Shaniece Weekes
Newark,NJ
Summary
With 17 years of customer service experience, a seasoned professional currently serving as a Customer Service Representative at Sutherland Global. Expertise lies in efficiently handling inbound calls, resolving concerns, and demonstrating proficiency in data entry and money management. Seeking to leverage remote work expertise and a strong customer-centric approach to excel as a Customer Service Rep.
Overview
18
18
years of professional experience
Work History
Lead CSR
Sutherland Global-Horizon NJ Health
11.2022 - Current
- Resolved member inquiries about health plan benefits, facilitating clarity of coverage.
- Resolve member concerns efficiently, contributing to enhanced customer satisfaction and loyalty
- Process complex healthcare benefit inquiries, delivering personalized solutions while maintaining detailed interaction records and strengthening member relationships.
- Collaborate with teams to resolve complex cases, enhancing customer satisfaction scores by 9%.
- Maintain accurate and comprehensive documentation of member interactions and account changes
- Streamline claim processing procedures, cutting average handling time by 18% and boosting efficiency.
- Evaluate claims to ensure compliance, reducing errors by 12% through keen attention to details
Toll Collector
New Jersey Turnpike Authority
11.2019 - 11.2022
- Delivered high-quality customer service, ensuring a positive experience for travelers by efficiently collecting tolls
- Managed financial transactions accurately and prepared detailed income money reports to maintain financial integrity
Level 3 Guest Service
Ashley Furniture HomeStore
06.2017 - 08.2019
- Managed multi-channel customer communications, including phone and email inquiries, ensuring timely and accurate responses
- Facilitated sales transactions and processed customer orders with diligent follow-through on order placement and documentation
- Assisted customers with credit application processes, enhancing their purchasing experience and enabling successful credit acquisitions
Data Entry (Overnight)
U.P.S
05.2007 - 03.2017
- Assisted in the unloading and sorting of packages to ensure accurate distribution to customers
- Conducted scanning and labeling of packages to maintain system integrity and facilitate timely deliveries
- Performed data entry and corrections to uphold data accuracy and support operational efficiency
Education
Certification Program - Medical Billing & Coding
DeVry University-Chicago
New Jersey11.2023
High School Diploma -
Central High
Newark06.2006
Skills
- Customer Service
- Attention to detail
- Multitasking
- Problem Solving
- Research
- Active listening
- Cash Handling
- Computer Skills
- Front Desk
- Guest Relations Experience
- Office Management
- Overnight Experience
- Experience Working Remote
Timeline
Lead CSR
Sutherland Global-Horizon NJ Health
11.2022 - Current
Toll Collector
New Jersey Turnpike Authority
11.2019 - 11.2022
Level 3 Guest Service
Ashley Furniture HomeStore
06.2017 - 08.2019
Data Entry (Overnight)
U.P.S
05.2007 - 03.2017
Certification Program - Medical Billing & Coding
DeVry University-Chicago
High School Diploma -
Central High