Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Shani Walbeck

Copperas Cove,TX

Summary

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Self disciplined individual with a strong background in navigating multiple applications to complete daily tasks.

Overview

9
9
years of professional experience

Work History

Customer Service Specialist

Progressive Comprehensive Insurance
03.2021 - 11.2022
  • Take incoming calls from customers and agents regarding commercial auto policies
  • Make edits to policies per customer/agents request
  • Verify security information for every call
  • Provide customers/agents with any premium change due to edits
  • Take various forms of payment over the phone
  • Handle a large call volume/be able to troubleshoot and work through calls quickly and efficiently
  • Work with SRT (employee help line) to resolve larger issues
  • Comply with state and federal guidelines while filing commercial policies
  • Routine training to further education on policies and changing guidelines.

Insurance Sales and Customer Service

Teleperformance
08.2020 - 02.2021
  • Sales
  • Accepting incoming calls from potential members
  • Navigating multiple systems
  • Performing searches for in network Providers and medications
  • Explaining the benefit coverage of multiple plan options
  • Enrolling the consumer into the best plan option
  • Customer Service
  • Accepting inbound calls from members
  • Performing outbound calls on behalf of the member or to resolve a task with the member
  • Handled claims information and helped to resolve cases
  • Researched any and all materials needed to resolve the members issue
  • Handled Verbal Grievances from members regarding plans, providers, or medications
  • Handled EFT payments for plan premiums.

Front Desk Associate

Massage Envy
  • Using a multi-line phone system to take incoming calls and transfer to managers if need be
  • Booking appointments using a set appointment schedule to maximize the massage therapists time
  • Booking appointments with the proper terms and making sure any enhancements are properly recorded
  • Upselling the Massage Envy membership as well as various products and services
  • Keeping track of clients profiles and memberships, making sure notes are entered if need be
  • Handling various forms of payment through the company POS system
  • Helping maintain the clinic’s cleanliness including, Sweeping/ mopping the front lobby
  • Wiping down the front desk and product shelves regularly
  • Keeping restrooms clean and well stocked
  • Maintain laundry (washing/drying towels and making sheet sets)for the therapists
  • Getting any new client paperwork prepared, making sure current clients are up to date
  • Utilizing a filing system for membership paperwork.

Customer Care Representative

Marketing Alternatives Inc, Mai
08.2018 - 10.2018
  • Receiving calls for multiple programs (Roadside Protect, In The Swim[pool equipment], Palm Beach jewelry/Fingerhut)
  • Roadside Protect: Knowledge of program coverage and ability to find coverage information
  • Ability to locate clients location using Google Maps etc
  • Ability to find a tow provider in area and negotiate pricing for service
  • Ability to properly log and keep track of information using the company forms and sites
  • Knowing the escalation line in case of emergencies
  • In The Swim: Receiving calls to place orders for pool equipment
  • Ability to locate an item to properly load it into the order form
  • Handling credit card information and payments
  • Locating lost orders/canceling orders previously placed/refunds
  • Palm Beach Jewelry/Fingerhut: Take incoming orders on company designated forum
  • Customer service for orders already placed
  • Handling multiple different forms of payment
  • Making sure that all information is properly logged on company forums/site
  • Keeping supervisors informed of any mishandling/updates
  • Ability to switch from program to program as calls come in
  • Ability to keep track of all information relevant to different programs.

Bartender/Head waitress

GnBs Pool Hall
05.2015 - 12.2015
  • Hiring/training new waitresses
  • Helping to maintain cleanliness
  • Delegating daily duties
  • Taking drink orders and making sure customers received them
  • Handling different forms of payments (cash, credit card tabs)
  • Keeping other employees on task
  • Handling customer requests/complaints in a timely manner.

Makeup artist/hairstylist/shift manager

Glamour Shots
11.2014 - 05.2015
  • Booking Clients
  • Performing full make-overs on clients
  • Advised clients on products best suited to their needs while maintaining client budget
  • Performed opening tasks when I was opening shift manager including: Printing the previous days financial input and output to create the new days goals
  • Making sure all employees would be on time for their shifts/finding replacements if an employee could not show up for their scheduled shift
  • Holding the morning meeting to discuss daily/weekly goals and boost employee moral to meet the goals
  • Following up on any clients from the previous day
  • Performed closing tasks when I was closing shift manager including: Making sure all work stations were properly cleaned and set up for the following day
  • Closing out the till/making sure all payments were in order and properly documented
  • Closing and locking up the studio.

Customer Service/Cashier

Cefco Convenience Stores
05.2014 - 11.2014
  • Handling a cash till/credit card payments
  • Receiving/checking in new inventory from trucks
  • Stocking storage and shelves as needed
  • Handling various food items for the grill
  • Maintaining quality products
  • Properly disposing of products past the best by date
  • Handling customer requests/complaints in a timely manner
  • Maintaining cleanliness of store during my shift.

Education

High School Equivalency Degree -

AUSTIN COMMUNITY COLLEGE

Skills

  • Experience with Microsoft Word, Excel, and other Windows Programs
  • Scheduling
  • Payment Services
  • Hospitality services
  • Office Administration
  • Multi-Line Phone Systems
  • Information Protection
  • Registration
  • Administrative Support
  • Sales expertise
  • Records Management
  • Problem-solving skills

References

  • Kumi Bonner, (254)258-0843, Professional
  • Angelique Wright, (254)577-9800, Professional
  • Monica Sanchez, (254)265-4746, Personal
  • Robin Parsons, (254)245-7525, Personal

Timeline

Customer Service Specialist

Progressive Comprehensive Insurance
03.2021 - 11.2022

Insurance Sales and Customer Service

Teleperformance
08.2020 - 02.2021

Customer Care Representative

Marketing Alternatives Inc, Mai
08.2018 - 10.2018

Bartender/Head waitress

GnBs Pool Hall
05.2015 - 12.2015

Makeup artist/hairstylist/shift manager

Glamour Shots
11.2014 - 05.2015

Customer Service/Cashier

Cefco Convenience Stores
05.2014 - 11.2014

Front Desk Associate

Massage Envy

High School Equivalency Degree -

AUSTIN COMMUNITY COLLEGE

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Shani Walbeck