Shana Thomas
Baton Rouge,LA
Summary
Dedicated and compassionate Client Care Specialist with a proven track record in client care and pet welfare. Adept at providing exceptional service to diverse clientele, ensuring positive experiences in fast-paced environments. A drive to increase return-to-home rates and reduce the length of stay for pets in the shelter.
Overview
11
11
years of professional experience
Work History
Client Care Specialist
Companion Animal Alliance
Baton Rouge, LA
01.2022 - Current
- Handling diverse interactions via phone, email, and in-person to ensure positive experiences for all member of the public and the animals in our care.
- Complete the initial admission process for all animals entering the shelter, ensuring efficient and compassionate handling throughout the process.
- Utilize safe, low-stress handling techniques in accordance with Fear Free guidelines while reading animal behavior of various species, sizes, and temperaments.
- Engage potential adopters in respectful conversations while actively listening, offering educated recommendations of available animals and resources based on knowledge gained during conversation.
- Reuniting families with their missing animals, demonstrating an understanding of appropriate redemption fees and completing redemption paperwork.
Patient Account Coordinator 2
Lincare, Inc
Oklahoma City, OK
07.2017 - 08.2021
- Facilitated clear communication between patients, equipment centers, and insurance companies to resolve discrepancies and maintain positive relationships.
- Obtain payer requirements for timely adjudication of Medicare and Medicaid claims and file claims with appropriate documentation attached.
- Initiate review/appeals process on disputed claims.
- Demonstrate knowledge base of all IBMi software functions to advance to Level III/access to LITE.
- Verify, adjust, and update Accounts Receivable (A/R) according to correspondence received from insurance companies.
- Maintain and communicate payer coverage/guideline changes/updates.
Package Handler/Mentor
United Parcel Service, UPS
Oklahoma City, OK
06.2016 - 05.2018
- Improved package handling efficiency by implementing proper sorting and organizing techniques.
- Loaded and unloaded materials onto and off of trucks for fast shipment.
- Provided mentorship to newly hired handlers, educating them on loading and unloading safety, navigation protocols, wellness tips, and demonstrating quality loading procedures.
Account Control Representative
Hertz Corporation
Oklahoma City, OK
05.2013 - 05.2017
- Processed new auto and equipment loss reports, accessing multiple programs and computer systems to obtain necessary data for claims processing.
- Reviewed claims, obtained repair estimates, and collected photos to provide documents to insurance companies for investigations.
- Communicated professionally via email and telephone with insurance adjusters, Hertz renters, and law firms representing customers or claimants.
Education
No Degree - General Education
Oklahoma State University - Oklahoma City
Oklahoma City, OKHigh School Diploma -
Capitol Hill High School
Oklahoma City, OK05.2005
Skills
Client Communication
Data Entry and Management
Problem Solving
Attention to Detail
Multi-tasking
Team Collaboration
Microsoft Word, Excel
Google Docs, Google Sheets
Timeline
Client Care Specialist
Companion Animal Alliance
01.2022 - Current
Patient Account Coordinator 2
Lincare, Inc
07.2017 - 08.2021
Package Handler/Mentor
United Parcel Service, UPS
06.2016 - 05.2018
Account Control Representative
Hertz Corporation
05.2013 - 05.2017
No Degree - General Education
Oklahoma State University - Oklahoma City
High School Diploma -
Capitol Hill High School