LaShunda Stevenson
San Antonio
Summary
Skilled and versatile professional equipped to handle diverse tasks and responsibilities across various domains. Strong track record of delivering impactful results through adaptable problem-solving and effective team collaboration. Proficient in multitasking, resource management, and quick learning. Known for reliability, flexibility, and results-driven approach in dynamic environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Licensed Insurance Agent
HealthPlanOne
2025.10 - Current
- Medicare sales for Aetna
- Delivered personalized insurance solutions to clients, enhancing their understanding of available options.
- Educated clients on policy features, benefits, and coverage limits to ensure informed decision-making.
- Developed customized insurance plans based on client needs and risk assessments.
- Educated clients on coverage options, policy details, and claims processes.
Customer Service Representative
Global Payments
2024.01 - 2024.07
- Provided exceptional support to customers, addressing inquiries and resolving issues efficiently.
- Processed transactions accurately, ensuring compliance with banking regulations and policies.
- Analyzed customer feedback to identify trends, implementing improvements for better service quality.
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Developed strong relationships with clients through personalized service, building trust and loyalty with the bank.
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
Premier Service Consultant
AT&T
2023.06 - 2023.09
- Provided expert guidance on product features and services to enhance customer satisfaction.
- Resolved complex customer inquiries, improving service efficiency and reducing resolution times.
- Led initiatives to improve customer engagement strategies, resulting in increased loyalty and retention rates.
- Provided information about service procedures and expected timelines.
Energy Advisor
CPS Energy
2022.11 - 2023.06
- Respond promptly and professionally to customer inquiries via phone, email, or chat, ensuring high levels of customer satisfaction
- Manage and update customer accounts using CRM platforms like Salesforce
- Collaborate with cross-functional teams on project management tasks to improve service delivery and customer experience
- Analyze customer feedback and interaction data to identify trends and recommend improvements in service processes
- Maintain detailed records of customer interactions, transactions, and feedback for reporting purposes
- Led energy efficiency initiatives to optimize resource utilization and reduce operational costs.
- Analyzed customer energy usage patterns to provide tailored recommendations for conservation strategies.
Technical Engineer
SAIC
2019.11 - 2022.05
- Analyzing complex requirements and design documents to develop detailed step by step manual test cases
- Executing manual test cases; documenting actual results during execution; reviewing the test results and reporting anomalies (if any) into the defect tracking database
- Developing new automation scripts and updating existing scripts to meet the newly added functionalities
- Executing automated test scripts; reporting execution results and identifying unsuccessful execution (if any)
- Executing Load/Performance testing by running the load test scripts and generating the load test execution results reports
- Tracking the defects from creation to closure; documenting detail description of defect and working with developers to reproduce
- Deploying software to test environments and monitoring server logs during testing and identify errors and/or unexpected log entries
- Participating and/or facilitating the test case peer review meetings and providing feedback making sure that developed test cases meet the client requirements and test conditions verifies the requested functionality
- Assisting test lead with release test plan, generating RTM, maintaining regression test database, and creating test reports at the end of each testing phase
- Assisting the test lead on performing an internal quality assurance check on all deliverables to ensure that all deliverables are complete, accurate, and adhere to the client's standards
- Providing assistance to business analyst with business/functional requirements and developers with technical requirements
IT Support Tech
Amazon Corporate
2019.05 - 2019.09
- Troubleshooting all IT related equipment such as PCs, wireless handheld devices, thin clients, printers and other end user device.
- Experience in Microsoft Office applications as well as Windows Operating Systems, Linux, or Cisco.
- Service Management, Project Management, and Inventory Management skills.
- Assign problem tickets through Remedy system with documented SLA's in place for response and resolution.
IT Customer Service Professional
Mosaic \Devon
2019.01 - 2019.05
- Performed basic troubleshooting of a variety of PC Issues, both hardware and software
- Assign problem tickets through Service Now system with documented SLA's in place for response and resolution
- Maintain users network username/passwords and troubleshooting network connectivity
- Route/re-direct incoming service request calls and emails to appropriate teams
- Troubleshooting user accounts using Active Directory, AS400, and PowerShell
Various Temporary Assignments
Modis/ Marriott Hotels, US Air Guard, ATR/ FAA/GDIT
2018.06 - 2019.01
- Short term contracts
- 10 pc imaging, refresh and deployment
- Troubleshooting/update laptop and desktop devices
- Marriott data transfer via One Drive
- Support and assistance in the deployment
- Manage current customer processes to ensure smooth delivery and update of devices
- Provide feedback for continuous improvement
- (ATR/ FAA/GDIT: Avaya phone migration)
Education
Bachelor of Science - Business Administration And Management
DeVry University
Oklahoma CitySkills
Customer Service
Remote Access Software
Performance testing
Testing process automation
Mobile notary services
Notarial acts
Banking software
Data entry
Call center operations
Sales and upselling
ServiceNow support expertise
IT help desk support
Critical analysis abilities
Application testing expertise
Insurance sales expertise
Insurance product expertise
Client relationship management
Client account management
Application troubleshooting expertise
System configuration and maintenance
Active Directory administration
PowerShell administration
Certification
- Life Insurance License: November 2024
- Certified Technician, DELL - Expired 12/2025
- CNP - Certified Notary Public
Timeline
Licensed Insurance Agent
HealthPlanOne
2025.10 - Current
Customer Service Representative
Global Payments
2024.01 - 2024.07
Premier Service Consultant
AT&T
2023.06 - 2023.09
Energy Advisor
CPS Energy
2022.11 - 2023.06
Technical Engineer
SAIC
2019.11 - 2022.05
IT Support Tech
Amazon Corporate
2019.05 - 2019.09
IT Customer Service Professional
Mosaic \Devon
2019.01 - 2019.05
Various Temporary Assignments
Modis/ Marriott Hotels, US Air Guard, ATR/ FAA/GDIT
2018.06 - 2019.01
Bachelor of Science - Business Administration And Management
DeVry University
Additional Information
Authorized to work in the US for any employer