Shalandra Spragley
Rocky Mount,NC
Summary
Customer service professional with extensive call center experience in billing, account management, benefits, claims, and service inquiries. Expert in resolving complex issues, maintaining accurate customer records, and delivering solutions in high-volume environments. Committed to clear communication and customer focus, excelling in challenging situations.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Conduent
Remote
12.2023 - 03.2025
- Managed high-volume inbound calls, assisting customers with tax-related questions, refund status, and account inquiries.
- Resolved customer concerns efficiently by identifying needs, researching information, and providing appropriate solutions.
- Clarified account information and next steps while delivering professional, courteous customer service to enhance customer understanding.
- Maintained accurate customer records to ensure effective account management and improve service delivery.
- Scheduled appointments with tax professionals and matched customers with appropriate services to meet their specific needs.
Benefits Specialist
Convergys Inbound Call Center
Greenville, USA
08.2012 - 03.2017
- Assisted customers with inquiries about claim denials, prior authorizations, benefits, and health plan information to enhance customer understanding and satisfaction.
- Clarified denial codes, plan requirements, and benefit information in simple language to empower customers in navigating their options.
- Researched customer concerns and provided accurate information and solutions to support timely issue resolution.
- Updated customer and account information accurately while maintaining confidentiality and attention to detail.
- Collaborated with team members to resolve complex customer concerns, ensuring delivery of consistent and high-quality service.
Customer Service Representative
CenturyLink
Tarboro, USA
05.2005 - 01.2012
- Resolved customer issues promptly while maintaining a professional, courteous, and customer-focused approach.
- Assisted customers with billing questions, payments, account inquiries, and service-related concerns to enhance customer satisfaction.
- Explained billing, service features, and product options clearly while identifying solutions based on customer needs.
- Updated customer accounts and records accurately, ensuring seamless account management and service delivery.
- Collaborated with team members to address customer needs, contributing to consistent service quality.
Education
Basic Education -
Tarboro High School
Tarboro, NC06-1999
Skills
- Inbound Customer Service
- Claims Assistance
- Account Management
- First-Call Resolution
- Issue Resolution
- Customer Education
- Accurate Documentation
- Data and System Updates
- Professional Communication
- Customer Engagement
Timeline
Customer Service Representative
Conduent
12.2023 - 03.2025
Benefits Specialist
Convergys Inbound Call Center
08.2012 - 03.2017
Customer Service Representative
CenturyLink
05.2005 - 01.2012
Basic Education -
Tarboro High School