Shanika James
Summary
Experienced Claims Representative skilled in claims processing with a strong background in customer service.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Amazon
Remote
09.2019 - Current
- Managed high volume of customer inquiries through phone, email, and chat channels.
- Facilitated customer support for order management, product inquiries, and account-related tasks.
- Achieved recognition for surpassing customer satisfaction benchmarks and adeptly resolving intricate issues.
Fraud Prevention Representative
Citi Bank
Remote
02.2024 - 03.2025
- Executed fraud prevention strategies to protect financial assets and reduce potential risks.
- Conducted thorough analysis of transaction data and patterns to identify fraudulent activities.
- Delivered exceptional customer service by addressing inquiries and resolving fraud-related concerns.
- Ensured meticulous documentation of fraud cases and investigative findings for comprehensive reporting.
Escalations Specialist
Variety Wholesalers Inc.
Remote
07.2023 - 11.2023
- Facilitated member satisfaction through prompt resolution of inquiries and effective issue management.
- Facilitated accurate and efficient processing of member transactions to uphold compliance with organizational standards.
- Provided assistance to members in navigating product inquiries, executing order placements, and overseeing account management activities.
- Addressed complex member issues with a focus on professionalism and empathy to enhance member satisfaction.
Cardmember Services Representative
U.S. Bank
Remote
10.2022 - 11.2023
- Analyzed account transactions systematically to uncover potential indicators of fraudulent activity.
- Administered proactive strategies, including account holds and closures, to avert further financial detriment.
- Implemented protocols to maintain confidentiality and meet regulatory obligations in the management of sensitive customer information.
- Managed customer interactions and effectively resolved issues to foster positive experiences and satisfaction.
- Educated customers on product features and benefits, empowering them to make informed choices.
- Engaged with numerous customers daily, maintaining a positive demeanor and focusing on enhancing overall customer satisfaction.
- Maintained punctuality and sustained concentration on providing superior service throughout each workday.
- Monitored and updated knowledge of company products and services to provide customers with reliable and accurate information.
- Facilitated skilled assistance in rapidly changing, high-volume environments to enhance operational efficiency.
Live Chat Specialist
Startek
Remote
04.2021 - 10.2022
- Managed live chat interactions to provide immediate assistance to customers, ensuring effective issue resolution and support.
- Guided customers in choosing products and ensured seamless order placement and tracking.
- Engaged with customers while upholding professionalism and empathy to enhance overall satisfaction and loyalty.
- Monitored customer feedback and implemented strategies to maintain high satisfaction ratings and consistently achieve performance goals.
Claims Representative
James & James
Remote
04.2016 - 10.2020
- Managed communication channels to effectively resolve a range of claim issues for clients.
- Outlined clear, sequential procedures to assist clients in navigating claim issues effectively.
- Systematically tracked and maintained detailed records of all customer and employer communications.
- Streamlined claims processing workflows to ensure timely resolutions and maintain high levels of customer satisfaction.
- Analyzed claim documentation for precision and conformity with organizational policies.
- Coordinated efforts with various departments to refine claims workflow and boost overall efficiency.
- Coordinated interactions between clients and insurance providers to accelerate issue resolution.
- Executed timely and accurate claims processing in a fast-paced setting, ensuring workflow continuity.
- Communicated with customers to address and clarify unresolved issues, fostering positive relationships.
- Provided timely and accurate updates on claim status and resolution to elevate customer satisfaction levels.
- Monitored and enforced compliance with industry regulations by implementing established procedures and guidelines in claims processing.
Technical Support II
Kelly Connect
Remote
10.2018 - 10.2019
- Provided expert assistance to customers in diagnosing and resolving software and hardware technical issues to enhance user experience.
- Facilitated resolution of technical problems while delivering outstanding customer service via phone and chat interactions.
- Facilitated customer understanding by providing straightforward guidance for problem resolution and product utilization.
- Maintained adherence to company policies and procedures to enhance customer satisfaction in technical support interactions.
Technical Support Specialist
Concentrix
Remote
06.2017 - 10.2018
- Resolved customer inquiries and technical issues through effective communication across phone, email, and chat platforms.
- Analyzed and rectified hardware and software malfunctions for various devices and platforms, enhancing user experience.
- Analyzed and escalated intricate technical issues to relevant support teams, enhancing problem resolution efficiency.
- Maintained comprehensive logs of customer interactions and technical solutions in CRM system, ensuring accurate data for future reference and analysis.
- Cultivated strong customer relationships by addressing concerns promptly and providing outstanding service.
Education
Associate of Applied Science -
Augusta State University
05.2007
High School Diploma -
Washington County High School
01.2005
Skills
- Customer service
- Fraud detection
- Conflict resolution
- Data analysis
- Attention to detait
- Adaptability
- Time management
- Empathy
- Team collaboration
- CRM software proficiency
- Information security
- Analytical thinking
- Regulatory compliance
- Escalation management
- Live chat support
- Adaptation to remote work environment
LANGUAGES
English Native
Timeline
Fraud Prevention Representative
Citi Bank
02.2024 - 03.2025
Escalations Specialist
Variety Wholesalers Inc.
07.2023 - 11.2023
Cardmember Services Representative
U.S. Bank
10.2022 - 11.2023
Live Chat Specialist
Startek
04.2021 - 10.2022
Customer Service Representative
Amazon
09.2019 - Current
Technical Support II
Kelly Connect
10.2018 - 10.2019
Technical Support Specialist
Concentrix
06.2017 - 10.2018
Claims Representative
James & James
04.2016 - 10.2020
Associate of Applied Science -
Augusta State University
High School Diploma -
Washington County High School