Shallayda McCrimmion
Tampa
Summary
Professional with strong expertise in service support. Known for delivering impactful results through effective problem-solving and communication skills. Team-focused with flexible approach to adapt to changing needs. Strong background in customer relations, technical troubleshooting, and process improvement. Reliable team player who values collaboration and efficiency.
Overview
6
6
years of professional experience
Work History
Service Support Specialist
Metrohm USA
Riverview, FL
09.2022 - Current
- Developed and maintained comprehensive documentation for troubleshooting procedures and customer interactions.
- Collaborated with cross-functional teams to resolve complex service issues efficiently and effectively.
- Managed inventory levels using ERP systems to optimize material flow and reduce shortages.
- Collaborated with vendors to forecast material needs, enhancing planning accuracy and reducing lead times.
Claims Customer Service Representative
US Imaging Network
Tampa, FL
07.2022 - 09.2022
- Educated clients on policy coverage and claims procedures, enhancing overall customer satisfaction.
- Analyzed claim data to identify trends and recommend process improvements for operational efficiency.
- Reduced errors in claim submissions by providing clear guidance to policyholders on required documentation and information needed for processing.
- Demonstrated adaptability in managing a diverse range of claim types across multiple insurance products while maintaining high-quality standards throughout the process.
Trusted Referee (Video Support)
ID.me
Tampa, FL
06.2021 - 07.2022
- Conducted live video customer support sessions to resolve identity verification issues
- Reviewed and verified customer documentation while adhering to regulatory and compliance standards
- Explained verification steps and system requirements clearly to reduce customer confusion
- Maintained performance metrics related to quality assurance, accuracy, and productivity
- Adapted quickly to procedural updates while maintaining high customer service standards
Customer Service Representative
Progressive Casualty Insurance
Riverview, FL
10.2020 - 05.2021
- Handled inbound customer calls related to insurance policies, billing, coverage, and account updates
- Resolved escalated customer concerns through effective problem-solving and de-escalation techniques
- Maintained strong knowledge of insurance products to deliver accurate customer guidance
- Documented customer interactions and updates accurately within CRM systems
- Analyzed customer feedback to identify service gaps and recommend improvements
Education
High School Diploma -
Hillsborough High School
Tampa, FLSkills
- Customer Service & Support
- Call Center Operations
- Customer Retention
- Conflict De-escalation
- Attention to detail
- Claims Processing
- Technical Support
- Account Management
- CRM Systems
- Ticketing Systems
- SLA Compliance
- Data Entry
- Documentation Accuracy
- Multitasking
- Quality Assurance
- Cross-Functional Collaboration
- Process Improvement
- Written & Verbal Communication
- ITIL framework
- Software troubleshooting
Timeline
Service Support Specialist
Metrohm USA
09.2022 - Current
Claims Customer Service Representative
US Imaging Network
07.2022 - 09.2022
Trusted Referee (Video Support)
ID.me
06.2021 - 07.2022
Customer Service Representative
Progressive Casualty Insurance
10.2020 - 05.2021
High School Diploma -
Hillsborough High School