Shakena Robertson
El Mirage,AZ
Summary
Dynamic leader with a strong background in guiding teams, managing complex projects, and achieving strategic objectives. Proven ability to develop streamlined processes that maintain high standards while aligning team efforts with organizational goals. Recognized for a collaborative approach that fosters teamwork and a commitment to excellence. Skilled in navigating challenges and delivering results that enhance overall performance and productivity.
Overview
16
16
years of professional experience
Work History
Member Service Representative
Medical Transportation Management
Phoenix, AZ
10.2025 - Current
- Managed member inquiries through phone, email, and chat, ensuring timely and accurate responses.
- Assisted in the enrollment process for new members, verifying eligibility and completing necessary documentation.
- Monitored and resolved service issues by coordinating with relevant departments for quick resolutions.
- Maintained comprehensive records of member interactions and feedback for continuous improvement.
- Facilitated communication between members and internal teams to resolve complex issues effectively.
- Utilized customer relationship management software to track member interactions and service requests.
- Maintained up-to-date knowledge of company services and products to provide accurate information to members.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Verified HPPIA customer identification and documentation for compliant transactions.
CCR Operator
Securtias Security Services
El Mirage, AZ
07.2025 - Current
- Monitored premises to ensure safety and security of personnel and property.
- Conducted regular patrols to identify and address potential security risks.
- Watched different facility areas from central location via different CCTV feeds, obtaining maximum coverage of important areas.
- Completed full building and grounds patrols every [Timeframe] to spot and investigate concerns.
- Maintained proper functioning of security equipment by performing regular checks and reporting issues promptly for repair or replacement.
- Patrolled parking lots and garages to determine security of vehicles and property.
- Conducted safety checks, inventory checks and security assessments to apply protective measures.
Customer Service Advocate
Progress residential
Tempe, AZ
05.2024 - 10.2025
- Identified potential opportunities for product improvement by analyzing customer data trends.
- Maintained detailed records of customer interactions for future reference and follow up actions.
- Demonstrated strong communication skills while interacting with customers via phone, email, chat or in-person.
- Represents the company with professionalism, serving as the primary point of contact in the physical field office.
- Oversees case queue assignments, ensuring all resident inquiries and concerns are assigned, tracked, and resolved in a timely manner.
- Handles resident phone calls and emails, providing accurate information or directing them to the appropriate department for further assistance.
- Addresses and resolves minor resident concerns or disputes.
- Confirms lease has been signed and all move-in funds have been collected prior to the move-in date.
- Confirms new resident orientation appointments and ensures home is ready for move-in, including tracking any vacant work orders.
- Performs new resident orientation call for assigned move-ins.
- Orients new resident to their home and provides key information such as rental payment options, service request submissions, and contact information.
- Sets expectation with new residents on their responsibilities as a Progress Residential resident, as well as the Company's responsibility to them.
- Completes the New Move-in Checklist and all corresponding duties.
- Reviews the move-in inspection with the resident, including sending to the resident and following up on the resident attestation.
- Completes move-in follow-up calls.
- Manages office supply inventory and acts as the point of contact for any office maintenance issues.
- Assists residents with in-person payments at physical office location.
- Posts various notices at homes, as needed.
- Conducts occupancy and utility checks, as needed.
- Carry out other duties as assigned that are in the best interests of the customers and the company.
- Prioritized tasks based on urgency and importance to meet tight deadlines efficiently.
- Provided excellent customer service and support to customers by responding promptly to inquiries, resolving issues and managing expectations.
- Monitored incoming calls, emails, chats for escalated cases requiring special attention.
SOC Security
GardaWorld Security
Mesa, AZ
07.2024 - 06.2025
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Managed time efficiently in order to complete all tasks within deadlines.
- Supervised daily security operations, ensuring adherence to safety protocols and procedures.
- Conducted regular site inspections to identify potential security risks and implement corrective measures.
- Oversaw team of security officers and managed scheduling and performance evaluations.
- Recorded incident reports with detailed accounts of occurrences.
- Maintained detailed logs of daily activities, providing accurate records for management review.
- Resolved conflicts among employees or visitors professionally, promoting a safe and harmonious environment.
- Wrote and submitted daily reports on security team operations.
Security Officer
Allied Universal Security Services, Systems and Solutions
Phoenix, TX
01.2023 - 07.2024
- Monitored premises to ensure safety and security of personnel and property.
- Responded promptly to incidents, conducting thorough investigations and reporting findings.
- Collaborated with law enforcement during emergencies to maintain order and safety.
- Conducted regular patrols, identifying potential security risks and implementing preventive measures.
- Utilized surveillance equipment to monitor activities and investigate suspicious behavior.
- Implemented improved security measures based on incident analysis and feedback.
- Directed guests around building and answered accessibility questions.
- Responded quickly to incidents and assessed active situations for security concerns.
- Maintained detailed reports of daily activities, incidents, and irregularities for management review.
- Patrolled commercial property and associated parking garage.
Benefit Insurance Specialist
Evolent Health
Bedford, TX
11.2018 - 12.2022
- Provide analytical support on policy issues and topics that impact the contractual recommendations.
- Processing medical treatment requests in accordance with departmental policies, regulatory requirements.
- Routinely contact the physician's offices, Health Plans, or patients to complete medical treatment requests.
- Resolves or escalates incoming telephone, fax, and email inquiries regarding authorization request status.
- Reviewed claims documents for accuracy prior to submission for payment processing.
CS Professional - Credit Specialist
Dialog Direct
Fort Worth, TX
12.2014 - 03.2018
- Managed the credit evaluation process, including reviewing and analyzing credit applications and financial statements to assess creditworthiness.
- Developed and maintained credit policies and procedures to ensure consistent and fair credit practices.
- Conducted thorough credit investigations, including checking credit histories, financial backgrounds, and payment patterns to make informed lending decisions.
- Collaborated with sales and customer service teams to resolve credit-related issues and disputes, ensuring timely and effective resolution.
- Monitored and managed accounts receivable, including tracking overdue accounts and implementing collection strategies to minimize bad debt.
- Prepared and presented detailed credit reports and recommendations to senior management for approval on high-risk accounts or large credit limits.
- Ensured compliance with company credit policies, industry regulations, and legal requirements.
- Provided guidance and training to junior credit staff on best practices and credit assessment techniques.
- Handled escalated customer service inquiries from clients regarding their credit accounts.
- Analyzed credit reports to identify potential risks associated with granting credit.
- Researched customer disputes in order to resolve billing issues promptly.
Customer Care Associate
Vision Home Health
Garland, TX
01.2010 - 11.2014
- Processed Review of Service Request notifications that do not require certification of medical necessity.
- Promptly transfer Review of Services calls which cannot be completed via the formal script to a Clinical First Level Reviewer or Medical Reviewer for completion.
- Maintained strong relationships with customers through telephone contact, written correspondence, electronic messaging, and onsite visits.
- Completed outbound calls to customers to resolve complex benefit, eligibility, premium, pharmacy, claims or other related issues.
- Documented and coded accurately all inquiries/concerns.
Education
Diploma - Clinical Medical Assisting
Everest college
Dallas, Texas11.2013
High School Diploma - US
Texan Can Academy
Dallas, TX01.2012
Skills
- Advanced communication proficiency
- Timely task completion
- Optimized customer experience solutions
- Data management expertise
- Analyzed complex issues and implemented innovative solutions to improve overall performance
- Effective email communication
- Assisted users with technical inquiries, ensuring efficient troubleshooting and timely resolution of problems
- Managed data entry operations, maintaining high standards of accuracy and attention to detail
- Data analysis for strategic insights
- Achieved high levels of customer satisfaction through effective management of inbound and outbound calls Enhanced communication processes to drive positive client interactions Streamlined call operations to improve response times and service quality
Timeline
Member Service Representative
Medical Transportation Management
10.2025 - Current
CCR Operator
Securtias Security Services
07.2025 - Current
SOC Security
GardaWorld Security
07.2024 - 06.2025
Customer Service Advocate
Progress residential
05.2024 - 10.2025
Security Officer
Allied Universal Security Services, Systems and Solutions
01.2023 - 07.2024
Benefit Insurance Specialist
Evolent Health
11.2018 - 12.2022
CS Professional - Credit Specialist
Dialog Direct
12.2014 - 03.2018
Customer Care Associate
Vision Home Health
01.2010 - 11.2014
Diploma - Clinical Medical Assisting
Everest college
High School Diploma - US
Texan Can Academy