LaShonda McCord
Jacksonville,FL
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
28
28
years of professional experience
Work History
Provider Services Representative I
Payspan/Zelis
07.2020 - Current
- Responded proactively and positively to rapid change.
- Educated customers about support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increased efficiency and team productivity by promoting operational best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
Positive Psyche
12.2018 - 07.2020
- Delivered friendly, prompt customer service to Student loan customers concerning their loans
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
Sales Representative
Convergys, Humana
07.2018 - 12.2018
- Managed customer accounts to secure customer satisfaction and repeat business.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
Customer Service Representative
TRex
06.2017 - 01.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
Customer Service Representative
Incomm
04.2016 - 12.2016
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Care Specialist
Allstate Benefits
03.2015 - 11.2015
- Took ownership of customers issues to follow problems through to resolution.
- Verified accuracy of customer account information and updated when necessary.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Used exceptional communication to connect with customers, assess needs and present solutions.
- Directed customers to appropriate departments for additional support.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Communicated with customers to identify needs and expectations.
Service Advocate II
Florida Blue
06.2013 - 12.2014
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Analyzed customers' issues and complaints and initiated corrective actions.
- Greeted each customer and solved all issues and complaints via phone.
- Assisted Providers and Facilities with their claims if there were error the claims were sent to th correct department for handling.
Customer Service Representative
Florida Combined Life
01.2011 - 05.2013
- Assist Provider offices with policy updates, eligibility, and benefits and verification in an inbound call setting.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Assist policy holders with inquiries about their Dental insurance plans as well as coverage details.
- Answering email inquiries for customers concerned with plan information, ordering ID cards and also claim questions.
Call Quality Assurance Specialist
Aetna
02.1998 - 12.2007
- Educated employees on specific standards and confirmed maintenance of standards.
- Analyzed quality and performance data to support operational decision-making.
- Implemented process improvements to increase productivity in quality assurance operations.
- Reported problems and concerns to management.
- Assisted team members with questions and concerns
- Handled escalated calls from team members
Dental Assistant, Chairside
Agape Family Dentistry
08.1995 - 02.1998
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Sanitized trays, instruments, and surfaces for clean dental office setting and patient safety.
- Successfully assisted dentist by performing four-handed dentistry and other chair-side duties.
- Sterilized rooms and prepped equipment and instruments for procedures daily.
- Prepared patient x-rays and images for dentist review.
- Performed general chair-side duties for general dentistry, endo procedures, and oral surgery.
- Assisted dentists, hygienists, and other personnel by handing appropriate tools and supplies needed for procedures.
- Documented patient dental health information, medical history, and vital signs for future reference.
- Prepared and arranged instruments, medications, and required materials for dental procedures.
- Explained treatment procedures and instructed patients on home care guidelines.
- Created dental impressions used for diagnostics, opposing models and study casts to make crowns, bridges, and other dental prosthetics.
- Prepared and positioned patients for procedures, clipping dental napkins and placing patient safety devices.
- Educated patients by giving oral hygiene, plaque control, and postoperative instructions.
Education
Dental Assistant - Dental Assisting
Concorde Career Institute - Jacksonville
Jacksonville, FLAssociate of Science - Healthcare Administration
University of Phoenix
Jacksonville, FL06.2011
High School Diploma -
Paxon Senior High School
Jacksonville, FL06.1993
Skills
- Document and Records Management
- Microsoft Office
- Information Updates
- First-Tier Technical Support
- Calm and Professional Under Pressure
- Inquiry Research
Timeline
Provider Services Representative I
Payspan/Zelis
07.2020 - Current
Customer Service Representative
Positive Psyche
12.2018 - 07.2020
Sales Representative
Convergys, Humana
07.2018 - 12.2018
Customer Service Representative
TRex
06.2017 - 01.2018
Customer Service Representative
Incomm
04.2016 - 12.2016
Customer Care Specialist
Allstate Benefits
03.2015 - 11.2015
Service Advocate II
Florida Blue
06.2013 - 12.2014
Customer Service Representative
Florida Combined Life
01.2011 - 05.2013
Call Quality Assurance Specialist
Aetna
02.1998 - 12.2007
Dental Assistant, Chairside
Agape Family Dentistry
08.1995 - 02.1998
Dental Assistant - Dental Assisting
Concorde Career Institute - Jacksonville
Associate of Science - Healthcare Administration
University of Phoenix
High School Diploma -
Paxon Senior High School
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