LaShaunda Wiley
Summary
Experienced Senior Customer Support Representative with a strong history of excelling in exceptional communication and high quality service in the insurance industry. Skilled in handling complex policies inquires, claims and other customer based issues. Over five years of experience in handling insurance products, including life, commerical and personal auto and property. Known for ensuring all compliance and industry regulations are maintained. Skilled in Salesforce and adept at multitasking, consistently achieving performance metrics while delivering outstanding service and support.
Overview
11
11
years of professional experience
Work History
Senior Customer Support Representative
Encova Insurance
03.2020 - Current
- Implemented proactive solutions to consistently meet or exceed performance metrics and goals.
- Served as a trusted advisor for customers seeking assistance or recommendations on products or services best suited for their unique requirements.
- Built strong relationships with customers through active listening, empathy, and understanding their needs.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
Account Manager
FirstSource Solutions
08.2018 - 02.2020
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
Senior Billing Specialist
Charter Spectrum
05.2014 - 05.2018
- Improved cash flow for the company by promptly resolving outstanding invoices and accounts receivable issues.
- Developed customized reports for management, providing valuable insights into billing trends and areas for improvement.
- Supported business growth through meticulous monitoring of client accounts, enabling expansion without compromising financial stability or client satisfaction levels.
- Enhanced customer satisfaction by addressing billing inquiries professionally and providing effective solutions.
Education
BBA - Human Resources Management
Franklin University
Columbus, OH01-2026
Skills
- Exceptional communication
- Training and mentoring
- Salesforce
- Microsoft Excel
- Cross-functional coordination
- Analytical reasoning
- Strong multitasking and organizational skills
- Multitasking
- Adaptability and flexibility
- Collaborative team member
- Conflict resolution
- Complaint resolution
Timeline
Senior Customer Support Representative
Encova Insurance
03.2020 - Current
Account Manager
FirstSource Solutions
08.2018 - 02.2020
Senior Billing Specialist
Charter Spectrum
05.2014 - 05.2018
BBA - Human Resources Management
Franklin University
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