Summary

Overview

Work History

Education

Skills

Accomplishments

Timeline

Shakala Dorsey

Chandler,AZ

Summary

Seasoned professional with a proven track record at Uber, adept in documentation accuracy and conflict resolution. Excelled in enhancing customer satisfaction through strategic planning and process improvement, achieving a significant reduction in case resolution times. Skilled in technical troubleshooting and fostering cross-department coordination, I bring a dynamic approach to achieving company goals and exceeding expectations.

Overview

years of professional experience

Work History

Vehicle Crash Claims

Uber

Phoenix, AZ

09.2024 - Current

Comprehensive Case Management: Take ownership of crash or claim incidents from the first contact through resolution, ensuring a customized and effective response for each user based on their unique circumstances.
Incident Triage and Support: Respond to vehicle crash reports, gathering critical details from all parties involved, including drivers and passengers, to build a robust case file.
Detailed Investigations: Conduct investigations into vehicle crashes using Uber's support platforms (email, chat, phone), ensuring high-quality, accurate data collection to assist with claims processing.
Empathetic Communication: Provide clear, compassionate, and timely updates to users as they navigate the post-crash process, ensuring they feel supported throughout the claim lifecycle.
Cross-functional Collaboration: Partner with Program, Claims, and other teams to pilot new processes or modalities to enhance the support and customer experience, ensure efficient information gathering, and support users in navigating the claims process.
Accurate Documentation: Ensure all crash or claim incidents are thoroughly documented to improve the overall crash support experience, reducing the need for follow-up and rework by downstream teams.

Multichannel Member Support Specialist

SmithRX

Plano, TX

01.2024 - 08.2024

Answer inbound calls and make outbound phone calls to and from members, physicians and pharmacies while delivering a world class member experience.
Follow-up, resolve, and document issues related to the member interaction. Route inquiries needing further investigation to the appropriate department and conduct routine research as needed.
Educate members about their pharmacy benefits.
Deliver a one call resolution to our members by becoming an expert in the Pharmacy Benefits Management industry.
Demonstrate a patient centric mindset and a high sense of urgency to solve member requests.
Work with highly sensitive information while maintaining Personal Protected Information (PPI) and Health Insurance Portability & Accountability Act (HIPAA).

Technical Support Specialist

Asurion

Irving, TX

10.2021 - 05.2023

Provided dedicated customer support and sales for Verizon's 'Home Device Protect' service, explaining coverage options and handling claims for damaged home electronics.
Assisted customers with technical issues and in-home installations for covered devices, ensuring seamless operation of TVs, smart speakers, and security systems.
Acted as a primary point of contact for customers regarding their home device protection plan, delivering comprehensive support and troubleshooting solutions.

Tier 2 Technical Support Specialist

ADT

Irving, TX

01.2018 - 05.2021

Provide quality product support to the customer.
Answer all forms of communication in a timely and effective manner to support the customer on the technical aspects of the product.
Develop and maintain long-term and trusted customer relationships.
Identify, research, and resolve customer issues.
Troubleshoot technical issues.
Document all interactions in the ticketing system.
Recognize, document, and alert the Supervisor of trends in customer calls.
Customer onboarding, QA, and testing support.
Work with case management and tracking systems with our Engineering and QA teams.

Call Center Customer Service Representative

Assurant

Addison, TX

11.2017 - 01.2018

Verbally collecting pertinent information for the customer over the phone, determining insurance coverage on each claim, and providing the appropriate resolution based on Assurant company guidelines and values.

Successful CSRs are able to respond with empathy during difficult customer conversations, while simultaneously entering data on different screens.

Answer incoming customer calls and provide appropriate level of service and issue resolution according to company guidelines while providing a superior customer experience.
- Receive and answer customer questions, and resolve concerns relating to claims, warranties, and product servicing.
- Follow standard screens and scripts as appropriate.
- Maintain and update customer account records as needed.
- Appropriately escalate customer questions and issues when necessary according to guidelines.

Assess client needs and resolve claims according to insurance policy provisions and customer service guidelines.
- Coordinate with the immediate supervisor or other personnel, as needed, to resolve claims and issues that are not of a routine nature.
- Gather information and examine forms, policies, and other records as provided by the claimant and other agencies or resources to make an appropriate determination of resolution.
- Forward suspected fraudulent and questionable claims to the appropriate personnel.
- Balance the workload based on business needs between paperwork and inbound calls. Responsible for meeting deadlines and requirements.
Maintain and update product knowledge on an ongoing basis, and attend workshops, seminars, and other training sessions as appropriate.
- Build and maintain effective working relationships, and support teamwork in meeting company goals.
- Understand how the Customer Service Representative role fits into the larger organizational context, and actively support others in the achievement of common goals.
- Maintain professionalism with all contacts, both internal and external, and treat individuals with respect.
- Participate in special projects, assume new responsibilities, and adjust priorities as requested.

Customer Service Representative

Telvista

Dallas, TX

03.2017 - 11.2017

Provide support for the Installation and Maintenance Technicians during service fulfillment functions.
Perform overall maintenance control functions, trouble correlation and trouble isolation for all network and undetermined troubles.
Dispatch trouble reports and service orders to outside installation and repair forces and receiving close out information from those groups.
Operate a PC/data terminal to maintain status of service orders and trouble reports in various FTTP operations databases.
Negotiate dates, times and access arrangements associated with resolving customer service order fallout and trouble report.
Track fallout orders to completion.
Escalate order fallout and/or trouble resolution to appropriate work group.
Perform order fallout analysis and correlation.
Analyze and resolve order flow fallout between network provisioning and order control systems.
Perform end to end acceptance testing.
Responsible for talking and negotiating with customers as well as interacting with other work groups.