Shanay Calise Jones
Silver Spring,MD
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
19
19
years of professional experience
Work History
Quality Assurance Manager
PopHealthCare
04.2020 - 10.2024
- Trained team of 15 members on quality assurance principles, fostering a culture of accountability and high performance.
- Facilitated communication between departments regarding quality concerns, fostering collaboration towards shared goals.
- Enhanced product quality by implementing comprehensive QA processes and procedures.
- Maintained patient confidentiality by adhering to HIPAA regulations and diligently updating records as needed.
- Resolved patient complaints promptly, demonstrating empathy and understanding while seeking mutually beneficial solutions.
- Provided exceptional customer service to build strong relationships with patients, leading to increased loyalty and return visits.
211 Community Agent
ABC Center
03.2016 - 02.2020
- Maintained accurate records of client communications, transactions, policies, while handling a queue line with 50-100 inbound calls daily.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Improved customer service experience for applicants, providing clear explanations of eligibility requirements and addressing concerns promptly.
Customer Service Call Center Manager
Altice USA
09.2010 - 03.2015
- Managed high-stress call volume with 150-200 inbound calls ensuring timely resolution of escalated customer issues.
- Partnered with HR department in recruiting top talent for open positions in the call center.
- Proactively identified areas of opportunity within the call center operation to drive continuous improvement efforts.
- Facilitated weekly team meetings focused on identifying trends in customer inquiries and discussing strategies for addressing common points.
- Developed and implemented various call strategies, increasing productivity 80%.
Collections Call Center Manager
Royal Bank Of Scotland, RBS
07.2005 - 09.2008
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led daily team meetings to review performance, set targets and motivate staff.
- Negotiated settlements with customers facing financial hardship to maintain goodwill while recovering outstanding debt by 63%
- Trained new team members in company policies, procedures, and best practices for successful collections management.
- Supervised and assisted 30 collections agents in providing excellent customer service to callers requiring assistance for delinquent accounts.
Education
Associate of Applied Science - Business Administration And Management
Gibbs College - Norwalk
Norwalk, CT03.2004
Skills
- Internal Audits
- Continuous Improvement
- Quality Assurance Management
- Audit Coordination
- Attention to Detail
- Employee Training
- Performance Metrics
- Operation Monitoring
- Medical Terminology
- Front Desk Operations
- HIPAA Compliance
- Appointment Scheduling
- Insurance Billing
- Patient Scheduling
- Coaching and Mentoring
- Complaint Handling
- Training and On-boarding
- Innovation and Creativity
- Call Monitoring
- Call Routing
- Account Management
- Customer Service
- Teamwork and Collaboration
- Client Relations
- Goal-Oriented
- Customer Relationships
- Insurance Verification
- Team Management
- Phone and Email Etiquette
- Patient Registration
- Payment Processing
- Quality Assurance
- Eligibility Determination
- EMR
- Time Management
- Excellent Communication
- Critical Thinking
- Organizational Skills
- Active Listening
- Effective Communication
- Patient Care Assessment
Timeline
Quality Assurance Manager
PopHealthCare
04.2020 - 10.2024
211 Community Agent
ABC Center
03.2016 - 02.2020
Customer Service Call Center Manager
Altice USA
09.2010 - 03.2015
Collections Call Center Manager
Royal Bank Of Scotland, RBS
07.2005 - 09.2008
Associate of Applied Science - Business Administration And Management
Gibbs College - Norwalk
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