Shanice Thomas
Stafford,TX
Summary
Encouraging and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Care Advocate
Assurance IQ
08.2023 - Current
- Assisted in enrollment processes for new beneficiaries, providing clear guidance through each step for seamless transitions into coverage plans.
- Upheld strict confidentiality standards while managing sensitive beneficiary information during interactions and data entry tasks.
- Educated customers on preventative care measures, promoting overall health and wellness among beneficiaries.
- Facilitated timely issue resolution, coordinating with diverse departments and healthcare providers as needed.
- Managed a high volume of inbound calls, adeptly navigating multiple systems while maintaining focus on customer needs.
- Ensured compliance with all applicable laws and regulations, staying up to date with changes in policy and reporting requirements.
Customer Service Representative
Amazon
03.2020 - 07.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
Director of Operations
Chic-Fil-A
11.2007 - 03.2020
- Supervised, developed and conducted performance evaluations over 20 location managers.
- Interacted well with customers to build connections and nurture relationships.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Designed strategy and action plans with aggressive timelines for implementation.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Education
Associate of Arts - Business Administration
Lone Star College System
Spring, TX05.2024
Skills
- Data Entry
- Resolving issues
- Communicating with clients
- Training experience
- Documentation And Reporting
- Strategic planning and execution
- Leadership training
- Performance Evaluation and Monitoring
- Interpersonal Skills
- Call center experience
- Medicare knowledge
- Conflict resolution techniques
Certification
- Health Insurance License
Timeline
Customer Care Advocate
Assurance IQ
08.2023 - Current
Customer Service Representative
Amazon
03.2020 - 07.2023
Director of Operations
Chic-Fil-A
11.2007 - 03.2020
Associate of Arts - Business Administration
Lone Star College System
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