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
2022.03 - 2025.03
- 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
2024.03 - 2024.12
- 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
2022.07 - 2024.02
- 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
2020.06 - 2024.01
- 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
2017.03 - 2020.05
- 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
2011.06 - 2015.10
- 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, VA2023-09
High School Diploma -
Lake Forest Highschool
Felton, DE2009-06
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
2024.03 - 2024.12
Personal Care Assistant
Brookside medical facility
2022.07 - 2024.02
Driver
Lyft And Uber
2022.03 - 2025.03
Customer Service Representative
IBEX Global
2020.06 - 2024.01
Call Center Helpline Specialist
First Choice Services
2017.03 - 2020.05
Administrative Assistant
KCRF
2011.06 - 2015.10
Associate of Arts - Business Administration And Management
Strayer University
High School Diploma -
Lake Forest Highschool