SHAMETRIA SPENCER
Austin,Texas
Summary
Results-driven professional with a proven track record in financial underwriting, risk management, and customer service. Highly skilled in time management, credit analysis, and process improvement. Consistently recognized for surpassing production and quality goals, developing quality control templates, and enhancing operational efficiencies. Demonstrated ability to prioritize tasks, analyze complex financial data, and drive organizational change.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Inbound Contact Representative3
Humana
08.2023 - Current
- Efficiently handle incoming calls for GO365 Medicare/Medicaid members.
- Exhibited professionalism and empathy while contributing toward team call-handling objectives.
- Acknowledged with numerous KOBDs by members commending outstanding service.
- Contributed to maintaining SLAs by supporting the GBO chat team during predicted peak periods.
- Analyzed compromised Medicare and Medicaid member accounts for fraudulent activity.
- Assessed preliminary loss data and supporting files to establish acceptable compensation.
- Collaborated with Privacy, Ethics, and Access Management teams to ensure compliance with privacy regulations.
- Prioritized case load and ticket escalations to address members' technical support issues and order inquiries.
- Collaborate with Consumer operations by providing representative feedback to help identify training opportunities across multiple LOBs, driving efficiencies, which resulted in rethinking routine and sparked enterprise-wide change.
- Received the Star Award for project contributions as a Fraud Escalation Specialist.
Financial Underwriting Representative3
Humana
07.2020 - Current
- Prepares a variety of financial reports for small business accounts, for both current and new businesses.
- Reviewed risk, past losses, and claims of new business opportunities.
- Interpret competitors’ renewal packages to analyze current and future risk, and establish a competitive quote.
- Developed and maintained internal and external sales and broker relationships by effectively communicating, ensuring underwriting compliance with company policies, and industry regulations.
- I consistently exceeded both production and quality goals, for which I received a Star Award.
- Applying quantitative mathematical reasoning to provide competitive medical, dental, life, and vision quotes.
- Developed a quality control template, which increased peak season LTE’s quality by 15%.
Operations Analyst
Bank of America (Office of the President)
05.2001 - 03.2015
- Responsible for the day-to-day resolution of complex financial cases and grievances.
- Performed an in-depth analysis of major transactions across various sectors.
- Reviewed customer accounts for unusual activity or patterns indicative of potential fraud risks, flagging concerns for further investigation.
- Assisted in the development of internal controls, enhancing overall security measures against various types of fraud schemes.
- Served as a subject matter expert on regulatory compliance requirements pertaining to fraud and risk management initiatives.
- Participated in industry conferences and networking events, staying informed on emerging trends and forging connections with fellow professionals in the field.
- Executing written responses for Consumers, Attorney Generals, Office of Comptroller of Currency, and Legal Counsel.
- Receiving global recognition awards highlighting quality achievements, team contributions, and successes.
Education
Hospitality, Restaurant, Culinary, and Catering Management/Manager
The Art Institutes
01.2008
Skills
- Time Management
- Strong attention to details
- Process Improvement
- Organizational Skills
- Creative problem-solving
- Mortgage Banking
- Risk Pool Management
- Credit Analysis
Certification
- Six Sigma Green Belt - Bank of America
- Toast Masters - Verbal Communications Certificate
Affiliations
IMPACT NRG Ambassador - Sub Committee Chair for Member Experience
Women’s NRG
WEBSITE, PORTFOLIO AND PROFILES
https://www.linkedin.com/in/shametria-sam-spencer-black-a0b4426a
Timeline
Inbound Contact Representative3
Humana
08.2023 - Current
Financial Underwriting Representative3
Humana
07.2020 - Current
Operations Analyst
Bank of America (Office of the President)
05.2001 - 03.2015
Hospitality, Restaurant, Culinary, and Catering Management/Manager
The Art Institutes
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