Shanee Mathews
GA
Summary
Motivated professional well-versed in building productive relationships, resolving complex issues, and winning customer loyalty. Brings 15-year background maintaining customer satisfaction and contributing to company success. Dedicated to training and mentoring top talent while cultivating a productive work culture.
Overview
12
12
years of professional experience
Work History
Customer Service Manager
OptumServe
11.2020 - 09.2024
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
Administrative Manager
Chetu
08.2017 - 10.2020
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Accomplished multiple tasks within established timeframes.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Trained employees in company and regulatory compliance requirements to promote conformance.
Customer Service Supervisor
Cigna-HealthSpring
08.2012 - 08.2017
- Coached employees through day-to-day work and complex problems.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Read, analyzed and interpreted complex procedures and regulations while drafting general correspondence to facilitate administrative processes.
- Built strong relationships with field operations team to support business development opportunities and improve service.
Education
Bachelor of Science -
Strayer University
Washington, DC06.2014
Skills
- Report Preparation
- Sales Promotion
- Schedule Coordination
- Complaint resolution
Timeline
Customer Service Manager
OptumServe
11.2020 - 09.2024
Administrative Manager
Chetu
08.2017 - 10.2020
Customer Service Supervisor
Cigna-HealthSpring
08.2012 - 08.2017
Bachelor of Science -
Strayer University
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