Shakeirra James

• Responded to inbound calls and chats assisting customers with account access and technical concerns.
• Identified customer needs and provided appropriate solutions to resolve issues efficiently.
• Updated customer profiles and ensured accurate documentation of all interactions.
• Maintained professionalism and empathy when assisting frustrated customers.
• Consistently met performance metrics and quality standards.
• Remote

• Serve as the first point of contact for customers, assisting with account issues and technical concerns.
• Troubleshoot connectivity, server-related, and account issues using structured tools and resources.
• Guide customers through solutions while maintaining clear, professional, and empathetic communication.
• Document customer interactions and update account profiles in CRM systems.
• Manage high call volumes while meeting performance and customer satisfaction metrics.
• Remote

• Responded to customer calls assisting with account questions and service concerns.
• Used internal tools and systems to guide customers through solutions.
• Maintained accurate records of customer interactions and updates.
• Managed multiple systems while handling live customer calls.
• Provided consistent, high-quality customer service.
• Remote

• Handled inbound calls and assisted customers with account and service questions.
• Maintained accurate records and documentation of all interactions.
• Provided clear and helpful information to customers.
• Demonstrated patience and professionalism when assisting customers.
• Met call center performance expectations.

Executed filing of federal IDR and payment determinations for insurance companies and providers.

Organized and archived open and closed cases to maintain systematic records.

Executed independent and collaborative efforts to guarantee timely task completion.

Direct calls to appropriate internal departments as needed; assist in resolving customer complaints or quality-related issues.

Executed clerical tasks encompassing typing, filing, proofreading, emailing, and documentation management.