Shonna Jackson
Millington
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Highly organized Client Service Representative possesses strong communication, problem-solving, and multitasking skills. Skilled in building strong relationships with clients and providing quality service.
Overview
29
29
years of professional experience
Work History
Client Service Representative
American Esoteric Laboratories
04.2003 - Current
- Provided exceptional support to clients, ensuring timely responses and resolution of inquiries.
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed scheduling and appointment coordination for laboratory services, enhancing client satisfaction.
- Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Assisted clients with navigating online platforms and tools, enhancing their overall experience with the company''s resources.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Collaborated with cross-functional teams to streamline communication processes between departments.
Patient Billing Representative
American Esoteric Laboratories
03.1997 - 04.2003
- Processed patient billing inquiries efficiently, ensuring high accuracy in financial transactions.
- Handled all matters related to billing, payments, medical insurance filing for doctors offices and other medical facilities.
- Reviewed and updated patient accounts to reflect accurate billing information and payment statuses.
- Collaborated with healthcare providers to gather necessary documentation for timely claim submissions.
- Managed sensitive patient data securely, adhering to HIPAA guidelines and maintaining strict confidentiality at all times.
Education
High School Diploma -
Delta C-7 High School
Deering, MoSkills
- Customer support
- Computer skills
- Calm and professional under pressure
- Issue and complaint resolution
- Professional telephone demeanor
- Follow-up skills
- Problem resolution
- De-escalation techniques
- Service standard compliance
- Customer focus
- Call center experience
- Complaint handling
Timeline
Client Service Representative
American Esoteric Laboratories
04.2003 - Current
Patient Billing Representative
American Esoteric Laboratories
03.1997 - 04.2003
High School Diploma -
Delta C-7 High School
Client Service Representative of the Year 2025
Received award for top Client Service Representative for the year of 2025 from among 20 client service representatives for consistently exceeding the service level of client retention, customer satisfaction problem solving and being a dedicated service representative.