Shandra Walker
Houston,TX
Summary
Dedicated Benefits Representative with expertise in employee benefits administration and regulatory compliance. Strong skills in problem-solving and negotiation foster effective relationships with employees and benefits providers. Focused on improving employee access to benefits programs through clear communication and support.
Overview
16
16
years of professional experience
Work History
VA Benefits Representative
Infinite Computer Solutions
Houston, Texas
01.2026 - Current
- Provided benefits information to employees regarding enrollment and eligibility.
- Assisted in resolving employee inquiries about health and wellness programs.
- Coordinated benefits administration tasks using HRIS software effectively.
- Assisted veterans with setting/rescheduling appointments for their VA benefits via MDE4VETS system.
- Contacted providers on behalf of the Veteran.
- Assisted with Travel Reimbursements for the Veterans' journey to and from the scheduled appointment.
- Provide claim status to veterans.
Customer Service Representative
Mindlance
Houston, TX
07.2025 - 10.2025
- Responsible for logging customer complaints.
- Assisted customers with parts escalation.
- Responsible for reaching out to dealerships to obtain service records and other repair information and updates.
Dealer Experience Specialist
Percepta
Houston, TX
06.2019 - 12.2024
- Managed inbound communications from Zone Managers and Dealers regarding financial assistance, rental extensions, or escalations, utilizing resources such as subject matter experts, COMs, field service engineers, and resolution specialists.
- Tracked cases at assigned dealers to verify that dealers responded correctly to customer issues.
- Acted as a resource for Zone Manager and Dealer inquiries about Ford policy and procedures, delivering product knowledge.
- Tracked down parts delays, escalated issues, and facilitated resolutions to minimize service disruptions.
- Ability to consistently meet and exceed specified goals as set forth by Performance Expectations expectations in case handling, follow ups, and reliability.
- Provided feedback to management to enhance departmental performance and drive positive outcomes.
- Oversaw Dealer Department activities across the Great Lakes Region.
- Chosen to serve on the Ford Pilot Team.
- Achieved quality goals through diligent work and attention to detail.
- Ford Motor Company
Member Services Representative
Cigna
Houston, TX
09.2016 - 06.2019
- Received and processed telephone requests regarding insurance application status, ensuring timely updates for members.
- Responded to inquiries from Independent and Cigna agents for information and assistance, facilitating effective communication and support.
- Performed research to respond to inquiries and interpret notifications to determine the most effective response.
- Independently addressed inquiries, grievances, complaints, or appeals of varying complexity, enhancing member satisfaction through resolution.
- Scheduled may vary based on the needs of the business (hours of Operation M-F 7am- 7pm CST).
- Performance determined on many factors including phone metrics and quality assurance scores. Assisted members and providers of Cigna HealthSpring with all aspects pertaining to their medical, dental, and vision benefits.
Benefits Representative
Mercer
Houston, TX
01.2013 - 08.2016
- Client’s service delivery point of contact.
- Managed implementation, ongoing delivery renewals, all client inquiries.
- Managed ad-hoc and or routine calls with clients.
- Maintained tactical delivery responsibilities regarding renewals, local country interaction.
Customer Service Representative
Xerox/ACS
Houston, TX
01.2012 - 12.2012
- Addressed customer inquiries in a call center, ensuring prompt and accurate responses to enhance customer satisfaction.
- Responded to telephone inquiries and complaints using standard scripts and procedures.
- Communicated appropriate options for resolution in a timely manner.
- Informed customers about services available and assessed customer needs.
- Gathered information, researched/resolved inquiries and logged customer calls.
- Provided assistance, training and troubleshooting support to lower level staff.
- Delivered guidance and training to lower level staff, fostering skill development and improving service quality.
- Prepared standard reports to track workload, response time and quality of input.
- Assisted in planning and implementing department goals and made recommendations to management to improve efficiency and effectiveness.
Claims Representative
Asurion
Houston, TX
02.2010 - 01.2012
- Assisted Verizon Wireless customers in filing claims for replacement devices, ensuring a smooth claims process.
- Processed deductible payments and set up device shipment.
- Resolved customer issues relating to equipment problems by fixing phones, tablets and other consumer electronics by determining the most effective repair method.
- Engaged with and reassured customers to deliver outstanding customer service.
- Demonstrated eagerness to learn about customers to provide tailored product knowledge.
- Able to speak to and be knowledgeable about all Asurion’s products and how they can best serve and solve our customers' issues.
- Meet or exceed key performance objectives including service and repair metrics.
- Demonstrated Asurion’s Core Values in all interactions.
Education
Business Administration -
Southern University of Louisiana
New OrleansSkills
- Proficient in software programs
- Benefits administration
- HRIS software
- Claims processing
- Customer service
- Working knowledge of office equipment
Timeline
VA Benefits Representative
Infinite Computer Solutions
01.2026 - Current
Customer Service Representative
Mindlance
07.2025 - 10.2025
Dealer Experience Specialist
Percepta
06.2019 - 12.2024
Member Services Representative
Cigna
09.2016 - 06.2019
Benefits Representative
Mercer
01.2013 - 08.2016
Customer Service Representative
Xerox/ACS
01.2012 - 12.2012
Claims Representative
Asurion
02.2010 - 01.2012
Business Administration -
Southern University of Louisiana