Summary
Overview
Work History
Education
Skills
Section name
Timeline
Generic

Shanee Lowery

Lexington Park,Maryland

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, and problem-solving skills.

Overview

6
6
years of professional experience

Work History

Retirement Service Representative

Corebridge Financial
02.2022 - Current
  • Developed and maintained strong relationships with clients to maximize satisfaction.
  • Educated clients on financial topics and best practices.
  • Managed inbound calls from account holders seeking assistance with their retirement accounts, including 401k,403b, and IRA.
  • Provided knowledgeable and courteous customer support to address inquiries, resolve account-related issues, and offer financial guidance.
  • Offered detailed information on retirement account options, contribution limits, investment choices, and tax implications.
  • Assisted customers with account maintenance tasks, such as updating beneficiaries, setting up automatic contributions, and processing withdrawals.
  • Guided customers through the account enrollment process, ensuring a smooth and seamless experience.
  • Resolved account-related discrepancies and errors promptly, maintaining a high level of accuracy in account management
  • Utilized company-specific software and tools to access and update customer account information.
  • Collaborated with internal departments to ensure timely and efficient resolution of complex customer requests.
  • Stayed up-to-date with industry regulations and financial products to provide accurate and compliant information to customers.
  • Demonstrated strong communication, problem-solving, and interpersonal skills to foster positive customer interactions.
  • Committed to maintaining customer confidentiality and upholding the highest standards of data security.
  • Met or exceeded performance targets and customer satisfaction metrics, contributing to the overall success of the customer service department
  • Answering incoming customer calls regarding billing issues, product problems, service questions, and general concerns
  • Responsible for maintaining a high level of professionalism with clients and working to establish a positive relationship with every caller
  • Work with the management team to stay updated on product knowledge and be informed of any changes in company policies
  • Lots of problem-solving and turning frustrated clients into repeat customers
  • Keeping records of customer interactions, transactions, comments, and complaints


Medical Representative

Maryland Health Connections
08.2021 - 01.2022
  • Analyzed the market to identify new opportunities and strengthen relationships with hospitals, medical centers, and primary provider physicians.
  • Arranged appointments with doctors, pharmacists, and medical teams to raise awareness of the latest product launches.
  • Conducted research to stay up-to-date with industry trends, prices, and market competition.
  • Recognized trends within the territory and industry to create proactive plans.
  • Adhere to all policies and procedures
  • Collect patient data
  • Provide State Qualifications For Medicaid
  • Answer all incoming calls
  • Verify all PII
  • Provided detailed Medicaid coverage details
  • Process Medicaid coverage application
  • Enroll consumers into coverage with MCO managed care organization
  • Provide and determine eligibility results
  • Make any application changes necessary
  • Document each account touched
  • POP Script required
  • Adhere to HIPPA

Chat/Email/Phone Operator

SITEL Worldwide
03.2020 - 08.2021
  • Responded to customer inquiries with patience and positivity to establish an excellent first impression.
  • Pleasantly greeted all callers and asked how to be of assistance.
  • Collected and verified telephone numbers, addresses, and proper spelling of names.
  • Managed a multi-line phone system directing individuals to desired personnel and providing general information about operations.
  • Maintain strict adherence to departmental performance goals and production standards.
  • Swiftly assess customer issues to provide precise and effective support.
  • Handle inbound calls, emails, and chats from both prospective customers and existing clients.
  • Explore and comprehend customers' requirements, aiming to surpass their expectations.
  • Uphold individual performance within measurable metrics and ensure compliance with quality
    standards aligned with departmental goals and objectives.
  • Fulfill additional responsibilities as assigned.
    Troubleshoot and resolve customer issues efficiently.
  • Escalate complex issues to higher-level support as needed.
    Follow up with customers to ensure their concerns are addressed
  • Order Processing/ Refund Processing

Email/Customer Service Phone Representative

Helen Of Trot OXO
01.2018 - 01.2020
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Responded to customer calls and emails to answer questions about products and services.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Payment, Order, and refund processing
  • Handled all escalated email tickets
  • Resolved escalated issues
  • Handled customer inquiries and suggestions courteously and professionally.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Maintained data entry
  • Claim processing


Education

High School Diploma -

Springbrook
Silver Spring, MD
05.2007

Skills

  • Decision Making
  • Excellent Communication
  • Interpersonal Skills
  • Cross-selling Products
  • Empathy and Understanding
  • Analytical Thinking
  • Problem-Solving
  • Relationship Building
  • Adaptability and Flexibility
  • Client Retention
  • Time Management
  • Organizational Skills
  • Conflict Resolution
  • Teamwork and Collaboration

Section name

  • Microsoft Office Suite(Excel, Word,PowerPoint)
  • Genysys phone system
  • Amazon Workspace
  • Outlook Email
  • QuickBooks
  • Zendesk
  • C360
  • Agilent
  • CSIS
  • Typing speed averaging 75 WPM

Timeline

Retirement Service Representative

Corebridge Financial
02.2022 - Current

Medical Representative

Maryland Health Connections
08.2021 - 01.2022

Chat/Email/Phone Operator

SITEL Worldwide
03.2020 - 08.2021

Email/Customer Service Phone Representative

Helen Of Trot OXO
01.2018 - 01.2020

High School Diploma -

Springbrook

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Shanee Lowery