Summary
Overview
Work History
Education
Skills
Timeline
Generic
SHAKINA PRINCE

SHAKINA PRINCE

Murfreesboro,TN

Summary

Experienced Customer Service Supervisor bringing 4 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

11
11
years of professional experience

Work History

Operations Supervisor

Maximus
03.2022 - 02.2023
  • Supervised and developed 25 direct reports and oversee team's daily operations, ensuring adherence to quality standards, deadlines, and proper procedures.
  • Built and developed employee talent to drive engagement, resulting in advancement within company.
  • Created, recommended and implemented policies and procedures for operational and staffing resources.
  • Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
  • Motivated and trained employees to maximize team productivity.
  • Scheduled call center staff to meet operational needs whilst remaining under budget.
  • Collaborated with training team to boost product support and certification training initiatives.
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
  • Trained team members on performance metrics and consumer behavior identification.
  • Managed internal operational standards and productivity targets.

Appeals Hearing Coordinator

Maximus
06.2021 - 02.2022
  • Processed, recorded, and responded daily to a minimum of 50 appeal grievances from Claimants and Employers by applying critical thinking, and independent judgment.
  • Performed data entry tasks with accuracies.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Verified client information by analyzing existing evidence on file.
  • Processed and recorded new policies and claims.
  • Reviewed outstanding requests and redirected workloads to complete projects on time.
  • Prepared insurance claim forms or related documents and reviewed for completeness.
  • Implemented appeals functions, policies and procedures and documentation.
  • Learned and adapted quickly to new technology and software applications.

Call Center Supervisor

BroadPath Healthcare Solutions
09.2019 - 11.2020
  • Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Used automated call center customer survey and tracking system to gain valuable feedback for continuous improvement efforts.
  • Led daily team meetings to review performance, set targets and motivate staff.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Recruited, trained and onboarded new agents, maintaining exceptional service standards.
  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.

Member Service Representative

BroadPath Healthcare Solutions
11.2018 - 09.2019
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
  • Cross-trained in different internal databases and service positions to help team members meet coverage demands.
  • Handled client inquiries with exceptional professionalism and enthusiasm.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Reviewed new account applications to verify eligibility of prospective members.
  • Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
  • Responded to customer calls and emails to answer questions about products and services.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Apple Care Advisor

Transcom
08.2018 - 11.2018
  • Trained daily to excel using Apple Care applications (i Log, ICST, iDesk)
  • Exceeded customer satisfaction by finding creative solutions to problems
  • Motivated and encouraged team members to communicate more openly and constructively with each other
  • Supported customers with online billing, access and account issues
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Upheld confidentiality requirements and regulatory compliance guidelines.

Customer Service Specialist II

Aflac
12.2011 - 10.2015
  • Trained new employees on procedures and policies to maximize team performance.
  • Answered customer questions and addressed concerns, resulting in 55% reduction in complaint calls.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Led team engagement to assist cross-functional departments and achieve goals.
  • Complied with company policies and procedures by encouraging positive and effective work environment among employees.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Reinforced established quality control standards and followed procedures for optimal customer interactions.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Maintained and managed customer files and databases.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.

Education

Bachelor of Science - Criminal Justice

University of Arkansas Grantham
Little Rock, AR
02.2025

Associate - Criminal Justice

Grantham University
02.2015

Skills

  • Team Management and Supervision
  • Process Improvement Strategies
  • Critical thinking
  • Advanced MS Office Suite
  • Motivational leadership
  • Staff development and training
  • Adaptable and resilient
  • Coaching and Mentoring
  • Quality Assurance
  • Staff Scheduling
  • Accuracy and Efficiency in Documentation
  • ERP Systems
  • Key Performance Indicators (KPIs)
  • Customer Relationship Development

Timeline

Operations Supervisor

Maximus
03.2022 - 02.2023

Appeals Hearing Coordinator

Maximus
06.2021 - 02.2022

Call Center Supervisor

BroadPath Healthcare Solutions
09.2019 - 11.2020

Member Service Representative

BroadPath Healthcare Solutions
11.2018 - 09.2019

Apple Care Advisor

Transcom
08.2018 - 11.2018

Customer Service Specialist II

Aflac
12.2011 - 10.2015

Bachelor of Science - Criminal Justice

University of Arkansas Grantham

Associate - Criminal Justice

Grantham University

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SHAKINA PRINCE