Shakara Freeman
Augusta,GA
Summary
Thorough Customer Retention Specialist with 5+ years of experience working in Customer Success industry bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Committed to providing superb customer service efficiently and courteously. Proficient in processing new accounts and explaining new services and products to interested customers.
Overview
14
14
years of professional experience
Work History
Customer Retention Specialist
WOW! Internet Cable and Phone
03.2018 - Current
- Maintained up-to-date knowledge of product and service changes.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Work From Home Customer Service Agent
Cigna
06.2012 - 03.2018
- Answered inbound customer calls and responded to inquiries
- Assisted customers with questions regarding products and services, delivering exceptional experiences through responsive service
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Worked with customers while accessing, reading and inputting information into numerous applications.
- Answered inbound customer queries according to internal policies, meeting concerns and resolving questions.
- Provided empathetic and amiable communications to callers in stressful situations to support constructive outcomes and satisfactory resolutions.
- Documented calls according to CIGNA policies for use in performance measurement and business progress tracking.
- Resolved minor to moderate technology faults, supporting constant availability and consistent performance.
Prior Authorization Representative
BroadPath Healthcare Solutions WFH
10.2009 - 06.2012
- Answered inbound calls with assurance that the member's issue would get resolved
- Provided prior authorization codes for medication
- Assist with member and provider services.
- Verified eligibility and compliance with authorization requirements for service providers.
- Contacted insurance companies to obtain prior authorization for medical procedures and medications.
- Fielded telephone inquiries on authorization details from plan members and medical staff.
- Processed new medication and refill requests for authorization.
Education
High School Diploma -
Richmond Academy
Augusta, GA05.2012
Skills
- Sales
- Communication skills
- Call Center Operations
- Multitasking and Prioritization
- Customer Service
- Customer Data Confidentiality
- CRM Software
- Data Entry and Maintenance
- Inbound Calling
- Building Customer Trust
- Outbound Calling Loyalty
- Efficient and Detail-Oriented
Timeline
Customer Retention Specialist
WOW! Internet Cable and Phone
03.2018 - Current
Work From Home Customer Service Agent
Cigna
06.2012 - 03.2018
Prior Authorization Representative
BroadPath Healthcare Solutions WFH
10.2009 - 06.2012
High School Diploma -
Richmond Academy
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