Christina Shelby
Memphis,TN
Summary
Dedicated customer support agent with 15 years of experience across diverse industries, including pharmaceuticals, insurance, and financial services. Proven track record of excellence in service delivery, resulting in a promotion to supervisor and team leader in 2020. Expertise in fostering strong client relationships and enhancing team performance to achieve organizational goals. Committed to leveraging extensive knowledge and skills to drive customer satisfaction and operational efficiency.
Overview
6
6
years of professional experience
Work History
Fraud Specialist
Fiserv
02.2024 - 02.2026
- Analyze flagged transactions for fraud indicators
- Utilizing discretion and safeguarding client confidentiality
- Managed 50-100 inbound and outbound fraud calls a day
- Facilitating clear communication with internal and external partners through email and phone
- Stays updated on system modifications, technological innovations, rules, and compliance standards
- Report instances of non-compliance to appropriate management
- Investigate outstanding items and engage relevant individuals to resolve items promptly
- Previous experience collaborating across time zones
- Familiarity with SQL and other database management systems
- Examine, dissect, and probe complex cases of fraudulent behavior and suspicious patterns
- Utilizing third-party payment systems for processing federal and state tax payments for businesses
- Troubleshoot with caregivers, providers, and clients on system login for clocking in and out
Supervisor/Senior Healthcare Communications Representative
Connection Point
10.2019 - 11.2023
- Demonstrates superior proficiency in email management and telecommunications.
- Sustained comprehensive knowledge of customer accounts for optimal support. Described products and benefits of Medicaid and Medicare to facilitate informed decision-making.
- Managed 30 inbound calls a day and during open enrollment, 50-100 inbound calls per day
- Provided excellent technical support
- Conducted research on medications and medical claims to ensure compliance. Monitored claims and physician-related services to identify discrepancies and improve outcomes.
- Ensures up to date information regarding certifications, licenses, and appointments
- Assists licensed insurance agents with information regarding commissions
- Collaborate in teams to produce quality reports
Education
Google IT Certificate - IT Support
Merit America
Washington, DC02-2023
Pharmacy Technician Certificate - Pharmacy
Remington College
Memphis, TN04-2012
Skills
- Effective time management
- Strong organizational skills
- Skilled in Microsoft productivity tools
- Problem-solving skills
- Empathy
- Technical troubleshooting
- Financial transaction management
- Strong verbal communication
- Customer support expertise
- Active listening
Accomplishments
- Supervised team of 10 staff members.
- Documented and resolved Fraud found on bank card which led to canceling cards and sending out new ones.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
English
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Fraud Specialist
Fiserv
02.2024 - 02.2026
Supervisor/Senior Healthcare Communications Representative
Connection Point
10.2019 - 11.2023
Google IT Certificate - IT Support
Merit America
Pharmacy Technician Certificate - Pharmacy
Remington College