Laionee Crenshaw
Las Vegas,Nevada
Summary
Knowledgeable and dedicated customer service professional with extensive experience in call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
3
3
years of professional experience
Work History
Warehouse worker
Amazon
11.2023 - Current
- Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
- Shipped material and performed boxing, packing, labeling, and preparation of related documents.
- Verified quantity and description of materials received by checking merchandise against packing list.
- Trained and supervised new employees to apply best practices and comply with health and safety procedures and regulations.
- Performed routine maintenance checks on warehouse equipment to ensure optimal functionality at all times.
- Performed general housekeeping and cleaning tasks.
- Promoted a positive work environment by actively participating in team-building activities and taking initiative in group projects.
Rater
Telus international
07.2023 - Current
- Sampled products to verify compliance with standards
- Contributed to the development of new training materials, resulting in higher quality onboarding for new raters.
- Coordinated with systems partners to finalize designs and confirm requirements.
- Read, interpreted and followed written test instructions and procedures to accurately test products.
- Monitored product quality at all stages of production process.
- Received recognition for maintaining high levels of accuracy and adherence to project guidelines.
- Developed strong analytical skills by evaluating content according to established criteria and metrics.
- Exceeded productivity targets while maintaining attention to detail and focus on quality outcomes.
- Working independently within deadlines, effectively balancing workload without sacrificing quality results.
Sales
Financial Services
03.2021 - 12.2023
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
- Analyzed risk factors to recommend appropriate coverage levels.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Maintained accurate records of all transactions, ensuring compliance with company policies and regulatory requirements.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Negotiated with insurance underwriters to obtain better coverage and improved rates for clients.
- Met with customers to provide information about available products and policies.
- Assisted clients in navigating the often complex claims process, ensuring they received fair and timely resolutions.
- Provided prompt responses to inquiries from both prospective and existing clients, demonstrating a commitment to exceptional service.
- Facilitated smooth transitions between carriers when needed, minimizing disruptions to client coverage and maintaining positive relationships with all parties involved.
- Monitored customer feedback and identified areas of improvement.
Customer Service Specialist (Inbound)
BCBS TX
12.2022 - 05.2023
- Exhibited high energy and professionalism when dealing with clients and staff.
- Enhanced member experience by providing personalized assistance in choosing suitable health plans.
- Achieved high customer retention rates through consistent follow-ups and proactive issue resolution efforts.
- Answered questions about eligibility determinations and plan options.
- Implemented effective strategies for verifying eligibility, reducing instances of improper payments due to inaccurate information.
- Managed high-volume call center, ensuring prompt and accurate responses to all inquiries related to health benefits.
- Ensured compliance with federal regulations governing Health Benefit Representative activities and reporting requirements.
- Maintained up-to-date knowledge of industry trends and regulatory changes, providing expert guidance to clients and colleagues alike.
- Educated members on plan options, empowering them to make informed decisions about their healthcare coverage.
- Maintained confidentiality of all employee information.
Education
Diploma -
Desert Oasis High School
05.2019
Skills
- Leadership
- Calm Under Pressure
- Problem Resolution
- Space Optimization
- Warehouse environment safety
- Work Planning and Prioritization
- Data Entry
- Clear Communication
- Material Handling
- Unpacking merchandise
- Problem-Solving
- Call center experience
- Claims Processing
- Investigation skills
- HIPAA Compliance
- Attention to Detail
- Policy Interpretation
- Explaining benefits
- Computer Skills
- Microsoft Office
- Verbal Communication
- Written Communication
- Analytical Thinking
- Relationship Building
- Teamwork and Collaboration
- Marketing Strategies
- Policy Knowledge
- Life Insurance Sales
- Licensed Insurance Agent
- Negotiation
Personal Information
Work Permit: Authorized to work in the U.S for any employer
Timeline
Warehouse worker
Amazon
11.2023 - Current
Rater
Telus international
07.2023 - Current
Customer Service Specialist (Inbound)
BCBS TX
12.2022 - 05.2023
Sales
Financial Services
03.2021 - 12.2023
Diploma -
Desert Oasis High School