Shalondra Woodard
Corinth,TX
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Agent Services Representative
Progressive Insurance
08.2022 - Current
- Followed up on department reports, contact information and missing enrollment and agent information.
- Provided accurate information by utilizing proper systems, department tools and product brochures.
- Delivered world-class customer service to internal and external customers.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Processed customer service orders promptly to increase customer satisfaction.
Data Center Specialist
Baylor Scott& White
02.2021 - Current
- Executed all operations to communicate patient appointments while preparing notes to conduct prospect testing.
- Performed all activities associated with professionally responding to incoming calls and electronic requests.
- Maintained a composed demeanor to calm upset clients while escalating priority issues for resolution.
- Improved customer satisfaction by addressing concerns promptly while restructuring the line for better functioning of cross-functional departments.
Lead Patient Care Coordinator
Alliance Walgreens Pharmacy
07.2019 - 02.2021
- Attended all inbound and outbound calls related to medication and pharmaceutical services.
- Provided documentation of all received calls while notifying urgent orders, shipment issues, complaints, and compliments to appropriate parties.
- Conducted test claims for specialty medication while creating financial assistance applications.
- Implemented new hire training to further develop skills and initiate discussions on task prioritization.
Pharmaceutical Sales Representative
Optum Rx
10.2016 - 06.2019
- Responded to incoming calls regarding benefit eligibility, prescription status, and general inquiries.
- Provided education to customers related to formulae, premiums, and order statuses.
- Documented required information in systems while asking questions to identify any issues.
- Performed data entry and made outbound calls while escalating drug-related issues to correct departmental functioning.
Customer Service Representative
Xerox Call Center
08.2014 - 10.2016
- Performed analysis and recommended suitable solutions to recover performance issues.
- Conducted regular audits and evaluated customer service quality while issuing period reports throughout the organization.
- Managed inbound calls and provided a one-call resolution to the reported problem.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
Education
Bachelor of Science - Social Work
Maryville University of Saint Louis
St Louis, MO05.2025
High School Diploma -
Rich Central High School
Olympia, IL01.2008
Skills
- Billing and Coding
- Customer Support Management
- Regular Audits
- Training New Staff
- Inbound-/Outbound Calls
- Conflict Resolution
- Prospect Testing
- Benefits eligibility
- Periodic Reports
- Pharmaceutical Service
Certification
- CMC - Certified Medical Coder
Timeline
Agent Services Representative
Progressive Insurance
08.2022 - Current
Data Center Specialist
Baylor Scott& White
02.2021 - Current
Lead Patient Care Coordinator
Alliance Walgreens Pharmacy
07.2019 - 02.2021
Pharmaceutical Sales Representative
Optum Rx
10.2016 - 06.2019
Customer Service Representative
Xerox Call Center
08.2014 - 10.2016
Bachelor of Science - Social Work
Maryville University of Saint Louis
High School Diploma -
Rich Central High School
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