Summary
Overview
Work History
Education
Skills
Certification
Timeline
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SHA'NICOLE ROBINSON

Columbia,USA

Summary

Customer Service Specialist and Retention Specialist with 7+ years of experience in customer retention, digital sales, and dental claims processing. Adept at developing effective loyalty strategies, implementing targeted marketing initiatives, and enhancing operational efficiency. Proven track record of driving measurable results through innovative projects and cross-functional collaboration.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Blue Cross Blue Of South Carolina
07.2024 - Current
  • Responded to customer requests for products, services, and company information.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Research and processes claims according to business regulation, internal standards and processing guidelines. Verifies the coding of procedure and diagnosis codes.Resolves system edits, audits and claims errors through research and use of approved references and investigative sources.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Retention Specialist

Front Door
01.2022 - 07.2024
  • Increased customer retention rates by developing and implementing effective loyalty strategies
  • Enhanced customer satisfaction levels with proactive communication and timely resolution of issues
  • Managed high call volume, maintaining professionalism and efficiency in all interactions
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly

Digital Sales Representative

Spectrum Communications
01.2020 - 01.2022
  • Boosted digital sales by developing and implementing targeted marketing strategies
  • Generated leads through effective online advertising campaigns and social media engagement
  • Secured new clients by delivering compelling presentations and product demonstrations
  • Cultivated strong relationships with key stakeholders, resulting in increased sales opportunities

Claims Representative

Humana
01.2019 - 01.2021
  • Improved claim processing efficiency by accurately reviewing and analyzing dental claims for payment
  • Fostered positive relationships between insurance providers, dental offices, and patients through clean communication
  • Supported department goals through consistent achievement of productivity benchmarks and quality metrics in claim processing
  • Prevented fraud by identifying discrepancies in submitted documentation and following up accordingly

Correctional Officer

Core Covic
01.2017 - 01.2019
  • Enhanced facility security by conducting regular inspections and addressing potential risks
  • Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts
  • Reduced instances of contraband by thoroughly searching inmates, cells, and common areas

Education

Bachelors - Business Management

Kennesaw State University
Kennesaw, GA

Bachelors - Cybersecurity in Forensics

University of Phoenix
Phoenix, AZ
05.2021

Skills

  • Network Security Manager
  • Marketing Strategies
  • Customer Retention
  • Networking
  • Cross-Functional Communication
  • Software Development
  • Data Review
  • Personnel Management
  • Account updating
  • Complaint resolution
  • Scheduling

Certification

Sales Force

Timeline

Customer Service Representative

Blue Cross Blue Of South Carolina
07.2024 - Current

Retention Specialist

Front Door
01.2022 - 07.2024

Digital Sales Representative

Spectrum Communications
01.2020 - 01.2022

Claims Representative

Humana
01.2019 - 01.2021

Correctional Officer

Core Covic
01.2017 - 01.2019

Bachelors - Business Management

Kennesaw State University

Bachelors - Cybersecurity in Forensics

University of Phoenix

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