Shanice Gibson
Forney
Summary
Claims and Customer Service Specialist with 8+ years of experience in insurance, healthcare, and telecommunications environments. Skilled in claims processing, coverage analysis, retention strategies, and technical troubleshooting. Proven ability to resolve complex issues, improve customer satisfaction, and meet performance metrics in high-volume settings.
Overview
9
9
years of professional experience
Work History
Central Loss Claim Representative
Progressive
Oklahoma City
06.2022 - Current
- Processed insurance claims in compliance with company policies, ensuring timely resolution.
- Resolved customer inquiries and guided them on claims status, enhancing customer satisfaction.
- Collaborated with adjusters to gather necessary claim documentation.
- Entered claim details into company systems accurately and promptly.
- Communicated with customers to clarify claims process, fostering trust and transparency.
Technical Support Specialist
Asurion
Oklahoma City
10.2021 - 06.2022
- Supported customers with technical issues via phone and chat, ensuring timely resolution and satisfaction.
- Resolved troubleshooting inquiries for diverse devices and applications, enhancing user experience.
- Guided customers on device features and best practices, empowering informed usage.
- Escalated complex issues to senior technicians for advanced resolution.
Retention Specialist
Cox Communications
Oklahoma City
10.2020 - 10.2021
- Developed retention strategies that enhanced customer loyalty and satisfaction, contributing to long-term engagement.
- Implemented communication plans that re-engaged at-risk customers, fostering stronger relationships.
- Performed regular follow-up calls with customers to confirm satisfaction with products and services, addressing concerns proactively.
- Analyzed customer feedback to identify areas for service improvement.
- Provided detailed explanations of new products and services to customers during in-store demonstrations.
Senior Advocate
OptumRx (UnitedHealthcare)
Oklahoma City
10.2016 - 09.2020
- Advocated for members' healthcare needs, ensuring access to essential pharmacy benefit programs.
- Resolved complex member issues through thorough case analysis and effective communication, improving satisfaction.
- Collaborated with cross-functional teams to streamline service delivery processes, enhancing member experience.
- Conducted presentations to educate stakeholders about pharmacy benefit changes.
- Mentored junior advocates to enhance their problem-solving skills and knowledge.
Education
High School Diploma -
Career Point College
Tulsa, OKSkills
- Claims management
- Claims processing
- Claims analysis
- Risk assessment
- Regulatory compliance
- Technical documentation
- Customer relationship management
Custom Section 1
- Macy’s – Sales Associate (2014–2016)
- Dollar General – Cashier/Stocker (2014)
- TCIM Services – Customer Service Representative (2010–2012) |
- Data Exchange – Third Party Verifier (2009–2010) |
- West Corporation – Customer Service Representative (2008–2009)
Timeline
Central Loss Claim Representative
Progressive
06.2022 - Current
Technical Support Specialist
Asurion
10.2021 - 06.2022
Retention Specialist
Cox Communications
10.2020 - 10.2021
Senior Advocate
OptumRx (UnitedHealthcare)
10.2016 - 09.2020
High School Diploma -
Career Point College