Shanana Forster
Business Administration And Data Analytics
Abilene,TX
Summary
Proven Member Service Advocate with a track record of enhancing customer satisfaction and retention adept in database management and multi-line phone systems. Leveraged strong communication skills and CRM expertise to exceed performance metrics, achieving a significant increase in membership renewal rates. Committed to delivering exceptional service by employing a proactive approach and fostering positive customer relationships.
Overview
23
23
years of professional experience
Work History
Member Service Advocate
FarmboxRX
11.2024 - 01.2025
- Enhanced member retention through effective communication and timely resolution of issues.
- Promoted a positive work environment through teamwork, open communication, and excellent customer service skills.
- Conducted thorough research to accurately answer member questions, demonstrating expertise in product offerings.
- Improved member satisfaction by promptly addressing inquiries and providing accurate information.
- Collaborated with cross-functional teams to resolve complex member concerns, ensuring satisfaction and loyalty.
- Bolstered membership renewal rates through proactive outreach campaigns highlighting benefits of continued membership.
- Served as a subject matter expert for colleagues seeking guidance on policy intricacies or problem-solving strategies.
- Mentored junior advocates by sharing best practices, fostering professional growth within the team.
- Exceeded performance metrics by efficiently managing tasks and prioritizing workload.
- Utilized data analysis to identify trends in customer feedback, driving continuous improvement efforts within the team.
- Managed high call volumes while maintaining exceptional service quality and professionalism.
- Reduced wait times by implementing process improvements that streamlined workflow and increased productivity levels.
- Handled sensitive member information responsibly, adhering strictly to privacy regulations and guidelines.
- Developed strong relationships with members by providing personalized support and assistance.
- Participated in regular training sessions to stay current with industry trends and enhance knowledge base.
- Resolved escalated member issues with diplomacy, tactfully navigating challenging situations while maintaining rapport with the customer.
- Streamlined service processes for quicker response times and increased efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Resolved customer issues through thorough dispute investigation.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Verified customer identification and documentation for compliant transactions.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Member Service Advocate
Blue Cross Blue Shield of Massachusetts
05.2022 - 11.2024
- Enhanced member retention through effective communication and timely resolution of issues.
- Promoted a positive work environment through teamwork, open communication, and excellent customer service skills.
- Conducted thorough research to accurately answer member questions, demonstrating expertise in product offerings.
- Improved member satisfaction by promptly addressing inquiries and providing accurate information.
- Collaborated with cross-functional teams to resolve complex member concerns, ensuring satisfaction and loyalty.
- Bolstered membership renewal rates through proactive outreach campaigns highlighting benefits of continued membership.
- Served as a subject matter expert for colleagues seeking guidance on policy intricacies or problem-solving strategies.
- Mentored junior advocates by sharing best practices, fostering professional growth within the team.
- Exceeded performance metrics by efficiently managing tasks and prioritizing workload.
- Worked closely with sales teams for seamless coordination during up-selling or cross-selling opportunities, ultimately increasing overall revenue.
- Utilized data analysis to identify trends in customer feedback, driving continuous improvement efforts within the team.
- Managed high call volumes while maintaining exceptional service quality and professionalism.
- Reduced wait times by implementing process improvements that streamlined workflow and increased productivity levels.
- Handled sensitive member information responsibly, adhering strictly to privacy regulations and guidelines.
- Trained new Member Service Advocates on company policies and procedures, leading to consistent service delivery across the team.
- Developed strong relationships with members by providing personalized support and assistance.
- Participated in regular training sessions to stay current with industry trends and enhance knowledge base.
- Provided comprehensive onboarding for new members, resulting in a seamless transition into the organization.
- Resolved escalated member issues with diplomacy, tactfully navigating challenging situations while maintaining rapport with the customer.
- Streamlined service processes for quicker response times and increased efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Educated and engaged customers with new bank products and services.
- Resolved customer issues through thorough dispute investigation.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Verified customer identification and documentation for compliant transactions.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Identified and resolved discrepancies and errors in customer accounts.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Increased efficiency and team productivity by promoting operational best practices.
- Managed timely and effective replacement of damaged or missing products.
- Investigated and resolved accounting, service and delivery concerns.
- Sought ways to improve processes and services provided.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Trained new personnel regarding company operations, policies and services.
- Implemented and developed customer service training processes.
- Trained staff on operating procedures and company services.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Cross-trained and provided backup support for organizational leadership.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Created and maintained detailed database to develop promotional sales.
- Cross-trained and backed up other customer service managers.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Medical Manager
BPL Plasma
04.2016 - 05.2022
- Directed staff training sessions on relevant topics such as new treatment protocols or regulatory updates to ensure consistent application of best practices throughout the organization''s medical management efforts.
- Developed strong relationships with key stakeholders such as physicians, nurses, administrators, insurance representatives, and vendors to facilitate seamless collaboration in medical management initiatives.
- Increased patient satisfaction rates by fostering a supportive environment that prioritized clear communication and timely response to concerns.
- Streamlined patient admission and discharge processes, improving overall efficiency and reducing wait times for patients.
- Collaborated with clinical teams to design effective treatment plans, ensuring optimal outcomes for patients.
- Improved employee retention rates by cultivating a positive work environment through open communication channels, recognition of achievements, and opportunities for professional growth.
- Enhanced operational efficiency through streamlining processes, optimizing staff assignments, and implementing best practices for medical management.
- Oversaw risk management activities within the organization, mitigating potential issues related to patient safety or liability concerns.
- Improved patient care quality by implementing comprehensive medical management strategies and protocols.
- Managed budgets and resource allocation effectively, ensuring adequate staffing levels and appropriate equipment availability.
- Conducted regular performance evaluations for team members, identifying strengths, areas for improvement, and creating tailored development plans.
- Led continuous improvement initiatives aimed at enhancing service delivery models while maintaining high-quality patient care standards across all departments.
- Implemented data-driven decision-making processes in medical management, leading to more accurate diagnoses and better patient outcomes.
Team Lead
Blue Cross Blue Shield of Texas
01.2013 - 04.2016
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decisionmaking.
- Worked different stations to provide optimal coverage and meet production goals.
- Assisted in recruitment to build team of top performers.
EMT
Guardian EMS
11.2006 - 01.2013
- Conducted equipment and vehicle checks to maintain continuous and safe operation.
- Maintained levelheadedness and efficiency in high-pressure situations, effectively prioritizing tasks to save lives and provide medical care.
- Collaborated with medical professionals to communicate patient needs with accuracy and speed using hospital and medical codes.
- Evaluated patient vital signs and status to determine care needs using pulse oximeters and electronic vital sign machines.
- Controlled wounds and injuries en-route to hospitals, prepping patients for advanced treatments or maintaining conditions pre-arrival.
- Communicated with patients about pain, comfort, and needs during transportation and preliminary medical care.
- Developed and maintained rapport with coworkers and local hospital staff to facilitate efficient patient care.
- Supported fellow EMTs through active participation in shift debriefings, discussing challenges faced during calls to foster collective learning experiences.
- Promoted community health by participating in public outreach initiatives such as CPR classes and first aid demonstrations.
- Expedited life-saving interventions by rapidly assessing patients'' conditions based on vital signs, symptoms, and medical history.
- Managed inventory of medical supplies, ensuring adequate stock levels for effective emergency response.
- Increased patient comfort during transport by providing compassionate care and addressing individual needs.
- Updated professional knowledge through continuous training and education programs, enhancing overall service quality.
- Maximized ambulance readiness by conducting thorough equipment checks and ensuring all necessary supplies were available for proper emergency response.
- Streamlined documentation processes for efficient patient information transfer between EMS personnel and hospital staff.
- Maintained a clean and organized ambulance, ensuring optimal readiness for emergency calls.
- Facilitated timely patient transfers to specialized facilities for advanced care when necessary.
- Upheld legal compliance standards by adhering to established protocols regarding documentation, treatment procedures, and communication practices within the EMS system.
- Demonstrated strong decision-making abilities in determining the most appropriate course of action for each unique situation encountered in the field.
- Improved patient care by efficiently assessing and stabilizing patients during medical emergencies.
- Ensured patient safety by properly utilizing immobilization devices and administering appropriate treatments.
- Enhanced the reputation of the EMS service within the community by delivering exceptional patient care during high-stress situations.
- Enhanced team performance by effectively collaborating with paramedics, nurses, and physicians in high-pressure situations.
- Reduced response times by accurately navigating emergency vehicles to scenes of accidents and medical crises.
- Administered emergency medication to patients, quickly responding to changes in conditions and medication reactions.
- Utilized oxygen tanks, EKG and IVs to perform various medical procedures.
- Trained EMTs in basic life support skills, oxygen therapy, and wound care.
- Triaged patients in emergency situations based on life-threatening needs and delegated tasks to better provide treatment to maximum patients at once.
- Evaluated patient histories to assess and prioritize levels of care.
- Maintained accurate patient records and documentation of treatments to enable tracking history and safeguard information.
- Immobilized patient for placement on stretcher and ambulance transport.
- Administered CPR, oxygen and other life-saving medical treatments.
- Assisted with lifting and moving patients.
- Assessed medical conditions of patients in pre-hospital settings.
- Handled patient transfers from one medical facility to another.
- Educated public on emergency medical services.
- Observed patient behavior to report changes to medical personnel.
- Followed all safety protocols and took necessary precautions while providing care.
- Delivered emotional support to patients and families.
- Collaborated with medical doctors and other healthcare professionals.
- Transported patients to medical facilities and provided transportation to follow-up appointments.
- Dispensed medications and monitored patient reactions.
- Provided patient families with post-medical care instructions.
- Conducted patient intake and triage procedures.
- Responded to 911 calls for medical emergencies.
- Performed medical tests and collected samples for laboratory analysis.
- Utilized communication devices to maintain contact with supervisors.
- Trained new EMTs on proper protocols and procedures.
- Coordinated with treatment center personnel to obtain patients' vital statistics and medical history.
Sales Associate
Walmart
01.2002 - 11.2006
- Built relationships with customers to encourage repeat business.
- Solved customer challenges by offering relevant products and services.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Answered customer questions about sizing, accessories, and merchandise care.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Engaged with customers to effectively build rapport and lasting relationships.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
Education
Pre-requisite - Pre-requisite
Cisco College
Abilene, TXBachelor Of Science - Business Administration
Liberty University
Lynchburg, VAAssociate Of Applied Science - Emergency Medicine
Texas State Technical College
Waco, TXHigh School Diploma - High School Teaching
Baird High
Baird, TX05.2002
Skills
Database Management
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved maximum training of entire staff by completing the initial training myself with accuracy and efficiency.
- Achieved success by introducing CRM for tasks.
- Supervised team of 15 staff members.
- Collaborated with team of 15 in the development of Plasma software.
Timeline
Member Service Advocate
FarmboxRX
11.2024 - 01.2025
Member Service Advocate
Blue Cross Blue Shield of Massachusetts
05.2022 - 11.2024
Medical Manager
BPL Plasma
04.2016 - 05.2022
Team Lead
Blue Cross Blue Shield of Texas
01.2013 - 04.2016
EMT
Guardian EMS
11.2006 - 01.2013
Sales Associate
Walmart
01.2002 - 11.2006
Pre-requisite - Pre-requisite
Cisco College
Bachelor Of Science - Business Administration
Liberty University
Associate Of Applied Science - Emergency Medicine
Texas State Technical College
High School Diploma - High School Teaching
Baird High
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