Shanelle Cunningham
@shanellecunningham
I am a customer service professional delivering efficient patient-focused support and operational improvements.
JamaicaWhat I'm looking for
I am a dedicated customer service professional with 5+ years of experience across healthcare and contact center environments, focused on delivering exceptional guest and patient experiences. I bring strong administrative support, escalation management, and teamwork skills to fast-paced settings.
In clinical roles I managed patient records and medical coding, improving timely care delivery by 20% and reimbursement efficiency by 15%. In call and service roles I optimized switchboard routing to cut wait times and improved ambulance response times, while boosting customer satisfaction and retention with data-driven follow-ups.
I am proficient with MS Office, EHR updates, CRM systems, scheduling, and multitasking under pressure, and I hold hospitality and guest-service certifications. I am flexible with shifts and eager to apply my attention to detail and collaborative approach to improve operations and customer outcomes.
Experience
Work history, roles, and key accomplishments
Medical Records Technician
Cornwall Regional Hospital
Sep 2023 - Present (2 years)
Managed patient records to improve timely access to care by 20% and increased reimbursement efficiency 15% through accurate medical coding; coordinated EHR updates to enhance interdepartmental communication.
Telephone Operator
Cornwall Regional Hospital
Feb 2020 - Sep 2023 (3 years 7 months)
Optimized switchboard routing to reduce call wait times by 15%, managed ~150 calls daily, and accelerated ambulance response times by 10% through improved coordination with medical teams.
Customer Service Sales Agent
Teleperformance
Jul 2019 - Apr 2020 (9 months)
Processed 100+ customer inquiries daily with 98% accuracy, boosted customer satisfaction 20%, and exceeded sales targets by 15% through empathetic service and tailored booking management.
Retention Specialist
Nice Global
Nov 2018 - Mar 2019 (4 months)
Implemented data-driven retention strategies across chat and email that increased customer retention 25% and improved satisfaction 15% through proactive follow-ups and engagement analysis.
Customer Service Agent
Collective Solution
Sep 2017 - Nov 2018 (1 year 2 months)
Resolved 90% of customer issues on first contact, guided 100+ customers daily with a 95% satisfaction rate, and contributed to a 10% improvement in website usability feedback.
Education
Degrees, certifications, and relevant coursework
The National Council on Technical and Vocational Education and Training (NCTVET)
Certificate (Level 1), Food and Beverage / Restaurant Management
Completed Hospitality Team Member in Food and Beverage Restaurant Management Services Level 1 certification from NCTVET in January 2023.
Jamaica Centre of Tourism Innovation
Certificate, Hospitality
Completed Hospitality Team Member certification from the Jamaica Centre of Tourism Innovation in November 2022.
American Hotel & Lodging Association
Certificate, Hospitality
Completed Guest Service Professional certification from the American Hotel & Lodging Association in November 2022.
Green Pond High
High School Diploma, Secondary Education
High School Diploma awarded June 2017 from Green Pond High in St. James, Jamaica.
Tech stack
Software and tools used professionally
Availability
Location
JamaicaAuthorized to work in
Job categories
Skills
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