Shanelle Mays
Kansas City
Summary
Accomplished professional with a proven track record in customer service and organizational skills, honed at Maximus Healthcare and other esteemed institutions. Excelled in enhancing customer experiences through effective communication and attention to detail, while adeptly managing multiple priorities. Skilled in interpersonal relations and problem-solving, demonstrating adaptability across diverse roles.
Overview
11
11
years of professional experience
Work History
Customer Care Representative
Maximus Healthcare
01.2021 - 02.2025
- Demonstrated strong communication skills to interact with customers via phone, email and online chat
- Provided excellent customer service, resolving inquiries and complaints in a timely manner
- Managed workload effectively by prioritizing tasks according to urgency or importance
- Collaborated with other departments to resolve escalated cases efficiently
- Attended training sessions regularly to stay abreast of changes in processes or regulations
- Developed positive relationships with customers by providing accurate information and responding promptly to requests
- Delivering healthcare information to millions of Americans who need to maneuver through complicated healthcare plans
Childcare Assistant
Brittney's Bright Beginnings
04.2017 - 01.2021
- Supervised outdoor playtime to support child safety
- Encouraged creativity through music, art projects, storytelling, and other activities
- Assisted with meal preparation, feeding, and clean up for toddlers
- Responded quickly and effectively to any medical emergencies or situations involving injury or illness
- Maintained consistent records of children's daycare activities, behaviors, and naps
- Taught basic concepts related to colors, numbers, and shapes
- Helped children develop positive interpersonal relationships with peers and adults
- Demonstrated excellent communication and problem-solving skills in resolving conflicts between children
- Utilized strategies such as redirection to prevent challenging behaviors from escalating into larger issues
Loan Processor
Clearvox
03.2016 - 03.2017
- Processed loan applications, including verifying customer information, preparing documents, and ordering third-party services
- Utilized strong customer service skills to effectively communicate with customers regarding their loan applications
- Developed excellent organizational skills to manage multiple tasks simultaneously while meeting tight deadlines
- Successfully maintained a high level of accuracy in processing loan documents and ensuring compliance with all state, federal, and agency guidelines
- Worked closely with underwriters to resolve any outstanding conditions or issues related to a loan file
- Evaluated loan applications for creditworthiness, ensuring compliance with internal policies and regulations
- Handled sensitive data in an accurate manner by following established security protocols
- Collected required documentation from applicants and followed up on missing items
- Displayed excellent attention to detail when verifying accuracy of borrower's personal information entered into the system
- Worked closely with customers to help them understand loan terms and conditions
Cashier
Walmart
04.2014 - 03.2016
- Demonstrated strong communication skills to interact with customers via phone, email and online chat
- Provided excellent customer service, resolving inquiries and complaints in a timely manner
- Managed workload effectively by prioritizing tasks according to urgency or importance
- Collaborated with other departments to resolve escalated cases efficiently
- Attended training sessions regularly to stay abreast of changes in processes or regulations
- Developed positive relationships with customers by providing accurate information and responding promptly to requests
- Delivering healthcare information to millions of Americans who need to maneuver through complicated healthcare plans
Education
High School -
Wyandotte High School
Kansas City, Kansas05.2012
Skills
- Policies and Procedures Adherence
- Interpersonal Communication
- Sales Transactions
- Order Fulfillment
- Call center experience
- Organizational Skills
- Strategic sales knowledge
- Call Center Operations
- Computer Skills
- Service Upselling
- Professionalism
- Problem-solving aptitude
- Sales and Upselling
- Adaptability and Flexibility
Timeline
Customer Care Representative
Maximus Healthcare
01.2021 - 02.2025
Childcare Assistant
Brittney's Bright Beginnings
04.2017 - 01.2021
Loan Processor
Clearvox
03.2016 - 03.2017
Cashier
Walmart
04.2014 - 03.2016
High School -
Wyandotte High School
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