Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
References
Timeline
Generic

Shanary Morrison

Dallas,TX

Summary

Motivated Customer Service Representative focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee and company objectives.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Temporary Legal Assistant

Robert Half Temp Agency
Dallas, TX
09.2023 - 12.2023

· Exercise in leadership and as a team player in a mass tort case involving 800 clients.

· Assist 2 attorneys while gathering medical records from clients in the mass tort case.

· Maintain organizational skills, and interpersonal communication skills while interacting with the law team and clients daily.

· Manage client’s data on spreadsheets and case management software Filevine.

· Ability to meet tight deadlines while remaining detail oriented.

· Perform customer service skills; inform clients of the deadlines, discrepancies, and court requirements.

  • Developed forms used during pre-trial negotiations between parties.
  • Assisted with document production and deposition preparation.
  • Participated in client interviews, observed questioning process and documented information.
  • Drafted correspondence, documented data and submitted materials to appropriate parties.
  • Updated databases with new information received from attorneys or clients.
  • Handled telephone calls, meeting plans and conference organization requirements.
  • Provided administrative support to boost firm's document production and legal correspondence.
  • Proofread drafts of legal documents for accuracy in grammar and punctuation.
  • Provided administrative support and conducted research to assist attorneys in civil litigation preparation.
  • Stayed abreast of changes in legislative and regulatory guidelines.
  • Maintained knowledge on case status by reviewing relevant records and reporting back to clients.
  • Maintained client confidentiality in all matters.
  • Corresponded daily with clients, insurance adjusters, doctors and attorneys.

Clinical Administrative Coordinator

UnitedHealth Group
Minnetonka, MN
01.2022 - 06.2023
  • Provide customer service to doctors, nurses, and patients by telephone in a call center environment
  • Maintain consistent and open communication with management regarding members prior authorization cases and requests.
  • Independently provide authorizations for various patient procedures.
  • Maintain and secure confidential patient medical information in accordance with the Health Insurance Portability and Accountability Act (HIPPA).
  • Knowledge of personnel management practices and procedures to identify, evaluate, and implement a wide range of considerations to solve problems. Respond to intake coordinators, nurses and supervisors' inquiries, provide training to clinical administrators.
  • Offered direct patient-consulting services for health benefits accrual, financing, community resources and health care programs.
  • Maintained a clean and organized work environment to ensure efficient workflow processes.
  • Acted as a liaison between patients, physicians, nurses, and other healthcare staff members.
  • Discussed job performance problems with employees, identifying causes and issues to find solutions.
  • Performed administrative tasks such as filing, photocopying, data entry, and record keeping.
  • Resolved customer complaints or answered customers' questions.
  • Organized patient care by coordinating call routing, scheduling appointments and fulfilling service requests.
  • Improve policies and procedures through development, implementation, revision and evaluation of new protocols.
  • Checked cases to evaluate need for escalation to Prior Authorizations.

Claims Team Lead

Teltech Communications
Englewood, CO
10.2019 - 10.2022
  • Assist customers with filing disputes related to their Bank of America unemployment benefits.
  • Investigate transactions, file fraud and non-fraud disputes for clients' bank accounts.
  • Manage and update unemployment benefit accounts. Discover errors on accounts, escalate the issues to higher level officials for resolution.
  • Evaluate and report fraudulent banking trends of recurring transactions from merchants.
  • Aid chat coaches serving over 150 agents concerning supervisor inquiries.
  • Conduct training on calling procedures, clients' accounts, filing claims, and case comments. Monitor call agents’ call handling, determine if additional training is needed.
  • Train call agents in familiarizing themselves with the Teltech Communications website to change direct deposits and locate paystubs.
  • Provide feedback to agents that do not meet daily production goals.
  • Collaborated with others to discuss new opportunities.
  • Recognized by management for providing exceptional customer service.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Maintained updated knowledge through continuing education and advanced training.
  • Worked with cross-functional teams to achieve goals.
  • Modified existing software systems to enhance performance and add new features.

Customer Service Representative

National Bankruptcy Services
Dallas, TX
02.2018 - 01.2019
  • Provide customer service to approximately 30 clients in a high volume fast-paced call center.
  • Closely monitor multiple phone lines to ensure client accountability and confidentiality. Provide case status, specialized loan servicing, case narratives.
  • Process debit and credit card payments related to mortgage and bankruptcy payments.
  • Resolve customer complaints; respond to inquiries within stringent time constraints.
  • Maintain online orders and credit card transactions, review legal documents with customers and attorneys regarding bankruptcy and loan modifications.

Customer Service Rep/ Head Receptionist Supervisor

Toyota Motor North America Headquarters
Plano, TX
02.2017 - 12.2017
  • Operate the switchboard and direct calls to the appropriate departments with the organization.
  • Resolve a myriad of issues that exceeded to purview of lay switchboard operators.
  • Order and distribute supplies to the various departments in the organization.
  • Maintain the organizations email system, filing system, update the organizations phone directory, perform data entry.
  • Receive packages, process mail using the UPS shipping database, conduct shipping needs for customers through debit and credit card transactions.
  • Provide daily budget assistance, weekly sales reports, and reports of store inventory for multiple departments.
  • Assist with recruitment for switchboard operators and mailroom employees. Schedule and organize meetings for top-level executives.
  • Manage new hires onboarding process using the Zero Chaos Software program, including distributing badges and access to the organization.

Warehouse Associate

Amazon.Com LLC
San Bernardino, CA
10.2012 - 03.2016
  • Retrieve items to complete online orders.
  • Ensure online orders were completed in a timely manner.
  • Conduct an inventory check for all items to confirm the correct items were present before shipment.
  • Manage payroll for the facility, answer and transfer calls utilizing a multi-line phone system.

Education

Associate of Arts - Business Management

American InterContinental University
Houston, TX
12.2024

Associate of Science - Health And Wellness

Marinello School of Beauty - Moreno Valley
Moreno Valley, CA
01-2015

Skills

  • Customer Service
  • Clerical and Administrative skills
  • Medical Scheduling, Medical Records
  • Insurance Verification
  • Management
  • Interpersonal Communication, Detail Oriented
  • Organizational skills and Management
  • Microsoft 365, CRM Software, Sharepoint, Filevine
  • Bankruptcy Law
  • Multi-Line Switchboard
  • Data Management
  • Document Control
  • Knowledge of Copyright Law
  • MS Office Proficient
  • Office Management
  • Conflict Mediation
  • Customer Relationship Management
  • Administrative Support
  • Writing and Editing
  • Payroll Processing
  • Client Service and Support
  • Interviewing Clients
  • Case Management
  • Quality Control
  • Project Management
  • Document Preparation
  • Administrative Assistance
  • Organizational Efficiency
  • Relationship Building

Accomplishments

  • Whos Who Amoung American High School Students: 2002-2003

Languages

English
Native/ Bilingual

Certification

  • Board of Cosmetology License: 2015
  • AAS Degree: 2015

References

References available upon request.

Timeline

Temporary Legal Assistant

Robert Half Temp Agency
09.2023 - 12.2023

Clinical Administrative Coordinator

UnitedHealth Group
01.2022 - 06.2023

Claims Team Lead

Teltech Communications
10.2019 - 10.2022

Customer Service Representative

National Bankruptcy Services
02.2018 - 01.2019

Customer Service Rep/ Head Receptionist Supervisor

Toyota Motor North America Headquarters
02.2017 - 12.2017

Warehouse Associate

Amazon.Com LLC
10.2012 - 03.2016

Associate of Arts - Business Management

American InterContinental University

Associate of Science - Health And Wellness

Marinello School of Beauty - Moreno Valley
  • Board of Cosmetology License: 2015
  • AAS Degree: 2015
Shanary Morrison