Summary
Overview
Work History
Education
Skills
Timeline
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Shambra Woods

San Antonio,TX

Summary

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

8
8
years of professional experience

Work History

FNOL Representative

Mercury Insurance
08.2021 - 10.2023


  • Provided customer service support to policyholders, claimants, and agents over the phone or via email.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Prepared and reviewed insurance-claim forms and related documents for completeness.
  • Provided clear explanations of benefits, eligibility requirements, and applicable laws when communicating with customers.
  • Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.

Medical Receptionist

Pecan Valley Rehabilitation & Healthcare Center
03.2020 - 08.2021
  • Answered multi-line phone system and directed callers to requested personnel and departments.
  • Greeted patients and visitors to answer questions or refer inquiries to appropriate personnel.
  • Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.
  • Performed bookkeeping duties, preparing and sending financial statements or bills.

Night Auditor

Hilton
08.2019 - 05.2020
  • Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
  • Oversaw night auditing of daily room occupancy and hotel revenue.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Generated and printed daily financial reports to track hotel performance.
  • Looked over pending check-ins and payment processes to complete closing procedures.

Leasing and Marketing Assistant

Brundage Management Company
01.2019 - 08.2019
  • Responded to requests and scheduled appointments for property showings.
  • Registered clients on database to enable tracking history and maintain updated records.
  • Assisted in comparing properties for customers to find the appropriate size and locations to accommodate their unique needs
  • Processed payments for credit and debit cards and returned proper change for cash transactions.

Assistant Call Center Manager/Trainer

Transcom USA
08.2015 - 03.2018
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Trained and mentored 30 new personnel hired to fulfill various roles.

Education

Business Administration

San Antonio College
San Antonio, TX

High School Diploma -

Roosevelt High School
San Antonio, TX
06.2011

Skills

  • Leasing and Sales
  • Social Media Engagement
  • Business Processes and Procedures
  • Event Planning
  • Office and Team Management
  • Telephone Reception
  • Records Management
  • Technical Troubleshooting

Timeline

FNOL Representative

Mercury Insurance
08.2021 - 10.2023

Medical Receptionist

Pecan Valley Rehabilitation & Healthcare Center
03.2020 - 08.2021

Night Auditor

Hilton
08.2019 - 05.2020

Leasing and Marketing Assistant

Brundage Management Company
01.2019 - 08.2019

Assistant Call Center Manager/Trainer

Transcom USA
08.2015 - 03.2018

Business Administration

San Antonio College

High School Diploma -

Roosevelt High School

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Shambra Woods