Keysha J.

Experience

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  Massachusetts General Hospital

  Jan 2012 - Jan 2017

  Youth Scholar Intern

  During my five years in the MGH Youth Scholars Program, I had the opportunity to explore healthcare careers and gain hands-on experience in a real-world medical setting. I participated in workshops, career exploration activities, and internships that helped me develop skills and confidence for pursuing higher education and a career in healthcare. I also worked closely with mentors and healthcare professionals, learning about different medical fields and gaining valuable insights. This experience inspired me to continue my education and pursue a career in medicine, while also helping me build connections within the healthcare community. Show less

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  Harvard Medical School Master of Science in Media, Medicine, and Health

  Jan 2013 - Jan 2015

  MedScience Program Intern

  During my time in the Harvard Medical School MedScience Program, I gained invaluable experience in a fast-paced, hands-on medical learning environment. I collaborated with multidisciplinary teams to design and implement realistic clinical scenarios, helping participants develop critical thinking, decision-making, and teamwork skills under pressure. This opportunity enhanced my ability to manage complex projects, improve educational outcomes, and contribute to the advancement of medical training techniques, all while fostering a deep understanding of healthcare delivery and patient care. Show less

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  EYE SERVICES CONSULTANTS PC

  Oct 2018 - May 2021

  Customer Success Specialist

  • Assisted staff with resolving complex customer issues, implementing targeted solutions to improve client satisfaction.• Cross-trained in multiple departments to process customer service requests via phone, email, or live chat as needed, ensuring consistent support across channels.• Documented customer correspondence in CRM to track requests, problems, and solutions, ensuring accurate and comprehensive records.• Diagnosed customer needs and proactively educated them on the features and benefits of company products and services, enhancing user experience.• Guided customers through troubleshooting, navigating the company website/mobile app, or using products/services with digital tools to ensure seamless interactions.• Provided confirmations, answered questions, and offered general information, contributing to positive customer experiences and successful outcomes. Show less

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  Boston Medical Center (BMC)

  Jul 2021 - Oct 2023

  Data Entry/Account Administrative Representative

  • Entered and validated data in company databases, ensuring the accuracy of critical patient and organizational information.• Performed administrative tasks and supported the execution of business solutions to streamline operations.• Used and analyzed data from automated information aggregators to update and maintain accurate records.• Generated detailed data reports, entered findings into the database, and performed regular system backups to safeguard information.• Audited and resolved discrepancies in patient account and billing data, ensuring compliance with policies and regulatory standards.• Collaborated with cross-functional teams to support data entry and administrative needs across departments, switching promptly to new projects as required.• Assisted in creating and managing schedules, organizing records, and supporting department-wide administrative operations. Show less

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  Working America

  Jan 2024 - now

  Administrative Support Specialist

  • Supervised and coached a remote team of customer service representatives, providing training, performance evaluations, and actionable feedback to achieve organizational goals.• Cross-trained in multiple departments to understand company needs, improve workflows, and train new employees effectively.• Customized CRM systems, including Salesforce, using tools such as workflows and triggers to optimize customer interaction tracking and streamline processes.• Noted customer correspondence in CRM to document requests, problems, and solutions, ensuring a comprehensive record of interactions.• Audited internal data and processes, identifying opportunities to improve business performance and recommending metrics and models based on observed trends.• Analyzed and implemented updates to Salesforce software, ensuring it met evolving business needs and strategies.• Monitored and managed team performance metrics, ensuring compliance with service level agreements (SLAs) and customer satisfaction goals.• Processed customer service requests via phone and email support, ensuring timely and accurate issue resolution.• Analyzed and implemented updates to Salesforce software, ensuring it met evolving business needs and strategies.• Collaborated with internal teams to understand business requirements, align strategies, and enhance service delivery. Show less