Shanice Gibson

• Manage variety of customer service calls and administrative tasks to resolve member issues quickly and efficiently.
• Inform members on program guidelines and reward benefits.
• Answered members questions and addressed concerns while providing excellent client service with positive and professional attitude.
• Ensured data integrity and confidentiality by observing strict State Plan guidelines, eligibility requirements, and adhered to

HIPPA/PHI Laws.

• Suggested operational improvements to enhance quality, improve production times and reduce costs.
• Utilized telephone, online chat, and email platforms to deliver outstanding customer service
• Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities

• Represented organization positively and professionally while providing community with much-needed services.
• Guided troubled individuals to tools and resources necessary for healing.
• Participated in volunteer orientations and training sessions to learn about organizational changes and mission updates.
• Conversed with individuals in crisis which called or texted hotline for assistance.
• Supported individuals dealing with mental health and emotional issues.
• Monitored youth behavior and offered guidance and support for positive change.
• Established and maintained relationships with youth, families and community partners.
• Assisted clients in exploring feelings and understanding behaviors.