Shana Walker-Hunt
Customer Care Representative II
Phoenix,AZ
Summary
Successful Customer Service Representative with 15+ years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
10
10
years of professional experience
Work History
Customer Care Representative II
Matrix Absence Management Inc.
05.2023 - Current
- Assisted employees with their requests for Leave of Absence, Short-Term Disability, Long-Term Disability, etc
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Responded to customer needs through competent customer service and prompt problem-solving.
Customer Service Representative (Contract)
Insight Global
11.2022 - 03.2023
- Reached out and followed-up with prospective renters via text to generate leads
- Created and updated accounts in Salesforce to track client communications and sales data
- Administered friendly customer service about rental units and policies to provide positive customer experience
- Scheduled tours, processed applications, and updated tenant accounts in company database to maintain proper records.
Customer Service Representative (Contract)
Collabera
08.2021 - 10.2021
- Reviewed prior authorizations for Cigna clients by evaluating medical records and physician recommendations
- Utilized accurate data entry to update patient profiles and track authorization process
- Conducted email communications, answered inbound calls, and placed outbound calls to coordinate services.
Eligibility Interviewer
State of Arizona
04.2018 - 08.2020
- Provided quality customer service by educating applicants and participants on services from state public assistance programs
- Evaluated information obtained from clients and cross-referenced for accuracy to determine eligibility for assistance
- Conducted phone interviews with clients to determine level of benefits and verify personal information using professional business etiquette
Financial Administrative Assistant (Contract)
Robert Half Staffing - Tetra Tech
11.2017 - 01.2018
- Answered incoming client calls, scheduled appointments, and dispatched Technicians to job sites to complete service orders
- Prepared shipping documentation for import/export and monitored delivery deadlines
- Compiled monthly financial statements for executive review to support business planning.
Storage Counselor
Open Tech Alliance
11.2016 - 07.2017
- Responded to calls from multi-line phone system and assisted customers in selecting correct size storage unit based on square footage and price
- Applied strategic selling methods such as upselling and adding-on to drive revenue, meeting 100% of monthly sales goals
- Created customer accounts, administered leasing contracts, and dispatched movers to pick up items for storage
- Recognized with 'And Then Some' Award for going above and beyond in customer service experiences.
Customer Service Representative
Ajilon Professional Staffing / Catholic Health Association
07.2015 - 11.2016
- Delivered exceptional customer service to clients by promptly resolving problems or escalating issues to management
- Processed orders, reviewed self-pay billing revenue cycle for discrepancies, and answered 150+ daily incoming calls in call center setting to meet business needs
- Educated clients on products, pricing, and promotions to drive sales and meet performance quotas.
Administrative Assistant
Rainbow Regime
02.2014 - 07.2015
- Utilized MS Office programs to schedule meetings and coordinate business travel for executives
- Responded to emails, phone calls, and web inquiries from client requesting information with quality customer service
- Supported successful business operations by scanning, faxing, and filing confidential documents as well as updating databases with accurate data entry.
Education
Certificate - Business
Maricopa Community Colleges - Paradise Valley Community College
Phoenix, AZ05.2021
Skills
- Customer Service
- Inbound Calls
- Data Entry
- Phone & Email Communication
- Relationship Building
- Administration
- Accounting
- Sales
- Scheduling
Accomplishments
"And Them Some" Award
Awarded for going Above & Beyond for the Customer
Education Certifications
- Certified Peer Recovery Support Specialist, Just 1 Life Services, 02/01/23
- Entrepreneurship & Small Business Certificate, Paradise Valley Community College, 05/01/21
- Call Center Customer Service Expert, Indeed Assessment, 05/01/20
- High School Diploma, Elgin High School
Timeline
Customer Care Representative II
Matrix Absence Management Inc.
05.2023 - Current
Customer Service Representative (Contract)
Insight Global
11.2022 - 03.2023
Customer Service Representative (Contract)
Collabera
08.2021 - 10.2021
Eligibility Interviewer
State of Arizona
04.2018 - 08.2020
Financial Administrative Assistant (Contract)
Robert Half Staffing - Tetra Tech
11.2017 - 01.2018
Storage Counselor
Open Tech Alliance
11.2016 - 07.2017
Customer Service Representative
Ajilon Professional Staffing / Catholic Health Association
07.2015 - 11.2016
Administrative Assistant
Rainbow Regime
02.2014 - 07.2015
Certificate - Business
Maricopa Community Colleges - Paradise Valley Community College
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