Shalma Zavala
Las Vegas
Summary
Goal-oriented professional with 11 years proven customer relations experience. Recognized for enhancing customer satisfaction and building strong client relationships. Proficient in CRM software, data entry, complex issue resolution, and improving operational efficiency while consistently exceeding performance targets. Collaborative team player with strong communication and problem-solving abilities. Known for a proactive approach, adaptability, and commitment to delivering exceptional service and reliable results.
Overview
10
10
years of professional experience
Work History
Escalation Member Relations Specialist
Humana
Remote
03.2023 - Current
- Increased member satisfaction by addressing and resolving member escalated inquiries in a timely manner.
- Responded to member inquiries via telephone correspondence regarding insurance benefits, provider contacts, eligibility, and claims.
- Managed member accounts, maintaining accurate records and ensuring compliance with company policies.
- Collaborated with team members to streamline communication processes for improved service delivery.
- Maintained updated knowledge of ICD-10-CM, CPT, and DRG coding guidelines for accurate claim reading.
- Exceeded performance metrics through diligent work ethic and focus on result-driven tasks.
Claims Representative
Kemper Insurance
Remote
11.2020 - 01.2023
- Worked productively in a fast-moving environment to process large volume of auto claims.
- Developed strong relationships with clients, facilitating trust and open communication during the claims process.
- Communicated effectively with clients to gather necessary documentation.
- Took statement from insured, claimants. and witnesses to investigate claims
- Reviewed and processed claims using proprietary software systems
- Collaborated with adjusters to expedite claim resolutions.
Lead Collection Specialist
Credit Acceptance
Remote
03.2018 - 01.2020
- Mentored junior staff on best practices in debt collections, fostering a culture of continuous improvement.
- Managed high-volume collections portfolio, maintaining compliance with regulatory standards and company policies.
- Conducted regular training sessions with team on best practices in debt collection and fostering continuous professional operational.
- Created monthly reports detailing department progress towards reaching KPI's and identifying areas requiring further attention or improvement efforts.
Assistant Manager
Aldo Shoes
Las Vegas, NV
10.2015 - 03.2018
- Led daily operations, ensuring high standards of customer service and team performance.
- Developed training programs for new staff, enhancing onboarding efficiency and retention.
- Analyzed sales data to identify trends, guiding inventory management and product placement strategies.
- Collaborated with marketing teams to execute promotional campaigns, driving store traffic and revenue growth.
- Managed cash efficiently, ensuring accurate transactions, balancing drawers daily, and daily cash deposits submission to bank
Education
High School Diploma -
Advanced Technologies Academy
Las Vegas, NVSkills
- Fluent in multiple languages
- CRM software proficiency
- Member relations
- Member support
- Data entry
- Financial transactions
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Escalation Member Relations Specialist
Humana
03.2023 - Current
Claims Representative
Kemper Insurance
11.2020 - 01.2023
Lead Collection Specialist
Credit Acceptance
03.2018 - 01.2020
Assistant Manager
Aldo Shoes
10.2015 - 03.2018
High School Diploma -
Advanced Technologies Academy