Celia Shelbon
Monroe
Summary
Detail-oriented and highly organized professional with over 13 years of experience in customer service, administrative coordination, and technical support, including Medicaid-related processes, financial documentation, and high-volume data entry. Skilled in remote work, compliance, and confidential data handling, with proven ability to manage complex workflows, improve processes, and maintain accuracy in fast-paced, regulated environments. Proficient in CRM platforms, EMR systems, Microsoft Office Suite, and 10-key data entry.
Overview
13
13
years of professional experience
Work History
Customer Care Representative II
Robert Half - Staffing Agency
04.2025 - 08.2025
- Coordinated scheduling, change orders, and project documentation, serving as primary customer contact
- Performed high-volume, accurate data entry using 10-key proficiency
- Managed payment processing, collections, and dispute resolution
- Indexed, corrected, and maintained customer, compliance, and project records
- Supported new hires via Microsoft Teams chat and provided training on company systems
- Collaborated with internal teams to resolve complex inquiries and escalations
IT Technical Support
Concentrix
01.2025 - 03.2025
- Provided hardware, software, and network support, ensuring minimal downtime
- Performed accurate data entry using 10-key proficiency for service tickets and customer records
- Assisted with system installations, upgrades, and configurations
- Utilized CRM platforms (Salesforce, Zendesk, CORE) to document and track cases
- Maintained confidentiality while working independently in a remote environment
Customer Service Advisor
Conduent
07.2024 - 12.2024
- Provided expert support for Apple devices, troubleshooting hardware, software, and connectivity issues
- Handled high-volume calls, emails, and chats, delivering timely resolutions
- Performed accurate, high-volume data entry using 10-key proficiency for service tickets and customer records
- Assisted with payment-related inquiries and transactions, ensuring accuracy and compliance
- Utilized Salesforce and Zendesk to document interactions and maintain data integrity
- Maintained confidential customer and account information
Customer Service Representative/Call Center
HotelPlanner
02.2022 - 08.2024
- Handled high-volume customer inquiries and hotel reservations via chat
- Performed accurate data entry of reservations and customer interactions
- Processed payments securely and resolved system issues
- Processed payments securely and resolved system issues
- Maintained accuracy, data integrity, and attention to detail in a remote environment
Customer Service - Patient Care Rep
Ttec-Call Center
05.2023 - 07.2024
- Provided high-volume patient support in a remote call center (80+ calls/day)
- Confirmed insurance coverage, benefits, and eligibility through payer portals and providers
- Performed accurate data entry of patient records and authorizations in EMR systems
- Assisted with claims processing, prior authorizations, and administrative tasks
- Collaborated with providers and billing teams to resolve discrepancies and ensure timely claims submission
- Maintained confidentiality and compliance with payer guidelines
Administrative Coordinator 3/4
Louisiana Dept. of Children & Family Services - Economic Stability
04.2018 - 05.2023
- Managed high-volume data entry and document processing using electronic databases, ensuring accuracy, compliance, and efficiency
- Processed Medicaid and Medicare applications, guiding clients through eligibility, benefits, and required documentation while collaborating with caseworkers
- Supported clients through all stages of state benefits programs (SNAP, FITAP, TANF, Child Care, Kinship), providing education on maintaining eligibility
- Issued and managed EBT and other benefit cards, delivering support via phone, digital, and in-person channels
- Maintained accurate, confidential client and employee records in HRIS and case management systems
- Assisted with employee onboarding, benefits enrollment, payroll, and attendance tracking
- Coordinated training sessions, safety initiatives, and professional development programs
- Managed exit procedures and offboarding for employees
Cashier/Customer Service/Bookseller
Books-A-Million
08.2012 - 01.2020
- Operated cash register efficiently while ensuring exceptional customer service and handling transactions accurately.
- Prepared and served coffee and baked goods, maintaining a clean and welcoming environment for customers.
- Assisted in inventory management by stocking items.
- Monroe, LA
Education
Associate's Degree - Criminal Justice
McCann School of Business And Technology
05-2019
Skills
- High-Volume Data Entry: 10-Key Proficiency, Accuracy Audits, Record Verification
- Financial & Payment Processing: Transaction Tracking, Reconciliation, Secure Payment Handling, Claims & Authorization Processing
- Documentation & Reporting: Spreadsheet Management, Indexing, Record Corrections, Compliance Tracking
- Software & Systems: Microsoft Excel, Word, Outlook, Google Docs, Adobe/Nitro
- CRM & Support Platforms: Salesforce, Zendesk, CORE, PRIMS, Process Manager
- Remote Systems: Remote Desktop, Virtual Support Environments
- Compliance & Confidentiality: HIPAA Awareness, Medicaid/Medicare Processes, Data Privacy, Secure Document Handling
- Productivity Skills: High-Volume Workflows, Time Management, Multitasking, Quality Control
- Communication: Professional Written & Verbal Communication, Cross-Functional Collaboration
Timeline
Customer Care Representative II
Robert Half - Staffing Agency
04.2025 - 08.2025
IT Technical Support
Concentrix
01.2025 - 03.2025
Customer Service Advisor
Conduent
07.2024 - 12.2024
Customer Service - Patient Care Rep
Ttec-Call Center
05.2023 - 07.2024
Customer Service Representative/Call Center
HotelPlanner
02.2022 - 08.2024
Administrative Coordinator 3/4
Louisiana Dept. of Children & Family Services - Economic Stability
04.2018 - 05.2023
Cashier/Customer Service/Bookseller
Books-A-Million
08.2012 - 01.2020
Associate's Degree - Criminal Justice
McCann School of Business And Technology