Shanae Hudson
Dallas,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Customer Service 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
Prepaid Customer Service
U.S. Bank
Remote
05.2023 - 12.2023
- Handles Customer's Financial Transactions
- First point of contact with customer's to address any issues and concerns they might have and finding a solution to get them resolved
- Knowledge of practices and procedures of banking products and services
- Having the ability to handle difficult customers
- Strong problem solving skills
- Great navigation skills using a variety of programs and software
- Adaptability and keeping a positive attitude
- Active listening skills
- Empathy and making sure the customer is Satisfied
- Assist Customers with online banking service needs
- Direct Customers to the correct department
- Assisting with stop payments on any ACH/Checks
- Assisting Customers with any fraudulent charges on account/required forms
- Ability to keep confidential information private, including all Customer's information.
- Identified trends in customer concerns, proactively addressing common issues before escalation.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Promptly responded to inquiries and requests from prospective customers.
Pharmacy Service Representative
CVS Health / CVS Specialty Pharmacy
Remote
10.2022 - 05.2023
- Prior Health Care Experience
- Knowledge of Healthcare Terminology
- Answers general questions
- Assists customers with a warm and professional attitude
- Provides policy and service information
- Set up client appointments
- Manage client records
- Performs data entry for shipments, orders and customer information
- Handles online orders and credit card transactions
- Answers calls from customers and clients
- Responds to claim inquiries
- Resolves customer information and complaints
- Requests prior authorizations pro-actively
- Schedule deliveries with Patients and Medical offices
- Verify Patient's Eligibility, completes insurance changes, and communicate Patient's coverage information
- Investigate Claim Data to identify and target inappropriate claiming Patterns
- Ability to remain focused and productive and complete repetitive tasks
- Consistently achieving quality and productivity standards.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained patient confidentiality through diligent adherence to HIPAA regulations when accessing and updating medical records.
- Handled medication returns and exchanges, ensuring proper disposal or restocking according to established guidelines.
- Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Coordinated with healthcare providers to verify prescription accuracy, preventing potential medication errors or adverse reactions in patients.
- Reported prescription errors to pharmacist on duty and adhered to company policies and procedures in relation to pharmacy errors and quality assurance directives.
- Built strong relationships with insurance providers that led to overcoming coverage issues quickly.
- Coordinated verification and filling of more than Number daily prescriptions in high-volume Type pharmacy environment.
- Assisted patients in minimizing medical expenses by recommending generic alternative prescription medications.
- Streamlined prescription processing by efficiently utilizing pharmacy software systems and maintaining accurate records.
- Educated customers about billing, payment processing and support policies and procedures.
- Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
- Entered and processed patients' prescriptions into internal system.
- Investigated and resolved customer inquiries and complaints quickly.
Administrative Clerk/Mail Clerk
U.S. Citizenship and Immigration Services
Irving, TX
07.2008 - 09.2021
- Sorts mail by department and category
- Utilizes sorting machines and similar administrative technology
- Manages outgoing messages and packages
- Ensures proper labeling and packaging for outgoing post
- Arranges for deliveries with delivery companies such as FedEx
- Forwards misdirected mail
- Keeps an inventory of mailing supplies, such as envelopes and stamps
- Signs off on certified mail
- Keeps detailed records of all incoming packages, including weight and dimensions
- Logs incoming mail in company systems
- Delivers mail to both departments and individuals, ensuring the relevant parties sign off on them
- Examines incoming mail for appropriate labeling and packaging
- Establish and maintains quality controls to ensure accuracy in work.
- Created and updated records and files to maintain document compliance.
- Boosted department efficiency with timely completion of assigned tasks such as drafting correspondence or reports for management review.
- Safeguarded sensitive information by maintaining strict confidentiality protocols when handling personnel files or company documentation.
Office Assistant
Auto City of America
Dallas, TX
01.2006 - 12.2008
- Answered phones and greeted customers warmly
- Assisted in filing duties
- Routed calls to appropriate people
- Answered inquiries about the company
- Helped organize office activities
- Prepared coffee and ensured water was available for staff
- Hung up company policies around the office
- Operated office machines, such as photocopiers and scanners, voice mail systems and personal computers
- Retrieved work orders and receipts
- Took and delivered messages
- Sorted and distributed incoming mail
- Fixed malfunctioning office equipment
- Performed data entry
- Restocked supply closet with printing paper, ink, pens, paper clips, staplers, files and folders, and correction fluid
- Communicated effectively both verbally and in writing.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
- Streamlined communication between departments for better collaboration and increased productivity.
Education
High school diploma -
Lincoln Humanities/Communications Magnet High School
Dallas, TX06.2008
Skills
- Department of Homeland Security Basic Records Management Training
- Unauthorized Disclosure Handling and safeguarding PII & SPII Training
- Defense Industrial Security Cleared-(DISCO)
- Data Entry
- Office Management
- National Security Information Training
- Superior Customer Service Skills
- Leadership Skills
- Highly Skilled in various computer software(Microsoft Excel, PowerPoint, Office and Word)
- Heavy lifting
- Can work Independently under minimal supervision
- Team Player
- Phone etiquette
- Excellent Communication Skills
- Critical Thinker
- Analysis skills
- Excellent Written and Verbal Skills
- Flexibility
- Time management
- Attention to Detail
- Empathy
- Patience
- Research
- Transferable Skills
- Microsoft Outlook
- Medical Office Experience
- Customer service
- Leadership
- HIPAA
- Training & development
- Banking
- Records management
- Office management
- Documentation review
- Typing
- Insurance Verification
- Medical Records
- Writing Skills
- Clerical Experience
- Call center experience
- Complaint Handling
- Up-selling abilities
- Patience Maintenance
Timeline
Prepaid Customer Service
U.S. Bank
05.2023 - 12.2023
Pharmacy Service Representative
CVS Health / CVS Specialty Pharmacy
10.2022 - 05.2023
Administrative Clerk/Mail Clerk
U.S. Citizenship and Immigration Services
07.2008 - 09.2021
Office Assistant
Auto City of America
01.2006 - 12.2008
High school diploma -
Lincoln Humanities/Communications Magnet High School