Shannell Lacy
Little Rock
Summary
Dynamic professional with extensive experience in customer service and operations coordination, notably at Prism Medical Products, LLC. Excelled in call queue management and escalation handling, enhancing patient satisfaction and operational efficiency. Demonstrated expertise in data analysis and performance monitoring, significantly improving service delivery. Skilled in fostering team collaboration and resolving complex billing issues, showcasing exceptional problem-solving abilities.
Overview
23
23
years of professional experience
Work History
Client Operations Coordinator
Prism Medical Products, LLC
Little Rock
08.2021 - Current
- Supervise the daily operations of customer service representatives.
- Delegated work to staff, setting priorities and goals.
- Developed plans for team growth and identified areas of improvement.
- Assisted in creating a motivational atmosphere that encouraged team growth and promotion within the organization.
- Monitored team performance and provided constructive feedback to promote growth.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
Clinic Service Representative
Advanced Tissue
Little Rock
09.2008 - 08.2021
- Phoned patients regarding wound care supplies
- Received inbound and placed outbound calls to approximately 800 patients monthly regarding various issues pertaining to patient customer service needs
- Processed and shipped orders of wound care supplies to patients monthly
Customer Service Rep III
Entergy Arkansas
08.2003 - 09.2008
- Assisted the Arkansas Supplemental Desk as the team lead.
- Assisted employees with service initiation requests and escalated calls from disgruntled customers.
- Served as Team Lead to assist coworkers with customer complaints and complex billing issues.
- Assisted the lead trainer as a coach in the new employee training class.
- Served on the Arkansas Escalation Team, assisting employees with disgruntled customers and escalated calls.
Customer Service Representative
Aura Entergy (Temporary Agency)
01.2003 - 08.2003
- Resolved billing issues for customers in all jurisdictions excluding Texas
- Processed and negotiated payment arrangements for residential account for all jurisdictions excluding Texas
Financial Services Representative
Alltel Communication
01.2002 - 01.2003
- Assisted customers with billing issues
- Negotiated and processed customer payments for service reconnection
Education
High School Diploma -
Hampton High School
Hampton, AR05.1997
Skills
- Call queue management
- Customer service
- Report generation
- Escalation handling
- Performance monitoring
- Data analysis
- Team leadership
- Employee training
- Regulatory compliance
- Conflict resolution
- Client relationship management
- Communication skills
- Problem solving
- Project management
- KPI tracking
- Attention to detail
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Client Operations Coordinator
Prism Medical Products, LLC
08.2021 - Current
Clinic Service Representative
Advanced Tissue
09.2008 - 08.2021
Customer Service Rep III
Entergy Arkansas
08.2003 - 09.2008
Customer Service Representative
Aura Entergy (Temporary Agency)
01.2003 - 08.2003
Financial Services Representative
Alltel Communication
01.2002 - 01.2003
High School Diploma -
Hampton High School
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