Shanda Davis
College Park,GA
Summary
I’m a results-oriented insurance and customer service specialist with a verifiable track record of solutions-based service. I’m versatile, doing it all from research to claims and traditional customer service. I make the companies I work for better because of how I care for my clients. I’m knowledgeable, but down to earth, and our clients love that. I can de-escalate a tense situation with ease, and I am a pro at helping clients decode the jargon found in their policies to simple-to-grasp terms. Plus, I’m the go-to person for training new and current employees.
Critical thinking employee with excellent time management skills. Dedicated problem-solver adept at remaining calm under pressure. Effective ramp agent using top-notch skills in time management and organization.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Ramp Agent
Delta Air Lines, Hartsfield Jackson International Airport
Atlanta, GA
12.2023 - Current
- Verified correct labeling of containers containing hazardous materials for transport on planes.
- Communicated effectively with ground crew members to ensure smooth operation of flights.
- Assisted passengers with special needs including wheelchairs, strollers, and other mobility aids.
Senior research Specialist
Assurant
Duluth , Georgia
09.2014 - 12.2023
- I resolve our company’s most complex loan level inquiries to a near 100%-level success rate through consistently excellent customer service across multiple platforms
- I’ve reduced charge backs by more than 60% over the last two years through improving systems that track down and resolve unpaid premiums and payment discrepancies
- I’ve reduced escalated calls by close to 50% over the last two years through streamlining our loan maintenance exceptions report systems used to correct loan errors
- I expertly solve complicated and sensitive claim support issues and provide laymen’s terms explanations to coverages and their implications for our loss drafts department
- I’m our resident, on-site trainer who leads new-hire training and cross-training of current employees on various banks and systems
- I’ve created more robust system of task delegation that drastically reduces frequency of severely delinquent tasks.
Hair Stylist
Salon Bliss
Atlanta, GA
10.2005 - 08.2023
- I use assessment skills and optimal hair care procedure to exceed clientele expectations
- I am my clientele’s resident expert on all things hair styling, including chemical texturing, coloring, weaving and more
- I provide cutting-edge styles and spa services
- With our team of stylists, I flex my marketing muscles by creating industry-leading salon specials and advertisements designed to bring new clientele into our salon.
Soft Lines Team Member
Target
Atlanta, GA
03.2012 - 09.2014
- Enhanced inventory procedures to such a high level of success that it placed me in charge of inventory in five areas of the store
- Strengthened our record-keeping processes that helped us track inventory as it moved in and out of the store.
Education
Certificate in Cosmotology -
Atlanta Technical College
06.2004
High School Diploma - Vocational
Booker T. Washington High
Atlanta, GA06-1996
Skills
- De-escalation
- Communication
- Customer service
- Training
- Item transport
- Problem-Solving
- Heavy Lifting
- Live Cargo Handling
- Security processes
- Flexible Schedule
- Team Leadership
- Inclement Weather Tolerance
Websites
Certification
- Business Continuity Training, Chase Bank
- Flood Compliance Training, SunTrust Mortgage
- UDAAP Compliance Training, HSBC Bank
- Practical Ethics Training, USCL Bank
- Fraud and Financial Crime Awareness, SLS Bank
Volunteer Experience
(404) 903-1656
Timeline
Ramp Agent
Delta Air Lines, Hartsfield Jackson International Airport
12.2023 - Current
Senior research Specialist
Assurant
09.2014 - 12.2023
Soft Lines Team Member
Target
03.2012 - 09.2014
Hair Stylist
Salon Bliss
10.2005 - 08.2023
Certificate in Cosmotology -
Atlanta Technical College
High School Diploma - Vocational
Booker T. Washington High