Shabana Rameshar
Orlando
Summary
Seasoned Customer Service professional with 13 years of experience, including a supervisory role at PNC Bank. Excelled in resolving escalated customer issues, improving satisfaction, and mentoring teams for enhanced performance. Seeking a Customer Service Rep role to leverage expertise in conflict resolution, CRM software, and team development.
Skilled in managing high-net-worth client relationships and cultivating banking partnerships. Demonstrated ability to develop strategic financial plans, offer personalized banking solutions, and deliver superior customer service. Strengths include strong leadership, decision-making capabilities, and exceptional communication skills. Previously made significant impact by increasing client loyalty and driving revenue growth through cross-selling banking products and services.
Overview
15
15
years of professional experience
Work History
Priority Banking Relationship Manager
Regions Bank
Orlando
03.2025 - Current
- Cultivated strong client relationships to enhance banking services and customer satisfaction.
- Analyzed client financial needs to recommend appropriate banking products and solutions.
- Facilitated seamless account openings and maintenance for priority banking clients.
- Monitored market trends to identify new opportunities for client engagement and growth.
- Responded to customer inquiries and requests regarding banking products, services and procedures.
Pharmacy Benefits Manager
CVS Pharmacy
Orlando
09.2024 - 04.2025
- Managed pharmacy benefit programs to ensure compliance with regulations.
- Analyzed pharmacy claims data for cost management and trend identification.
- Collaborated with healthcare providers to optimize medication therapy management.
- Educated members on benefits and medication options through outreach initiatives.
- Worked with insurance companies to process claims, resolve problems and obtain payments.
- Evaluated requests for new drugs or changes to existing formularies based on clinical efficacy, safety, cost-effectiveness, and patient access needs.
Senior Customer Service Supervisor
PNC Bank
06.2019 - 06.2024
- Monitored customer feedback, identifying key areas for enhancement in service delivery.
- Updated team members on policy shifts and industry developments, maintaining up-to-date collective knowledge.
- Analyzed feedback and data to discern trends, resulting in implemented changes that bolstered customer retention.
- Guided junior supervisors in management practices, contributing to their professional development and skills
- Participate in capacity planning calls with leadership to review staffing forecasts, call volume trends, and operational needs to ensure proper workforce coverage.
- Prepare and analyze shrinkage reports (PTO, absenteeism, training, meetings) to identify staffing gaps and recommend adjustments to scheduling.
- Collaborate with supervisors and operations teams to adjust staffing plans and schedules based on real-time performance and forecasted demand.
- Support leadership with data-driven insights to improve staffing efficiency and overall contact center performance.
Customer Service Representative
Alorica
08.2015 - 06.2019
- Managed high-stress customer interactions, maintaining composure and professionalism to resolve disputes and conflicts.
- Increased customer loyalty by handling complaints with empathy and achieving satisfactory outcomes.
- Provided prompt and accurate information in response to customer inquiries, thereby enhancing overall satisfaction.
Customer Care Team Lead
United Healthcare
Orlando
07.2011 - 07.2015
- Streamlined team processes to enhance productivity and optimize resource allocation.
- Developed performance benchmarks aligned with industry standards and organizational objectives.
- Collaborated with management on customer experience strategies and conducted regular staff performance evaluations, offering developmental coaching sessions.
Education
Certification - Management Accounting
Cornell University
01.2023
High School Diploma -
Apopka High School
Apopka, FL01.2011
Skills
- New Hire Resident Mentor
- Retail Support Escalation
- Manage Team
- Escalation Management
- CRM Software Proficiency
- Reporting and Documentation
- Call Center Experience
- Team Training and Development
- Company Policy Adherence
- Satisfaction Monitoring
- Queue Management
- Staff Planning
- Shrinkage Reports
- Time management
Timeline
Priority Banking Relationship Manager
Regions Bank
03.2025 - Current
Pharmacy Benefits Manager
CVS Pharmacy
09.2024 - 04.2025
Senior Customer Service Supervisor
PNC Bank
06.2019 - 06.2024
Customer Service Representative
Alorica
08.2015 - 06.2019
Customer Care Team Lead
United Healthcare
07.2011 - 07.2015
Certification - Management Accounting
Cornell University
High School Diploma -
Apopka High School