SHANELL HENDERSON
Southfield,MI
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
13
13
years of professional experience
Work History
Member\Provider Service Representative
Centene
11.2022 - Current
- Assesses and researches routine member and/or provider inquiries, requests and/or concerns to determines causes, and initiates corrective actions to other service or technical departments for follow up as needed
- Mitigates and prevents complaints from being escalated to resolve in initial contact
- Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns
- Provides support on various member or provider issues to ensure customers receive high-quality service
- Maintains performance and quality standards based on established contact center metrics
- Provides customer service in a high pace contact center environment over the phone, via live chats and emails
- Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
- Remains up-to-date and adheres to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance
- Provides expertise in resolving multiple inquiries, requests and/or concern across all areas of responsibilities
- Performs other duties as assigned
- Complies with all policies and standards
Customer Service Representative (Remote)
PSCU Financial Services
06.2020 - 11.2022
- Attained and exceeded direct and cross-sell sales goals
- Maintained and monitored customer records and follow-ups by documenting and ensuring accurate information
- Provided superior customer service while promoting bank products and services
- Resolved debit and credit card issues i.e loss,theft, and malfunctions
- Provided excellent customer service, being both knowledgeable and courteous
- Answered customer telephone calls promptly to avoid on-hold wait times
Collection Specialist
Randstad-Flagstar Bank
01.2017 - 05.2020
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
- Monitored accounts for compliance with established payment plans
- Worked in call center environment handling manual and automatically dialed outbound calls
- Calculated and explained repayment plan to get borrowers current
- Placed and answered over 200 calls per day
- Answered inbound and placed outbound calls to mortgage borrowers who were 30-90 days' delinquent
Claims Assistant
Allstate Insurance Company
12.2011 - 05.2015
- Transmitted case files between offices
- Created and updated Microsoft Excel tracking spreadsheets
- Worked productively in fast-moving work environment to process large volumes of claims
- Logged, allocated and managed claims
- Developed and centralized new mailroom processes to effectively increase workflow efficiently by 10%
Education
Associate of General Studies -
Oakland Community College
08.2015
Skills
- Claim Submission Assistance (ICD-10)
- Technical Support
- Analytical Problem Resolution
- Database Management (CRM)
- Administration Coordination
- Proficient in Handling 60-80 Daily Calls
- Calendar Management
- Reliable Remote Support
Timeline
Member\Provider Service Representative
Centene
11.2022 - Current
Customer Service Representative (Remote)
PSCU Financial Services
06.2020 - 11.2022
Collection Specialist
Randstad-Flagstar Bank
01.2017 - 05.2020
Claims Assistant
Allstate Insurance Company
12.2011 - 05.2015
Associate of General Studies -
Oakland Community College
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