Shakaylah James
Minneapolis,MN
Summary
Experienced Customer Service Trainer with a strong background in developing engaging training materials, delivering instructor - led and virtual training and supporting adult learners in fast -paced environments. Skilled in interpersonal communication, facilitation, scheduling, time management and researching topics to improve training effectiveness. Known for analyzing learner feedback to continuously improve training programs, enhance performance outcomes, and foster a supportive inclusive environment.
Overview
7
7
years of professional experience
Work History
Customer Service Trainer
Meritain Health.
Minneapolis, MN
08.2025 - Current
- Developed and delivered training materials for customer service professionals.
- Evaluated existing processes related to customer service operations and identified potential opportunities for improvement.
- Obtained and organized manuals, guides and visual materials for development and training purposes.
- Suggested and offered specific training programs to help workers maintain or improve job skills.
Senior Customer Service Representative
Meritain Health.
Minneapolis, MN
02.2024 - 06.2025
- Authenticated callers with company IVR systems to determine the release of member Protected Health Information.
- Provided plan document interpretations for medical, dental, and vision benefits on high-profile and self-funded insurance policies.
- Provided accurate claim quotes on processed medical, dental, and vision claims.
- Educate callers on high-dollar and Stop Loss claim process workflows.
- Responded promptly to inquiries from call referrals from internal departments to resolve member and provider complex issues.
Remote Benefit REPRESENTATIVE
Willis Towers Watson
Minneapolis, MN
09.2023 - 11.2023
- Maintained client confidentiality according to HIPAA regulations at all times.
- Educated members on COBRA insurance, premium deadlines and acquired signatures for consent to continue benefits.
- Processed premiums with members from their checking or saving accounts.
- Assisted in checking patient's insurance eligibility prior to their appointment.
- Resolved issues with first call and escalated more complex issues to obtain necessary customer support.
Intake SPECIALIST
Midwest Disability P.A.
Minneapolis, MN
07.2023 - 07.2023
- Conducted initial intake interview to obtain client information, including biographical data, medical history, presenting problem, legal status, and other pertinent information.
- Determined eligibility for SSI, disability benefits, and worker’s compensation benefits.
- Responded to inquiries via phone, email, and internal communication web base.
- Printed, mailed and faxed medical request forms for potential clients for completion to determine medical necessity.
- Worked with law firm attorneys to gather patient medical records for hearings on case denials.
REMOTE EVALUATION SPECIALIST
Premier Disability Services, LLC
Minneapolis, MN
02.2020 - 09.2022
- Contacted potential clients to determine eligibility for Social Security Disability and SSI benefits.
- Successfully obtained sensitive client information to process attorney representation forms.
- Maintained members' records through the CRM system and Salesforce.
- Approved or denied client disability initial application process per company guidelines.
- Provided customers with resources for alternative solutions if the firm was not able to assist in representation.
Sales Associate
Victorias Secret Pink
Blaine, MN
11.2018 - 02.2020
- Processed customer transactions, returns, and exchanges via company point of sale system.
- Communicated with internal staff to meet daily company sales target goals.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Maintained a clean and organized checkout area.
- Sold various products by explaining unique features and educating customers on proper application or usage.
Education
High school Diploma -
Anoka High School
Anoka, MNSkills
- Organization
- Effective communication
- Conflict Resolution
- Facilitate training and delivery
- Building rapport
- Active Listening
Timeline
Customer Service Trainer
Meritain Health.
08.2025 - Current
Senior Customer Service Representative
Meritain Health.
02.2024 - 06.2025
Remote Benefit REPRESENTATIVE
Willis Towers Watson
09.2023 - 11.2023
Intake SPECIALIST
Midwest Disability P.A.
07.2023 - 07.2023
REMOTE EVALUATION SPECIALIST
Premier Disability Services, LLC
02.2020 - 09.2022
Sales Associate
Victorias Secret Pink
11.2018 - 02.2020
High school Diploma -
Anoka High School