Shanel Williams
Middletown,NY
Summary
Articulate, detail-oriented team player committed to achieving excellence in all tasks. Proficient computer and multi-tasking skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Experienced in the health insurance industry responding to customer inquiries and assisting with claims. Keyboarding skills of 59wpm.
Overview
18
18
years of professional experience
Work History
Sr Recording & Index Clerk
Orange County Clerk
07.2016 - Current
- Responsible for examining and receiving, by computer or manually, legal documents and/or land records relating to Supreme Court submitted by general public, judges and attorneys.
- Compute and collect fees for recording and/or filing of legal documents and land records.
- Index, record and research various complex legal documents filed in County Clerk’s Office - in accordance to laws, office rules and procedures relating to indexing, filing and recording of legal instruments.
- Supervise, direct, assist and support staff of 5 with entering court records.
- Verify other clerks work and guide staff with any issues that may arise while indexing and by taking on escalated calls or in-person issues.
- Offer friendly and efficient service to customers, handle challenging situations with ease.
- Respond to in-person, e-mail and telephone requests for information from general public, attorneys, other municipalities or state and federal legislative offices and other involved parties.
Customer Service Representative/Collections Agent
Horizon Medical Group
01.2014 - 07.2016
- Delivered exceptional customer service while assisting in-bound callers with various inquires ranging from insurance, billing, questions related to provider office issues and scheduling of appointments.
- Handled 50-75 outbound and inbound calls daily with goal of collecting owed debt.
- Achieved performance goals on consistent basis.
- Prevented impending loss and increased company profitability by achieving monthly collection goals of $10-20,000
- Accurately and proficiently documented details of calls into computerized system
- Carried out day-day-day duties accurately and efficiently.
Customer Service Advocate III
Anthem BlueCross BlueShield
08.2005 - 07.2013
- Answered heavy volume of in-bound calls to assist members, potential members and providers with normal and escalated benefit information ranging from routine to complex issues regarding claims, benefits, eligibility and provider contracts.
- Handled approximately 100 calls per day.
- Built long-term, loyal customer relations by providing top-notch service while handling complex/special accounts and members as delegated personally by management.
- Documented inquiries and outcomes completely and accurately.
- Performed claims processing procedures.
- Met customer call guidelines for service levels, handle time and productivity.
Education
No Degree - Fashion Merchandising/Management
Fashion Institute of Technology
New York, NY05.2003
High School Diploma -
Goshen Central High School
Goshen, NY06.1997
Certificate - Business Computer Tech/Advanced Micro-Computer
Orange-Ulster BOCES
Goshen, NY06.1997
Skills
- Customer Service
- Claims
- Data Entry
- Decision Making
- Microsoft Office - Word, Excel, Outlook
- Oral and written communication
- Maintaining Confidentiality
- Complex Problem-Solving
- Legal Documents
- File Management
- Goals and Performance
- Calm and Professional Under Pressure
Timeline
Sr Recording & Index Clerk
Orange County Clerk
07.2016 - Current
Customer Service Representative/Collections Agent
Horizon Medical Group
01.2014 - 07.2016
Customer Service Advocate III
Anthem BlueCross BlueShield
08.2005 - 07.2013
No Degree - Fashion Merchandising/Management
Fashion Institute of Technology
High School Diploma -
Goshen Central High School
Certificate - Business Computer Tech/Advanced Micro-Computer
Orange-Ulster BOCES
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