OTasha L. Sheffield
Lowell,Ma.
Summary
Skilled Product Support Specialist with background in providing exceptional customer service, troubleshooting product issues, and enhancing user experience. Strengths include strong technical acumen, solution-oriented mindset and ability to maintain composure under pressure. Previous roles demonstrate success in creating support documentation, training staff on product usage, and improving overall customer satisfaction.
Overview
26
26
years of professional experience
Work History
Product Support Specialist
Insulet Corporation
10.2022 - Current
- I take inbound calls from customers, trainers and providers.
- Research and identifying solutions to customer inquiries and escalate unresolved issues to appropriate team members.
- Address customer complaints promptly and professionally.
Reimbursement Specialist
Insulet Corporation
04.2017 - 09.2022
- Reviewed and processed reimbursement requests in accordance with company policies and procedures.
- Answered customer questions to maintain high satisfaction levels.
- Performed insurance verification, pre-certification and pre-authorization.
Customer Service Representative III
Anthem Inc
01.2006 - 03.2017
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Credentialing Specialist
Kelly Services/Wellpoint
01.2005 - 10.2005
- I worked in the credentialing department processing applications from medical providers who wanted to participate in the Wellpoint network
- I verified the provider’s education, work address, license number, DEA number and hospital privileges
- If the applications were missing information, I had to contact the doctors’ office and obtain this information
Customer Service Representative
Aetna
05.1999 - 07.2004
- I worked in a high-volume call center responding to members and provider’s inquiries in an accurate and timely manner
- Responsible for checking claims status to verify accuracy, responsible for reviewing member health plans.
- Responsible for identifying processing errors, and communicating necessary corrections.
Education
High School Diploma -
Lowell High School
06.1994
Skills
- Telephone support
- Hardware troubleshooting
- Application support
- Escalation management
Timeline
Product Support Specialist
Insulet Corporation
10.2022 - Current
Reimbursement Specialist
Insulet Corporation
04.2017 - 09.2022
Customer Service Representative III
Anthem Inc
01.2006 - 03.2017
Credentialing Specialist
Kelly Services/Wellpoint
01.2005 - 10.2005
Customer Service Representative
Aetna
05.1999 - 07.2004
High School Diploma -
Lowell High School
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