Shamir Brown
Stonecrest ,Ga
Summary
Customer Service Professional | Business Health Technology Student
With five years of experience in customer service, I have held roles as a Customer Service Advocate, training new advocates, and handling tax-related inquiries with EFTPS. My experience also includes working in collections for a reputable agency, managing email and chat communications, and delivering effective solutions to clients. Additionally, I have worked in the healthcare field with United Healthcare Group and Optum, applying my knowledge of medical terminology. Currently pursuing a degree in Business Health Technology with a GPA of 3.8 and honored on the Dean’s List, I have completed courses in Business, Introduction to Business, and Computer Applications. I am proficient in Microsoft Office, including Excel, and possess strong typing skills.
Overview
5
5
years of professional experience
Work History
Member Service Advocate
United Health Group, Optum
11.2023 - Current
- Promoted a positive work environment through teamwork, open communication, and excellent customer service skills.
- Developed strong relationships with members by providing personalized support and assistance.
- Mentored junior advocates by sharing best practices, fostering professional growth within the team.
- Provided comprehensive onboarding for new members, resulting in a seamless transition into the organization.
- Trained new Member Service Advocates on company policies and procedures, leading to consistent service delivery across the team.
- Managed high call volumes while maintaining exceptional service quality and professionalism.
- Handled sensitive member information responsibly, adhering strictly to privacy regulations and guidelines.
- Exceeded performance metrics by efficiently managing tasks and prioritizing workload.
- Verified customer identification and documentation for compliant transactions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
United Collection Bureau
11.2023 - 07.2024
- Account Management
- Managed overdue accounts, contacting debtors to negotiate payment terms, and securing payment
- Ensured adherence to FDCPA and other regulations
- Reached out to insurance companies while working in the medical department for late hospital bills
Customer Support Specialist
Teleperformance
08.2022 - 10.2023
- Company Overview: EFTPS (Electronic Federal Tax payment system)
- Provided support to customers via phone, email, and live chat
- Resolved customer issues and escalated critical issues to management
- Worked on a team to ensure excellent customer service and high customer satisfaction rates
- Demonstrated excellent communication and problem-solving skills
- Provided excellent customer service and assisted customers with tax related concerns
- EFTPS (Electronic Federal Tax payment system)
Call Center Associate
Teleperformance
02.2020 - 07.2022
- Company Overview: working for AT&T & Coinbase with Teleperformance
- Handled a high volume of incoming calls from customers and provided exceptional customer service
- Assisted customers with inquiries and concerns regarding their accounts and products
- Effectively handled and resolved customer disputes and complaints
- Consistently met and exceeded performance targets
- Working for AT&T & Coinbase with Teleperformance
Education
Diploma -
Redan High School
01.2018
Skills
- Active listening
- Strong communication skills
- Excellent customer service skills
- Ability to manage high volume of incoming calls
- Ability to navigate multiple systems
- Ability to work independently
- Discipline
- Motivation
- Proficient in computer knowledge
- Typing at least 50 wpm
- Experience in a work from home environment
- Demonstrated problem-solving skills
- Strong attention to detail
- Ability to work flexible schedules
- Exceptional organizational skills
- Time management skills
- Data entry proficiency
- Complaint handling
- Strong interpersonal skills
- Customer service
- Customer support
- Relationship building
- Banking
- Sales strategy
- Document processing
- Payment processing
- Issue resolution
- Workflow optimization
- Healthcare
- Membership renewals
- Teamwork and collaboration
- Problem-solving skills
- Attention to detail
- Medical terminology
- MS office
- Time management
- Team collaboration
- Documentation and reporting
- Data entry
- Quick typing
- Empathy display
- Performance tracking
- Email scheduling
- Email campaign management
- Email strategy development
- Email analytics
Timeline
United Collection Bureau
11.2023 - 07.2024
Member Service Advocate
United Health Group, Optum
11.2023 - Current
Customer Support Specialist
Teleperformance
08.2022 - 10.2023
Call Center Associate
Teleperformance
02.2020 - 07.2022
Diploma -
Redan High School