Shandreka Dixon
Jackson,GA
Summary
Knowledgeable and dedicated administrative and customer service professional with a solid background in the insurance field and within financial institutions. Makes accurate determinations about policies and claims by diligently analyzing statements, account records and other documentation. Productive in investigating and verifying billing issues and entering accurate data into electronic databases.
Overview
11
11
years of professional experience
Work History
Technical Service Advisor
Conduent Business Services
Remote
06.2024 - Current
- Led training efforts to empower personnel to resolve technical issues without submitting support tickets, reducing service calls by Number%.
- Reviewed technical guidelines to verify compliance with information security standards and best practices.
- Enforced use of prescribed technical procedures, designing monitoring protocols to confirm compliance with guidelines.
- Served as primary point of contact for triaging technical issues.
- Enhanced customer satisfaction by providing timely and accurate technical support for various products.
- Analyzed audit findings to detect operational weaknesses for referral to management as potential areas of development focus.
CLAIMS PROCESSING REPRESENTATIVE
Bank of America
01.2022 - Current
- Coordinated final decisions, including fair settlements and denial of liability
- Improved claims handling processes by analyzing, tracking and troubleshooting root causes of previously managed claims
- Monitored and reviewed claims and established plan of action to achieve favorable claim resolution
- Negotiated settlements and attended trials to provide insights and analysis
- Backed up fellow claims professionals in handling complex and problematic claims
- Organized detailed office using computers to enter, access and retrieve data
- Calculated claims amounts and submitted paperwork for payment or review
- Provided world-class customer service experiences by answering questions, recommending products and addressing frustrations
- Contributed to the achievement of performance targets by staying focused on prioritized tasks and maintaining high productivity levels.
- Reduced error rates in application processing by conducting comprehensive reviews and identifying areas for improvement.
- Collaborated with team members to achieve departmental goals and maintain a strong commitment to quality service delivery.
- Streamlined processing procedures by implementing efficient workflow strategies and reducing turnaround time.
- Improved data accuracy for client records through meticulous attention to detail and thorough verification processes.
- Managed high volumes of applications with exceptional organizational skills, ensuring timely completion of assigned tasks.
- Maximized operational efficiency through consistent monitoring of workload distribution among team members and adjusting as needed.
- Delivered reliable results under tight deadlines while maintaining strict adherence to quality control measures throughout each stage of the process flow.
- Developed strong relationships with clients and earned their trust through prompt and reliable communication during the processing journey.
- Drove process optimization by identifying bottlenecks, recommending improvements, and implementing necessary changes to enhance overall departmental performance.
CUSTOMER SERVICE REPRESENTATIVE
GEICO
Macon, GA
02.2021 - 01.2022
- Helped customers choose insurance packages suitable to needs and budget
- Managed complaints and provided alternatives and solutions to meet customer needs
- Exceeded company's expectation in quality and service level
- Processed client policy modifications derived from data provided
- Tracked and addressed customer inquiries regarding policies and procedures
- Completed high volume of inbound and outbound calls within deadlines
- Delivered accurate organizational information about products, services and procedures
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Retail Customer Service Representative
OLD NAVY OUTLET
Locust Grove, GA
10.2013 - 04.2019
- Processed accurate payments using PoS terminal and processed paperwork for customers' orders
- Logged daily activities and produced detailed financial reports with sales, close-outs and deposits made
- Processed customer exchanges, refunds and bill adjustments to correct product or service problems
- Set up customer accounts in system and updated details to reflect current information
- Addressed, researched and resolved customer issues
- Greeted customers and asked questions to assess needs
- Assisted customers with finding suitable products, leading to higher sales revenue.
- Effectively balanced multiple responsibilities including cashiering duties handling cash registers during busy periods without compromising quality service delivery.
- Monitored customer feedback and made adjustments to improve service quality.
- Resolved customer complaints promptly, resulting in increased loyalty and repeat business.
- Crosssold complementary items when appropriate, increasing overall transaction value and maximizing profits.
- Conducted regular store audits to ensure compliance with company policies and procedures, maintaining a professional retail environment.
- Attended to customer complaints and processed product return or replacement requests.
- Unloaded delivery trucks and safely transported goods from stockroom to assigned floor.
- Maintained a clean and organized store environment for optimal shopping experience.
- Kept customer spaces clean, neat and organized for maximum appeal.
- Assisted customers in making informed purchase choices and selecting products.
- Fulfilled customers' special requests for merchandise and delivery times.
- Enhanced customer satisfaction by providing timely and accurate product information.
- Protected products from damage by using proper packaging and bagging techniques.
- Coordinated efficient product deliveries to meet customers' demands.
- Supported management with administrative tasks such as scheduling appointments or managing phone calls during peak hours.
Education
BSN - Nursing
Gordon State College
Barnesville, GASkills
- Customer Service
- Multi-Tasking
- Data Entry
- Administrative tasks
- Problem Solving
- Data base management
- Attention to detail
Timeline
Technical Service Advisor
Conduent Business Services
06.2024 - Current
CLAIMS PROCESSING REPRESENTATIVE
Bank of America
01.2022 - Current
CUSTOMER SERVICE REPRESENTATIVE
GEICO
02.2021 - 01.2022
Retail Customer Service Representative
OLD NAVY OUTLET
10.2013 - 04.2019
BSN - Nursing
Gordon State College