SHATELA HAYNES
Chicago
Summary
Provided exceptional customer service for over 18 years. Assisted patients by ensuring their needs were met in a timely manner. Pursued opportunities in sterile processing to foster personal and professional growth.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
2026
2026
years of professional experience
Work History
Sterile Processing Technician
Advocate Aurora Health
Park Ridge, IL
2025 - Current
- Operated sterilization equipment to ensure compliance with safety and quality standards.
- Conducted thorough inspections of surgical instruments for cleanliness and functionality.
- Enhanced patient safety by ensuring proper sterilization and packaging of medical equipment.
- Decontaminated surgical instruments to remove bacteria and other contaminants before sterilization.
- Ensured timely availability of surgical instruments by prioritizing urgent requests and efficiently managing workload.
- Ensured strict adherence to regulatory guidelines during decontamination processes, mitigating risks associated with improper handling of biohazardous materials.
- Reduced risk of infections by maintaining a clean and sterile environment within the processing area.
TEAM LEAD
Sam's Club
Chicago
04.2021 - 07.2025
- Lead team to elevate customer satisfaction, enhancing service quality and retention.
- Boosted sales by promoting key products, driving significant revenue growth.
- Strengthened customer loyalty through increased credit card enrollments.
- Managed tasks efficiently under pressure, ensuring smooth operations.
- Analyzed metrics to resolve workflow issues, improving departmental efficiency.
- Facilitated team meetings to discuss goals, challenges, and performance improvements.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Trained new staff in relevant processes and procedures.
- Resolved escalated customer complaints or queries promptly and efficiently.
SCHEDULING REPRESENTATIVE-CALL CENTER
Advocate Medical Group
Chicago
02.2019 - 04.2021
- Handled 80-150 calls daily, enhancing team efficiency and patient satisfaction.
- Facilitated communication, linking patients with suitable healthcare providers.
- Streamlined Epic registration and record updates, boosting data accuracy.
- Verified insurance details, minimizing billing errors and improving patient experience.
- Monitored appointment trends to anticipate high-demand periods, enabling proactive scheduling adjustments and reduced patient wait times.
- Contract/Position
- Managed appointment scheduling for multiple providers, optimizing patient flow and resource allocation.
- Coordinated communication between patients and medical staff to ensure clarity of information and services.
- Provided exceptional customer service while addressing inquiries related to appointments, rescheduling requests, or general information on services offered.
CUSTOMER SERVICE REPRESENTATIVE-CALL CENTER
Direct Energy
Buffalo Grove
05.2014 - 01.2019
- Managed 60-100 daily calls, ensuring prompt service and precise client record updates.
- Resolved inquiries and directed calls to boost resource efficiency.
- Escalated complex issues for swift resolution, enhancing customer satisfaction.
- Partnered with team members to streamline call routing processes, resulting in smoother handoffs and enhanced workflow.
- Maintained precise documentation of client interactions, supporting consistent service and facilitating issue resolution.
PATIENT SERVICE REPRESENTATIVE
Columbus Park Nursing Home
Chicago
09.2005 - 05.2014
- Welcomed patients, ensuring a friendly atmosphere in a 200-bed facility.
- Optimized call management, improving communication speed and accuracy.
- Coordinated appointments, boosting patient satisfaction and care efficiency.
- Handled records, streamlining administrative operations.
- Adapted to shifting priorities, maintaining workflow consistency.
- Partnered with nursing staff to coordinate patient transport, ensuring timely transitions and supporting overall care efficiency.
Education
CRCST CERTIFICATE - undefined
SteriCentral Vocational School
Chicago07.2025
GENERAL EDUCATION DIPLOMA - undefined
City Colleges of Chicago-Wilbur Wright College
Chicago02.2021
Skills
- Demonstrated analytical thinking skills to evaluate complex problems and develop effective solutions
- Assisted customers with inquiries and issues to enhance satisfaction Provided support in resolving product-related concerns Facilitated communication between customers and service teams
- Navigated interactions with government and regulatory agencies to ensure compliance
- Applied asepsis principles to ensure sterile environments
- Directed team operations to enhance collaboration and productivity
- Utilized three-step method to ensure thorough cleaning of instruments
- Demonstrated adaptability and resilience in dynamic environments
- Collaborated effectively with team members to achieve common goals
- Facilitated conflict resolution processes to enhance team collaboration
- Demonstrated leadership in managing diverse teams to achieve organizational goals
- Facilitated impactful oral communication to enhance team collaboration
- Crafted clear and impactful written communications to enhance stakeholder engagement
Clinical Training
- Alexian Brother's Hospital
- 05/2024 -07/2025
Timeline
TEAM LEAD
Sam's Club
04.2021 - 07.2025
SCHEDULING REPRESENTATIVE-CALL CENTER
Advocate Medical Group
02.2019 - 04.2021
CUSTOMER SERVICE REPRESENTATIVE-CALL CENTER
Direct Energy
05.2014 - 01.2019
PATIENT SERVICE REPRESENTATIVE
Columbus Park Nursing Home
09.2005 - 05.2014
CRCST CERTIFICATE - undefined
SteriCentral Vocational School
GENERAL EDUCATION DIPLOMA - undefined
City Colleges of Chicago-Wilbur Wright College
Sterile Processing Technician
Advocate Aurora Health
2025 - Current