Shakarra Bivens
Greensboro,NC
Summary
Diligent employee with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Utilizes communication and empathy to build strong customer relationships. Experienced with handling customer interactions and resolving issues promptly.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Progressive Auto Insurance
Remote
10.2024 - 03.2026
- Providing coverage education, processed policy changes, and resolved issues using company systems.
- Resolved customer inquiries efficiently, ensuring high satisfaction levels and timely responses.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Credit Union Representative
Jack Henry & Associates
Remote
06.2023 - 01.2024
- Provided assistance to financial institutions clients and members over the phone.
- Evaluate nature of question or issue in order to resolve it in a timely manner.
- Assured system security by verifying member information before before accessing and making any changes to an account.
Customer Service Representative
UnitedHealth Group
Remote
09.2021 - 04.2023
- Resolve customer inquiries about benefits, eligibility and claims.
- Assisted in checking patient's insurance eligibility prior to their appointment.
- Adhered to HIPAA regulations when handling confidential patient information.
Customer Service Representative
Ralph Lauren
Remote
10.2020 - 08.2021
- Processed orders, returns & exchanges.
- Communicated with customers via phone, chat and email.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Collections Representative
Stern Recovery Services
Greensboro, NC
01.2019 - 10.2020
- Collections for medical debt.
- Processed payments over phone and set up recurring drafts.
- Resolved complex issues that arose during the collections process.
- Adhered to all applicable laws, regulations, and company policies.
Collections Representative
Bank Of America
Greensboro, NC
12.2017 - 08.2018
- Made outbound calls to clients with past due accounts.
- Processed payments over phone and set up recurring drafts.
- Met demands of busy collections group by performing high volume of daily calls.
- Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
- Recorded information about customers' financial status and collections status efforts.
Customer Service/Tech Support
Spectrum
Greensboro, NC
02.2017 - 11.2017
- Served as first point of contact for incoming technical service calls and emails.
- Developed and maintained strong relations with customers to meet quality expectations.
- Dispatched vendors to perform onsite service to mitigate problems beyond scope of telephone troubleshooting.
- Assisted customers with various types of technical issues via email, live chat and telephone.
Customer Service Representative
Ralph Lauren
High Point, NC
08.2015 - 06.2016
- Process orders, returns & exchanges.
Education
North Carolina A & T State University
Skills
- Account Management
- Live Chat
- Technical Support
- Data entry
- Customer service
- Troubleshooting
- Inbound and Outbound Calling
- Computer Proficiency
- Microsoft Office Expertise
- Policy review
- Insurance coverage verification
Timeline
Customer Service Representative
Progressive Auto Insurance
10.2024 - 03.2026
Credit Union Representative
Jack Henry & Associates
06.2023 - 01.2024
Customer Service Representative
UnitedHealth Group
09.2021 - 04.2023
Customer Service Representative
Ralph Lauren
10.2020 - 08.2021
Collections Representative
Stern Recovery Services
01.2019 - 10.2020
Collections Representative
Bank Of America
12.2017 - 08.2018
Customer Service/Tech Support
Spectrum
02.2017 - 11.2017
Customer Service Representative
Ralph Lauren
08.2015 - 06.2016
North Carolina A & T State University