Shanavia Evans
Monroeville,AL
Summary
Dynamic customer service professional with extensive experience at ContinuumGlobal, excelling in resolving complex issues and enhancing user experiences. Proven ability in data entry and critical thinking, leading to improved customer satisfaction. Recognized for streamlining processes and mentoring peers, ensuring efficient service delivery in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
ContinuumGlobal
06.2021 - 08.2024
- Responded to customer inquiries with accurate information and efficient solutions.
- Assisted in resolving service issues, ensuring high levels of customer satisfaction.
- Utilized CRM software to track interactions and maintain customer records effectively.
- Collaborated with team members to streamline processes and enhance service delivery.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Identified and resolved discrepancies and errors in customer accounts.
Claims Representative
GC Services Call Center
03.2020 - 06.2022
- Processed and evaluated claims for accuracy and compliance with company policies.
- Communicated with clients to gather necessary documentation and clarify claim details.
- Collaborated with internal departments to expedite claim resolution and improve customer satisfaction.
- Utilized claims management software to track, document, and analyze claim progress effectively.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Modified, updated and processed existing policies.
Customer Service Representative
AOL, LLC
02.2017 - 02.2019
- Identified and resolved discrepancies and errors in customer accounts.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Assisted in resolving service issues, ensuring high levels of customer satisfaction.
- Actively participated in training sessions to improve product knowledge and service skills.
- Led initiatives to gather customer feedback for continuous improvement efforts.
Claims Adjuster
Supplemental Nutrition Assistance Program
01.2015 - 08.2017
- Analyzed claims to determine eligibility and compliance with program guidelines.
- Evaluated documentation and evidence to support claim decisions effectively.
- Streamlined claims processing procedures to reduce turnaround time for approvals.
- Mentored junior adjusters on best practices in claims evaluation and resolution.
- Examined claims forms and other records to determine insurance coverage.
- Prepared summaries of damage, payments, and policy coverage.
Education
High School Diploma - Biochemistry
Nation High School
Charlotte, NC02.2011
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Payment processing
Timeline
Customer Service Representative
ContinuumGlobal
06.2021 - 08.2024
Claims Representative
GC Services Call Center
03.2020 - 06.2022
Customer Service Representative
AOL, LLC
02.2017 - 02.2019
Claims Adjuster
Supplemental Nutrition Assistance Program
01.2015 - 08.2017
High School Diploma - Biochemistry
Nation High School