Shaina Lawson
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
Work History
Patient Experience Coordinator
Athletico
05.2023 - Current
- Improved patient satisfaction by addressing concerns promptly and efficiently.
- Enhanced staff awareness of patient needs through targeted training programs and workshops.
- Championed initiatives that recognized exceptional staff performance in providing outstanding patient experiences.
- Assisted with designing interventions that addressed identified barriers to positive patient experiences.
-
- Patient experience coordinator • Full-time
- Customer Experience Specialist
- Communication skills
- Data entry
- Insurance verification
- Revenue tracking/paymets
- Skillful multitasking•
- Task prioritization
- Established rapport with teams/ patients. Highly rated on google review
- Expert in Nextgen software
- Experience with limber database
- Experience in kno2 database
- Administrative support
Customer Experience Specialist
Sleep Inn Hotel
08.2022 - 10.2023
- Cooperated closely with other departments to support achievement of customer experience outcomes.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Cross-trained and backed up other customer service managers.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates BY 30%
- Implemented and developed customer service training processes.
- Trained staff on operating procedures and company services.
Sales Representative
Torrid
09.2021 - 10.2022
- Maintained current knowledge of evolving changes in marketplace.
- Negotiated prices, terms of sales and service agreements.
- Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Contributed to event marketing, sales and brand promotion.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Trained new employees on customer service, money handling and organizing strategies.
- Set and achieved company defined sales goals.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
Private Tutor
Self-employed
09.2020 - 07.2021
- Kept and reviewed academic records for students to determine areas to cover in tutoring sessions.
- Reviewed materials for student classes to enhance learning and used unique ways to reinforce program materials.
- Arranged tutoring environment to support optimal learning.
- Responded to email and telephone requests to provide students with specific information.
- Enabled underachieving students to reach target attainment levels by providing individualized coaching and activities.
- Offered one-on-one and small group instruction to foster opportunities for flexible and differentiated learning.
- Generated handouts and learning materials to enhance education.
- Leveraged technology and visual aids to engage students and enhance learning.
- Created tailored lesson plans and study guides to teach and assist students in area of study.
- Maintained tutoring records to adjust instruction and update parents on student progress.
- Provided educational services to local families during Covid-19.
- Aided in virtual learning
Logistics Coordinator
Harris Teeter
08.2020 - 05.2021
- Analyzed customer requirements and provided customized logistics solutions.
- Monitored inbound and outbound operations to establish timely delivery of packages.
- Liaised with internal and external stakeholders to facilitate smooth operations.
- Performed regular audits and assessments of logistics processes to identify weaknesses, improve supply chain operations and minimize waste.
- Strategized best methods and tactics for efficient storage and handling of materials.
- Built and established relationships with staff and vendors.
- Maintained excellent working relationships with customers by efficiently responding to inquiries and complaints.
Director
KidsCo
07.2014 - 08.2020
- Conducted meetings with staff to discuss production progress and to attain production objectives.
- Directed live broadcasts, films and recordings or non-broadcast programming for public entertainment or education.
- Crafted plan for breaking news events and trained and prepared entire staff on how to handle such scenarios.
- Oversaw supply chain functions to verify inventory levels and budget adherence.
- Booked guests for on-air interviews and assigned stories to reporters to manage coverage and schedule needs.
- Remained highly composed and calm in very fast-paced, stressful and constantly changing environments to provide optimal leadership and achieve desired results.
- Participated in meetings with producers and production crew to keep program in step with creative vision.
- Observed tight deadlines and strict budgetary controls to avoid waste and streamline costs.
- Developed schedules for production, editing, and duplication for timely delivery.
- Monitored expenditures to mitigate risk of overages.
Educator
KinderCare Learning Centers
07.2012 - 06.2014
- Prepared quizzes, tests and examinations to gauge how well students were learning.
- Participated in department meetings to provide input to colleagues about student achievement and improvement.
- Built relationships and communicated with parents to provide best learning environment for children.
- Worked with staff members and teachers to design comprehensive and individualized plans to optimize student education.
- Met with students, parents and administrators to address and resolve students' behavioral and academic issues.
- Boosted cultural awareness by incorporating children's literature from world cultures.
- Developed and implemented useful behavior management strategies to instill discipline and compliance with conduct code.
- Scheduled conferences with parents to discuss students' progress and classroom behavior.
- Helped students explore concepts with engaging, learning-focused activities.
- Created and developed lesson plans to meet students' academic needs.
- Collaborated with colleagues to develop and revise curriculum, enhancing learning experience.
- Utilized innovative teaching strategies to effectively engage students in learning.
- Fostered student curiosity and interest through creative hands-on activities.
- Chose materials and developed lesson plans to enhance skills for individual students.
Education
Education
Montgomery College
Germantown, MDCybersecurity
My Computer Career
08.2023
Sales Engineer
Carreerist
2023
Seneca Valley High School
Germantown, MD06.2011
Skills
- Complex Product Knowledge
- Providing Feedback
- Invoice Preparation and Processing
- Customer Relationship Management
- Upselling & prospecting
- Customer service
- Negotiation & communication
- Leadership
- Creative thinking & problem solving
- Medication administration
- Documentation
- Training & development
Timeline
Patient Experience Coordinator
Athletico
05.2023 - Current
Customer Experience Specialist
Sleep Inn Hotel
08.2022 - 10.2023
Sales Representative
Torrid
09.2021 - 10.2022
Private Tutor
Self-employed
09.2020 - 07.2021
Logistics Coordinator
Harris Teeter
08.2020 - 05.2021
Director
KidsCo
07.2014 - 08.2020
Educator
KinderCare Learning Centers
07.2012 - 06.2014
Education
Montgomery College
Cybersecurity
My Computer Career
Sales Engineer
Carreerist
Seneca Valley High School
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