Summary
Overview
Work History
Education
Skills
Timeline
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SHANNON MURPHY

District Heights

Summary

Experienced and detail-oriented Customer-focused professional with over 5 years of proven success in call center operations, data entry, appointment scheduling, and billing support in managing high-volume inbound/outbound calls, CRM navigation, and quality assurance tasks. Strong multitasker with demonstrated ability to work independently in fast-paced environments while maintaining customer satisfaction. HIPAA-compliant with a background in healthcare, transportation, and government services.

Overview

8
8
years of professional experience

Work History

REMOTE CUSTOMER SERVICE REPRESENTATIVE

FEMA
01.2020 - 05.2025
  • Responded to 75+ customer inquiries daily, providing assistance via phone and email with empathy and clarity.
  • Resolved issues related to disaster relief eligibility, technical system errors, and application navigation.
  • Fostered a culture of collaboration and excellence within the remote team, actively participating in cross-functional initiatives and knowledge-sharing endeavors.

CUSTOMER SERVICE REPRESENTATIVE

Kaiser Permanente
08.2019 - 12.2019
  • Resolved over 1000+ member inquiries monthly related to billing, eligibility, and scheduling—maintaining an average first-call resolution rate of 90%.
  • Scheduled patient appointments for primary care, specialty visits, and procedures using internal systems such as Epic or HealthConnect.
  • Played a key role in decreasing average call handle time by 15% through proactive issue identification and efficient call flow.
  • Maintained patient confidentiality and compliance with HIPAA standards during all interactions.
  • Frequently recognized for quality assurance accuracy during weekly call audits (avg. QA score: 95%+).

CALL CENTER REPRESENTATIVE

Passport BMW
06.2017 - 07.2019
  • Handled a high volume of inbound and outbound calls scheduling service appointments while managing CRM entries and Excel tracking.
  • Utilized conflict resolution techniques to turn negative experiences into positive outcomes.
  • Maintained service satisfaction scores above 95% through clear, prompt, and organized communication.

Education

High School Diploma -

Continental Academy
Miramar, FL
05.2011

Skills

  • Effective communication
  • Active listening
  • Conflict resolution
  • Detail orientation
  • Data entry
  • Technical proficiency
  • Problem solving
  • Customer service
  • Interpersonal skills
  • Microsoft Office suite
  • Documentation management
  • CRM systems management
  • Multi-tasking ability
  • Time management
  • Appointment scheduling
  • Conflict management strategies
  • Call center operations expertise
  • Quality assurance practices
  • Multi-line phone handling
  • Medical terminology knowledge
  • Inbound and outbound calling

Timeline

REMOTE CUSTOMER SERVICE REPRESENTATIVE

FEMA
01.2020 - 05.2025

CUSTOMER SERVICE REPRESENTATIVE

Kaiser Permanente
08.2019 - 12.2019

CALL CENTER REPRESENTATIVE

Passport BMW
06.2017 - 07.2019

High School Diploma -

Continental Academy

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SHANNON MURPHY