ShaDonna McCoy

Summary

Senior Operations Associate with five+ years of data entry and Customer service experience. Meticulous, organized and highly resourceful with strong decision-making and problem-solving abilities. Seeking new challenges and opportunities to leverage skills in a dynamic and fast-paced environment.

Overview

5

years of professional experience

Work History

Sr. Operations Associate

WNS Global Services LLC

Columbia, SC

03.2023 - Current

Processed and created an average of 25 claims daily, ensuring accuracy and efficiency in claim creation
Streamlined customer service operations by efficiently transferring insureds to appropriate departments, resulting in a 40% reduction in average call duration and improving customer satisfaction scores by 20 points
Collaborated with cross-functional teams to resolve complex claim issues, resulting in a 15% reduction in escalated inquiries.

Escalation Team Specialist-(Contract)

FieldPros Direct

Peachtree Corners, GA

01.2023 - 03.2023

Managed pipeline of complaints per OCC guidelines, which resulted in proper and timely resolution
Handled customer escalations via phone and email, resolving 90% of issues within 24 hours
Orchestrated effective customer issue resolution by applying effective negotiation and communication skills; successfully improved customer satisfaction by 20% through proactive problem-solving and personalized support.

Claims/Desk Adjuster-(Contract)

FieldPros Direct

Peachtree Corners, GA

10.2022 - 03.2023

Successfully handled and resolved over 250+ CAT/Daily claims, ensuring timely settlement
Conducted in-depth policy reviews to determine coverage eligibility for claimed losses
Collaborated with legal counsel, public adjusters, contractors, and vendors to resolve claims efficiently and accurately
Authorized and processed payments for insurance claims with an accuracy rate of 98%, ensuring timely and efficient resolution.

Site Lead-(Contract)

The Wellness Center

Fort Worth, TX

08.2021 - 03.2022

Managed site operations including opening and closing the facility, ensuring efficient processes
Supervised a team of 6-8 employees, ensuring smooth daily operations and productivity
Oversaw the organization and scanning of medical records for a patient base of over 500, ensuring timely access to critical information.

Project Coordinator

Atco Industries

Grand Prairie, TX

01.2020 - 06.2021

Conducted regular audits of plant/warehouse storage areas, identifying and removing defective or rejected items from usable stock locations, resulting in improved inventory accuracy of 10%
Improved efficiency by creating and updating job instructions and time studies, resulting in standardized processes
Implemented rejection management process to ensure correct execution, resulting in reduced rejections by 20%.

Team Lead

Atco Industries

Grand Prairie, TX

08.2018 - 01.2020

Led a team in achieving timely project completion, utilizing technical skills to identify process improvements and reducing project turnaround time by 15%
Successfully trained and supervised a team of 10 employees, resulting in increased efficiency and timely completion of tasks
Ensured accurate completion of paperwork and timely input of time and inspection/rework data into MIS.

Education

Associate in Applied Science - Baking And Pastry Arts

Mott Community College, Flint, MI

05.2012

Skills

Prioritization
Ability to multitask
Active listening
Strategic thinking
Ability to research and collect data
Technical knowledge
Typing accuracy-98%

Typing speed-38 wpm
Discretion
Trustworthiness
Empathetic
Conflict resolution
Team management skills

Timeline

Sr. Operations Associate - WNS Global Services LLC

03.2023 - Current

Escalation Team Specialist-(Contract) - FieldPros Direct

01.2023 - 03.2023

Claims/Desk Adjuster-(Contract) - FieldPros Direct

10.2022 - 03.2023

Site Lead-(Contract) - The Wellness Center

08.2021 - 03.2022

Project Coordinator - Atco Industries

01.2020 - 06.2021

Team Lead - Atco Industries