- Scheduling
Timeline
Customer Service Representative
Tennova Medical Center
02.2025 - Current
Property Manager and Account Specialist
Smart Hospitality
11.2023 - 02.2025
Assistant Teacher
Campbell County School District
08.2023 - 12.2023
Certificate of Technical Studies - Computer And Information Systems
Tennessee College of Applied Technology
High School Diploma - Computer Logistics
Campbell Co Comprehensive High