Charniqua Shelton
Tampa,FL
Summary
Personable and dedicated Customer Service Specialist with extensive experience in the finance industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Experienced in utilizing CRM software and Salesforce Analysis. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
9
9
years of professional experience
Work History
Bank Customer Service Representative
USAA
09.2023 - Current
- Maintained high-level knowledge of bank policies, procedures, and regulations to ensure compliance in all transactions.
- Addressed customer inquiries, requests and complaints with courtesy and professionalism.
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Collaborated with team members to achieve branch sales targets by promoting banking products and services.
- Make a difference to our members by advising, educating and demonstrating outstanding customer service
- Efficiently navigate multiple systems and programs while maintaining an engaging member interaction that may occur across multiple channels
- Develop banking product knowledge to attract new members and expand relationships with current members through product acquisition
- Apply strong time and call management skills in assisting members with banking needs
- Embrace continuous improvement and development through coaching and collaboration with manager and team members
- Analyzed, researched and resolved payment claims within required timeframes.
- Adhered to department processes, procedures and goal expectations for case investigations.
- Improved customer satisfaction by providing prompt responses and effective resolutions to dispute cases.
- Maintained accurate records of all disputes, ensuring proper documentation was in place for future reference or audits.
Customer Experience Specialist
United Health Group
02.2018 - 09.2023
- Processed customer service requests via phone support and email support
- Customized CRM using the most up-to-date tools (i.e., workflows, triggers)
- Noted customer correspondence in CRM to track requests, problems and solutions
- Guided customers through troubleshooting, navigating the company website/mobile app or using digital tools
- Audited internal data and processes to identify and manage initiatives, improving business performance
- Recommended metrics and models based on observed trends
- Worked with internal teams to understand business needs and changing strategies
- Experience in Medicare and Medicare
- Establishes action plan based on case facts, best practices, protocols, regulatory issues and available resources
- - Manage overall STD (Short-Term Disability) block of claims and potential companion claims.
- - Handle various types of claims, including Statutory plans, Federal, Company, State, and other Leave types.
- - Prioritize actions and appropriately utilize resources in a timely manner.- Maintain data integrity by making accurate benefit decisions and payments.
- - Be accountable for accurate financial decisions on a block of claims.
- - Financial decisions are made for claims with a financial base benefit amount up to $8000 per week per claim.
- -Ensure that decisions are made in accordance with Customer provisions.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Maintained confidentiality of patient finances, records, and health statuses.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
Customer Service Representative
Allstate
03.2017 - 03.2018
- Documented customer correspondence in CRM to track requests, problems and solutions
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Prioritized quickly the most important safety related situations to roadside assistance staff
- Effectively communicated with other employees and upper management to ensure complete care of customers
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Relayed customer feedback to cross-functional teams to improve products and services
Customer Accounts Rep – Team Lead
Microsoft, Alorica
03.2015 - 03.2017
- Reviewed daily customer transactions, open and closed account reports to verify accuracies and keep all customer information current
- Maintained customer database by entering any new and updated customer and account information
- Satisfied customer queries over phone and email to maintain positive patient-provider relationships
- Manage the full recruiting lifecycle across a variety of open roles, helping managers find, hire, and retain quality candidates
- Maintain database of candidate records, including active and passive prospects, hired and fired employees, and other designations
- Provide coaching and guidance to junior-level recruiting staff
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
Education
Bachelor’s - Criminal Justice
University of Phoenix
05.2024
AA - Criminal Justice
University of Phoenix
11.2021
Skills
- Efficient and Detail-Oriented
- Email Support - Live Chat
- Understanding Customer Needs
- Creative Problem Solving
- Call Documentation
- Data Entry
- CRM Software
- Microsoft Office
- Billing Adjustments and Refunds Review
- Special Handling
- Compensation and Benefits Administration
- Short Term-Long Term Claims
- Banking knowledge
- Conflict de-escalation
- Problem-Solving
- Time Management
- Team Collaboration
Timeline
Bank Customer Service Representative
USAA
09.2023 - Current
Customer Experience Specialist
United Health Group
02.2018 - 09.2023
Customer Service Representative
Allstate
03.2017 - 03.2018
Customer Accounts Rep – Team Lead
Microsoft, Alorica
03.2015 - 03.2017
Bachelor’s - Criminal Justice
University of Phoenix
AA - Criminal Justice
University of Phoenix
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