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Shanna Osborn
Layton,UT
Summary
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Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
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Maintain high-volume medical office environments by efficiently coordinating files, appointments and other patient needs.
Overview
7
7
years of professional experience
Work History
Intake Coordinator
Aspire Counseling Network
Layton, Utah
05.2022 - Current
- Supported office staff and operational requirements with administrative tasks.
- Collected, verified, recorded and processed client demographics, insurance payments and referral information.
- Enhanced office productivity by handling high volume of callers per day.
Virtual Leasing Agent
Entrata
Lehi, UT
06.2018 - 10.2021
- Served as the main point of contact for apartment communities throughout the US when the onsite staff was not available.
- Duties included managing work orders for current Residents, handle complaints, work with the on-site manager if needed.
- Assisted many types of callers, some who are looking for a new home and other callers who are current or past residents.
- Explained the benefits of living at the community as well as the requirements to become a future resident while building rapport and creating a sense of urgency.
- Scheduled appointments to tour a model home in person or the option to tour virtually if desired.
Senior account representative/Web Support
AAA NCNU Northern California, Utah & Nevada
Clearfield, Ut
09.2015 - 05.2016
- Resolved issues/complaints for companies website and Customer service issues
- Provided training and assistance for new employees
- Served as a research and subject matter expert
- Responded to Members email questions and complaints
- Worked with our web developers to fix and manage website issues
- Researched and resolved complex and sensitive service issues.
Chat Representative
The Home Depot Contact Center
Ogden, UT
03.2014 - 08.2015
- Corresponded with customers via email and online chat to quickly assess customer needs and proactively provide solutions
- Provide superior customer service while handling incoming chat messages for order placement, account resolution and website navigation
- Answer questions pertaining to policy and product inquiry and document details in our CRM
Receptionist
Fairfield Veterinary Hospital
Layton, UT
08.2011 - 01.2013
- Answered and directed incoming calls, scheduled appointments and greeted clients
- Experience with Microsoft Word, Excel, Fax, Copier and Scanner
- Handled all of hospitals shipments through UPS and Fedex
- Created and managed hospital records, client invoice preparation and collection
- Responsible for account receivables, closing the office and nightly deposit, balancing the credit card machine and cash drawer daily
- Resolved customer problems and complaints.
Education
Bachelor of Science -
Weber State University
Ogden, UTHigh School Diploma - undefined
Bonnevile High School
1993
Skills
- Upbeat and Positive Personality
- Data Entry and Maintenance
- Building Customer Trust and Loyalty
- Efficient and Detail-Oriented
- Calm and Professional Under Pressure
- Strong Analytical and Problem-Solving Skills
- Microsoft Office
- Microsoft Internet Explorer
- Microsoft Excel
- Microsoft Outlook
- Collecting Intake Information
- Clerical Support
- Intake Assessment
- Teamwork and Collaboration
- Multi-Line Phone Systems
Timeline
Intake Coordinator
Aspire Counseling Network
05.2022 - Current
Virtual Leasing Agent
Entrata
06.2018 - 10.2021
Senior account representative/Web Support
AAA NCNU Northern California, Utah & Nevada
09.2015 - 05.2016
Chat Representative
The Home Depot Contact Center
03.2014 - 08.2015
Receptionist
Fairfield Veterinary Hospital
08.2011 - 01.2013
Bachelor of Science -
Weber State University
High School Diploma - undefined
Bonnevile High School