Shakela Cuthbertson
Jacksonville,NC
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Direct Support Professional
A Caring Heart Case Management Inc
2024.05 - Current
- Assist individuals with intellectual and developmental disabilities with their everyday needs
- Help these individuals reach their highest and full potential based on each individual goals and needs
Customer Experience Associate
Conduent
2023.11 - 2024.05
- Assist potential and existing patients with receiving their medication through a pharmaceutical company patient assistant program
- Advise of all eligibility requirements of the patient assistance program
- Input all received data from all documentation in order to process the patient's application.
Travel Consultant
American Express
2022.12 - 2023.11
- Assist Card Members with flight, hotel, car rental bookings
- Advise card members of there platinum card benefits and answer any additional platinum card questions the card member may have
- Assist with any changes to any reservations or bookings that the card members are interested in making while also advising them of all changes and cancellation policies.
Call Center Associate
ResultsCX
2021.04 - 2022.12
- Provide excellent service to our Wellcare in network providers by responding to all inquiries via telephone and written correspondence in a timely and appropriate manner
- Initiate all medical prior authorizations requests both written and via telephone within an efficient and professional manner.
Non Licensed Insurance Agent / CSR
Everise C3
2020.09 - 2021.03
- Provided excellent customer service to the members of Humana Medicaid and Careplus Insurance by assisting with OTC (over the counter) orders through mail order
- Provided order status of members mail order packages.
Direct Support Professional
RHA Health Services
2018.09 - 2020.09
- Assist individuals with intellectual and developmental disabilities with their everyday needs
- Help these individuals reach their highest and full potential based on each individual goals and needs.
Cap Team 2 Associate
Walmart
2016.07 - 2018.09
- Unloaded general and grocery freight truck
- Sorted freight on carts and pallets by department
- Stocked products neatly and in a timely manner
- Assisted customers with their shopping needs.
Assembly Operator
Moen
2015.09 - 2016.03
- Assembled faucets in a orderly and timely manner
- Packed assembled product and stacked boxes on pallets in preparation for shipping.
Customer Service Representative/Call Center
TrialCard, Inc
2014.10 - 2015.08
- Provided customers with information regarding their prescription
- Assisted customers with the activation and use of their prescription discount card.
PCA
Xerox
2013.12 - 2014.10
- Conduct data entry, process prescription refills, process billing information and provide drug coverage information for members.
Phone Interviewer/ Data Collector (Contract)
RTI International
2013.10 - 2013.11
- Collect data for several different projects and surveys conducted by RTI International (Call Center)
CSR
Yes U Can Rent A Car Inc
2013.02 - 2013.10
- Took inbound calls from current and potential customers regarding rental availability
- Excepted payments from current customers and deposits from new customers
- Filed customers information as well as made outbound calls to customers regarding payments and extensions.
Education
High School Diploma -
New Bern High School
New Bern, NC06.2010
Skills
- Case Management
- Customer service
- Computer networking
- Sales
- Critical Thinking
- Active Listening
- Communication skills
- Data entry
- Customer support
- Computer Proficiency
- Complaint Handling
- Complaint resolution
- Call Management
- Call management software
- Multitasking Abilities
- Microsoft Office
- Product Knowledge
Certification
ADULT FIRST AID/CPR AED
Timeline
Direct Support Professional
A Caring Heart Case Management Inc
2024.05 - Current
Customer Experience Associate
Conduent
2023.11 - 2024.05
Travel Consultant
American Express
2022.12 - 2023.11
Call Center Associate
ResultsCX
2021.04 - 2022.12
Non Licensed Insurance Agent / CSR
Everise C3
2020.09 - 2021.03
Direct Support Professional
RHA Health Services
2018.09 - 2020.09
Cap Team 2 Associate
Walmart
2016.07 - 2018.09
Assembly Operator
Moen
2015.09 - 2016.03
Customer Service Representative/Call Center
TrialCard, Inc
2014.10 - 2015.08
PCA
Xerox
2013.12 - 2014.10
Phone Interviewer/ Data Collector (Contract)
RTI International
2013.10 - 2013.11
CSR
Yes U Can Rent A Car Inc
2013.02 - 2013.10
High School Diploma -
New Bern High School
ADULT FIRST AID/CPR AED
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