Melissa Shenefield
Millington,TN
Summary
Dynamic Care Center Specialist III at State Farm with a proven track record in complaint management and customer service excellence. Skilled in training and mentoring teams, I effectively resolve complex issues while ensuring policy compliance. My strong communication abilities and quality control expertise drive improved performance and customer satisfaction. Professional in center operations and customer service with focus on efficiency and client satisfaction. Expertise in managing day-to-day activities and resolving customer issues. Known for collaborative teamwork and adaptability in dynamic environments. Skills include communication, problem-solving, and organizational abilities.
Overview
9
9
years of professional experience
Work History
Care Center Specialist III
State Farm
09.2019 - Current
- Handled incoming calls from agents and team members regarding billing or other inquiries.
- Provided excellent customer service and support to agents and team members, responding promptly and accurately to inquiries.
- Utilized effective communication skills in dealing with agents and team members, resolving complex issues and providing solutions.
- Routinely assist my supervisor by handling complaint calls and escalation issues.
- Assisted the acquisition team in their transition to SFPP by being a daily mentor, answering questions, and helping them through cases.
- Created training material
- Currently working in an evaluator role assisting with training new team members and checking for accuracy on work completed, Answering questions via teams, and leading daily huddles.
TWA Technical Specialist
State Farm
03.2025 - 09.2025
- Provide exceptional representative support, resolving complex issues with effective communication skills both written and verbal.
- Handle supervisor escalations in timely manner.
- Mentor a team of 13 customer service representative.
- Listen to representatives calls for quality.
- Spot check back office work completed by representatives.
TWA Learning Delivery Facilitator
State Farm
03.2024 - 08.2024
- Provided guidance and support to ensure successful outcomes from each learner
- Organized and facilitated learner topics.
- Adapted facilitation style to accommodate various learning preferences and group dynamics.
- Established clear objectives and outcomes for each session, ensuring alignment with organizational goals.
- Utilized effective questioning techniques to stimulate critical thinking and encourage active participation.
- Created engaging activities that encouraged collaboration between learners.
- Managed multiple tasks simultaneously while maintaining focus on key objectives.
- Incorporated best practices into every session to maximize success rates.
- Facilitated team-building exercises to enhance communication, trust, and cooperation among group members.
Rental Department Manager
Toyota of Murfreesboro
03.2019 - 09.2019
- Trained and supervised associates on customer service excellence and strong company culture.
- Maintained accurate inventory records, ensuring all products were accounted for at all times.
- Utilized strong organizational skills to develop efficient processes for managing daily operations.
- Assisted customers with inquiries related to products and services offered in the department.
- Provided leadership and mentorship to staff members, leading to improved job performance and morale.
- Handled escalated customer issues, driving customer satisfaction and repeat business.
- Maintained knowledge of product ranges and services to improve customer experience.
Medical Billing
Medcycle Management
04.2016 - 03.2019
- Created reports to monitor key performance indicators such as A and R aging, denial rates, payment trends.
- Performed audits to ensure compliance with HIPAA regulations and other applicable laws.
- Collaborated with IT personnel to troubleshoot technical issues related to billing systems.
- Coached employees on how to interpret EOBs statements accurately.
- Resolved complex billing disputes through effective communication with insurers and other stakeholders.
- Advised senior leadership on best practices for optimizing revenue cycle operations.
Education
No Degree - Medical Billing And Coding
Anthem Career College
Nashville, TN01-2011
High School Diploma -
Glencliff High School
Nashville, TN05-2002
Skills
- Policy compliance
- Complaint management
- Call handling
- Cross-functional coordination
- Customer service
- Problem-solving skills
- Call center customer service
- Resolving issues
- Verbal and written communication
- Quality control
- Documentation and reporting
- Training experience
Timeline
TWA Technical Specialist
State Farm
03.2025 - 09.2025
TWA Learning Delivery Facilitator
State Farm
03.2024 - 08.2024
Care Center Specialist III
State Farm
09.2019 - Current
Rental Department Manager
Toyota of Murfreesboro
03.2019 - 09.2019
Medical Billing
Medcycle Management
04.2016 - 03.2019
No Degree - Medical Billing And Coding
Anthem Career College
High School Diploma -
Glencliff High School
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