SHANEQUEA SIMS
Laurel,MS
Summary
Successful sales professional with 10+ years in retail environments and customer services, 3+ years in Quality Assurance and court research and 3+ years experience as Customer Service Representative. Passionate and motivated with a drive for excellence. Motivated leader with strong organization and prioritization abilities. Responsible reliable person, able to receive and follow instructions. I'm efficient with great attention to details positive and respectful with a willingness to comply with polices and regulations.
Overview
10
10
years of professional experience
Work History
Insurance Specialist
Teleperformance USA
02.2025 - Current
- Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues promptly.
- Processed eligibility and benefits verification and authorization requests.
- Followed up on denials, late payments, extensions and other special circumstances.
- Tracked pending authorizations to resolve discrepancies and avoid revenue loss.
- Maintained a high level of industry expertise through continuous professional development courses and certifications in the field of insurance specialty.
- Researched and resolved routine and complex issues.
- Acted as subject matter expert, answering internal, and external questions and inquiries.
- Ensured regulatory compliance through diligent monitoring of company practices and adherence to guidelines.
Chat Specialist
Reynolds and Reynolds
Kettering, Ohio
07.2024 - Current
- Provided technical support to customers via chat and email, responding to inquiries and resolving issues in a timely manner.
- Assisted customers with product orders and billing inquiries, providing accurate information and following up on customer requests.
- Responded to customer complaints and escalated complex cases to management as needed.
- Identified opportunities for process improvement, offering suggestions for streamlining operations.
- Developed training materials for new Chat Specialists, including best practices and troubleshooting tips.
- Utilized various software tools such as Zendesk and LiveChat to manage conversations with customers.
- Developed automated messages that could be sent out in response to certain queries or used in specific situations.
- Maintained business records by updating customer information.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Live Verification (remote)
U-Haul International
Phoenix, AZ
03.2024 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Verified customer identities by collecting and examining documents such as driver's license, passport, or other government-issued identification cards.
- Analyzed customer data to identify any discrepancies or inconsistencies between documents.
- Performed research on customers using public records and online databases.
- Evaluated customer accounts to detect suspicious activities or potential fraud cases.
- Provided feedback on the effectiveness of existing procedures and recommended changes when needed.
- Maintained confidentiality of sensitive information related to customer identity and account activity.
- Resolved issues quickly and efficiently while maintaining high levels of service quality.
- Managed daily workloads by prioritizing tasks based on urgency and importance.
- Resolving end user inquiries by utilizing multiple technologies including chat and web-based inquiries
- Providing complete and accurate information to customers on every live chat interaction by researching account activity and notes promptly and efficiently
- Handling and resolving situations with customers in a timely and effective manner
- Assisting management with special projects relating to customer service
- Responding to all inbound chats and assisting management for the entire shift with exception of assigned break times
- Handling multiple job tasks at one time and escalating issues in a timely manner
Quality Assurance (Court Research)
Equifax
Remote
03.2022 - 07.2023
- Performed skilled public records research in accordance with established procedures using various court access systems
- Reviewed and analyzed public record data, identifying key information and accurately transcribing it into internal systems according to a standardized format
- Reviewed own work and peer reviews that of other team members to assure accuracy in search criteria and data entry and compliance with internal research and reporting standards
- Used coaching tools and techniques to help managers and team members improve their performance
- Established and tracked the goals and objectives of the quality department
- Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries
- Had an excellent attendance record and was always on time for work
- Provide customer support by phone, email or instant message to business customers
- Open and close out Tickets For tech issues
- Worked with various screens and programs
- Provided timely responses to inquires and/or requests from management and clients
- Attend Monthly remote meetings and training session with management and team
- Review and Proofed read data entry for accuracy.
Quality Assurance (Court Research)
Eastridge Workforce Solutions
Remote
11.2021 - 03.2022
- Performed skilled public records research in accordance with established procedures using various court access systems
- Reviewed and analyzed public record data, identifying key information and accurately transcribing it into internal systems according to a standardized format
- Reviewed own work and peer reviews that of other team members to assure accuracy in search criteria and data entry and compliance with internal research and reporting standards
- Solved issues, improved operations, and provided excellent customer service
- Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries
- Had an excellent attendance record and was always on time for work
- Provide customer support by phone, email or instant message to business customers
- Open and close out Tickets For tech issues
- Worked with various screens and programs
- Provided timely responses to inquires and/or requests from management and clients
- Attend Monthly remote meetings and training session with management and team
- Review and Proofed read data entry for accuracy.
CSR
SaviLinx
Remote
04.2020 - 01.2021
- Provided primary customer support to internal and external customers in a fast-paced environment
- Answered a steady stream of customer calls with up to 100 calls in queue per minute
- Evaluated technical problems using the company's troubleshooting resolution tree while leveraging my personal expertise to find appropriate solutions
- Answered customer calls promptly to avoid long wait times on hold
- Provided customers with advice and assistance, paying special attention to their specific needs or desires
- Resolved customer inquiries and concerns in accordance with the client and company policies and with the highest degree of courtesy and professionalism
- Communicated with end-users using web-based tools regarding navigation of applications in a leveraged environment supporting one or more queues/skill sets over various accounts
- Provided customer support through telephone calls, email, text, and chat technologies
- Accurately documents all correspondence with end-users
- Followed strict work instructions and procedures that may vary by account
- Ability to adapt to continual changes to work instructions and procedures when necessary
- Met expectations for all balance scorecard metrics with demonstrated improvement over time
- Follows proper escalation procedures for unsolved customer requests
- Maintained productivity in accordance with support program and company standards
- Involved with quality assurance monitoring and evaluation as it pertains to role
- Attended and participated in team meetings and required training sessions
- Provided mentoring, training, and development to other CSRs as needed
- Processed unemployment benefits claims
- Reviewed and analyzed unemployment insurance claims and program documents for proper payment and conformance to state and federal regulations.
Store Manager
Dollar General
Laurel, MS
11.2014 - 07.2019
- Trained and developed new associates in the use of the POS system and key sales tactics, resulting in improved process flow
- Manage point-of-sale systems, focusing on accuracy and efficiency
- Generated repeat business through excellent customer service
- Was in charge of the stores start-up's daily operations, which included staffing and training, compliance, inventory control, and financial functions
- Investigate and challenge the status quo by analyzing relevant data
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety, and cleanliness
- Conducted job interviews and made hiring decisions based on the store's needs, experience, and skill
- Keep track of inventory and make sure products are available
- Was in charge of vendor selection and relationships in order to ensure the best pricing and on-time delivery of items like produce and coke products
- Meet or exceed store sales and profit targets by inspiring consumer loyalty
- Create efficient store schedules based on anticipated customer levels, individual employee knowledge, and service needs
- Used performance data to evaluate and improve operations, as well as forecast needs and target current business conditions
- Protected the store from loss or theft by establishing and enforcing clear security policies
- Counted cash drawers and deposited money in the bank.
Education
Business Administration -
Purdue University Global
Des Moines, Iowa - Urbandale, IAGED -
Jones College
Ellisville, MS01.2013
Skills
- Employee supervision
- Budgeting and finance
- Self-motivated
- Knowledge of quality systems
- Client assessment and analysis
- Strategic planning
- Strong verbal communication
- Data Management
- Staff training and development
- Team Leadership
- Professional telephone demeanor
- Sales expertise
- Recordkeeping strengths
- Credit card processing
- Data entry
- Money handling abilities
- Medical terminology knowledge
- Receiving support
- Customer Inquiry Management (CIM)
- Call center operations
- Route dispatch
- Powerful negotiator
- Online chat
- Customer relations
- Goal-oriented
- Customer service
- Microsoft Teams
- Google Chats
- Microsoft Excel
- Troubleshooting
- Desktop support
- Written and oral communication
- Technical issues analysis
- Quality assurance
- Opening/Closing Tickets
- Typing 60 wpm
- Research
- Self Starter
- De-escalating skills
- Insurance law
- Policy writing
- Upselling
- Policy renewals
- Property insurance
- Auto insurance
- Insurance sales strategy
- Customer billing
- Billing inquiries
- Insurance policy sales
- Property and casualty insurance
- Licensing requirements
- New agent training
- Asset protection
Additional Information
Can provide reference upon request.
Timeline
Insurance Specialist
Teleperformance USA
02.2025 - Current
Chat Specialist
Reynolds and Reynolds
07.2024 - Current
Live Verification (remote)
U-Haul International
03.2024 - Current
Quality Assurance (Court Research)
Equifax
03.2022 - 07.2023
Quality Assurance (Court Research)
Eastridge Workforce Solutions
11.2021 - 03.2022
CSR
SaviLinx
04.2020 - 01.2021
Store Manager
Dollar General
11.2014 - 07.2019
GED -
Jones College
Business Administration -
Purdue University Global