Summary
Work History
Education
Skills
Timeline
Generic

Shakera Edwards

Henderson

Summary

Customer Service Representative with 6+ years of remote experience bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills.

Enhances customer experiences by employing service-oriented behaviors,

understanding customer desires, and providing customized solutions to build

loyalty.

Work History

CNA

Inomancy Home Care
08 2016 - Current
  • Provide adjunct care by administering enemas, douches, non-sterile dressings, surgical preps, ice packs, heat treatments, therapeutic baths and applying restraints.
  • Promot good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Assist with feeding and monitored intake to help patients achieve nutritional objectives.
  • Maintain work operations by following policies and procedures .
  • Assist patients with daily living activities, promoting independence and dignity.

Claims Benefit Specialist

CVS/caremark
06 2023 - 09 2024
  • Enhanced claim processing by streaming workflows and implementing best practices.
  • Reviewed policy coverage details thoroughly before making determinations on benefits eligibility for each unique claim scenario presented.
  • Handled sensitive claimants personal information with discretion, maintaining confidentiality at all times during the claim process.
  • Resolved complex claim issues for improved customer satisfaction and reduced claim backlog.
  • Facilitated communication between departments, ensuring timely resolution of outstanding claims.
  • Contributed to team success by sharing expertise on complex cases and collaboration on strategies to increase efficiency in case management tasks.

Customer Service Representative

Xerox
09 2015 - 12 2019
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated 150+ calls and emails weekly with 98% satisfaction rating.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services and company information.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Maintained detailed records of customer interactions, contributing to a comprehensive database for future reference.


Education

GED - Education

Vance-Granville Community College
12.2010

Skills

  • Medical Knowledge
  • Problem-Solving
  • Excellent verbal and written
  • Communication skills
  • Confidentiality handling
  • Multitasking Abilities
  • Customer Service
  • Active Listening
  • Microsoft Office
  • Policy Interpretation
  • Benefits Administration
  • Prior authorization processing

Timeline

CNA

Inomancy Home Care
08 2016 - Current

Claims Benefit Specialist

CVS/caremark
06 2023 - 09 2024

Customer Service Representative

Xerox
09 2015 - 12 2019

GED - Education

Vance-Granville Community College

Similar Profiles

CREATE PROFILE