Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
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Shenira Bailey

Dover

Summary

Dynamic professional with extensive experience in customer service and support at Aetna, CVS Health. Proven conflict resolution and client satisfaction enhancement through effective communication and problem-solving. Recognized for process optimization and exceptional service delivery, consistently achieving high-quality standards in fast-paced environments. Strong active listening skills utilized to educate customers as needed.

Overview

14
14
years of professional experience

Work History

Driver

Lyft And Uber
Hartford
03.2022 - 03.2025
  • Ensured adherence to company policies regarding driver conduct on the road.
  • Communicated with Uber support staff to resolve trip-related issues promptly.
  • Greeted passengers while providing safe, comfortable transportation to destinations.
  • Monitored traffic conditions to optimize routes for efficiency.

Healthcare Concierge

Aetna, a CVS Health
Hartford
03.2024 - 12.2024
  • Managed incoming client calls, ensuring efficient and accurate handling of requests.
  • Resolved customer complaints efficiently, achieving satisfactory outcomes.
  • Promptly identified customer needs to enhance service delivery.
  • Utilized various software tools to streamline processes and optimize performance.

Personal Care Assistant

Brookside medical facility
Hurricane
07.2022 - 02.2024
  • Assisted clients with daily living activities, including bathing, dressing, grooming, and toileting.
  • Prepared meals according to dietary requirements while providing feeding assistance as needed.
  • Encouraged client independence by facilitating development of self-care skills, such as meal preparation and personal hygiene.
  • Monitored patient environment to ensure safety and responded promptly to emergencies.

Customer Service Representative

IBEX Global
Charleston
06.2020 - 01.2024
  • Answered customer inquiries through phone, email, and chat to ensure prompt support.
  • Maintained professionalism when addressing challenging customer situations.
  • Collaborated with departments to resolve complex issues and deliver effective solutions.
  • Documented customer interactions, transactions, and feedback for future reference.

Call Center Helpline Specialist

First Choice Services
Charleston
03.2017 - 05.2020
  • Delivered customer service and technical support via telephone for product, service, and account inquiries.
  • Participated in training sessions to enhance technical knowledge and communication skills.
  • Managed high volumes of incoming calls while adhering to company quality standards.

Administrative Assistant

KCRF
South Charleston
06.2011 - 10.2015
  • Monitored office supplies inventory to ensure optimal stock levels.
  • Facilitated interdepartmental communication to enhance collaboration and efficiency.
  • Organized filing systems for physical and electronic documents, ensuring accuracy and confidentiality.
  • Coordinated mailings by sorting correspondence and preparing packages for shipping.

Education

Associate of Arts - Business Administration And Management

Strayer University
Alexandria, VA
09-2023

High School Diploma -

Lake Forest Highschool
Felton, DE
06-2009

Skills

  • Customer service and support
  • Conflict resolution strategies
  • Time management techniques
  • Communication skills
  • Problem solving abilities
  • Call handling expertise
  • Business management

Accomplishments

  • Honor Roll at Strayer University 3 times in a row each semester.

References

References available upon request.

Timeline

Healthcare Concierge

Aetna, a CVS Health
03.2024 - 12.2024

Personal Care Assistant

Brookside medical facility
07.2022 - 02.2024

Driver

Lyft And Uber
03.2022 - 03.2025

Customer Service Representative

IBEX Global
06.2020 - 01.2024

Call Center Helpline Specialist

First Choice Services
03.2017 - 05.2020

Administrative Assistant

KCRF
06.2011 - 10.2015

Associate of Arts - Business Administration And Management

Strayer University

High School Diploma -

Lake Forest Highschool

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