Shameka Mckenzie
Arlington,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
WebTPA
12.2015 - 01.2024
- Possesses exceptional communication skills, and built effective relationships with the customers by researching the members history to give out accurate medical benefits and claim status .
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- A collaborative team member with strong critical thinking abilities, sound judgment, and the capability to work independently with minimal supervision
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Lead customer service representative
EMSI
10.2013 - 12.2015
- Improved first-call resolution rates by implementing troubleshooting guides for common issues faced by customers.
- Responded proactively and positively to rapid change.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
Customer Service Rep
Novo 1
10.2010 - 11.2012
- Provides outstanding customer service to clients related claim status, and benefits, while meeting the company targets
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Volt
12.2009 - 09.2010
Skills
- Microsoft Excel
- Building rapport
- Customer satisfaction measurement
- Prioritization
References
Available upon request
Timeline
Customer Service Representative
WebTPA
12.2015 - 01.2024
Lead customer service representative
EMSI
10.2013 - 12.2015
Customer Service Rep
Novo 1
10.2010 - 11.2012
Volt
12.2009 - 09.2010
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