ShaKasia Dunmore
Customer-focused professional with extensive experience supporting clients, resolving escalated issues, facilitating training, and collaborating across operations and business teams. Proven ability to analyze issues, communicate solutions, support process improvements, and build strong stakeholder relationships. Skilled in balancing customer needs with business objectives while driving operational excellence and service quality.
Work History
Trainee Development Coordinator
4 Years 11 Months- Facilitated coordination and support of trainee development initiatives and training programs.
- Facilitated effective dialogue among trainees, leadership, and operational teams to support successful onboarding and professional growth.
- Analyzed training processes to identify opportunities for enhancement and increased participant engagement.
- Facilitated guidance and support for trainees on policies, procedures, and business processes.
- Oversaw trainee progress and ensured accuracy of program records.
- Engaged with multiple departments to synchronize strategies and enhance alignment with training objectives and overall organizational goals.
- Contributed to ongoing improvement efforts through feedback collection and recommendations for training process enhancements.
Customer Service Representative
2 Years 11 Months- Supported customer satisfaction by addressing benefits claims and policy inquiries for diverse stakeholders including policyholders and agents.
- Addressed escalated customer concerns to enhance service quality and retention.
- Conducted thorough investigations to identify root causes of issues and coordinated effective solutions with internal teams.
- Conducted comprehensive account research and communicated resolutions with clarity.
- Provided comprehensive assistance across various service lines to enhance operational flexibility and responsiveness.
Education
Bachelor of Administration
Skills
Accomplishments
· Successfully completed and supported multiple service lines, including:
· Aflac Group
· Wynsure Pilot
· Wynsure Line
· Direct Contact Escalation Line
· Individual Policyholder Line
· Agent Service Line
· OTP Line
· Recognized as a versatile team member capable of supporting complex inquiries across multiple business areas.
· Assisted with New Hire Training initiatives and onboard support for incoming customer service representatives.
Certification
Lean Six Sigma White Belt November 2025