Shanika Knight
Monroeville
Summary
Dynamic customer service professional with extensive experience at Conduent, excelling in delivering superior support and resolving complex inquiries. Proficient in CRM software and data management, I consistently achieved high satisfaction ratings while fostering strong client relationships. My strong communication skills and task prioritization strategies drive exceptional results in fast-paced environments.
Overview
14
14
years of professional experience
Work History
Customer Service Chat Representative
Conduent
Work From Home
10.2022 - Current
- Provided superior customer service through chat to enhance client satisfaction.
- Evaluated and processed Health Care and Dependent Care FSA claims efficiently.
- Resolved FSA product-related inquiries by coordinating with clients and colleagues.
- Identified, researched, and corrected FSA plan balance discrepancies to ensure accuracy.
- Performed various administrative tasks, including data entry for health benefits departments.
Customer Service Representative
Teledoc
Work From Home
06.2022 - 10.2022
- Assisting members of various insurances with registering their online accounts
- Assisting members with scheduling a phone or video visit with a Telemedicine doctor
- Assisting members with any troubleshooting issues they may have when trying to set up their online accounts themselves
- Assisting members via chat or email with troubleshooting and concerns regarding their accounts.
- Reviewed explanation of benefits and how member claims are processed
- Used computerized system for locating documents, checks, and information for updates and changes for all states
- Provided up-to-date information to policy holders, regarding benefits, claims, billing, and authorizations
- Responsible for assisting and resolving inquiries and problems to insure excellent customer service
Health Plan Advisor
Concentrix
Work From Home
09.2020 - 02.2022
- Evaluate and process Health Care and Dependant Care FSA claims
- Respond to and/or contact client, client employee and colleagues as directed or required to resolve FSA product related inquiries, issues or escalations
- Research, analyze and integrate data to provide information on claim administration
- Perform other administrative and data entry tasks in related departments including but not limited to health benefits
- Identify, research and resolve FSA plan balance discrepancies.
- Builds sustainable relationships and trust with customer accounts through open and interactive communication
- Provides accurate, valid and complete information by using the right methods/tools
Customer Service Representative/Call Center
ASK Telemarketing
Montgomery
11.2018 - 03.2019
- Answered over forty calls daily to meet fast-paced call center demands
- Detailed payment options and transferred customers to billing department for payment or further questions regarding bill
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls
- Resolved customer complaints and addressed emergency requests and needs
- Educated customers on current promotions, upgrades or new offerings available under current plan
- Answered up to fifty incoming calls in a busy, fast-paced global call center
- Researched issues through identification of similar past problems and recommended most appropriate solution
Customer Service Representative
Alorica
Mobile
05.2018 - 11.2018
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations
- Contributed to company achieving and holding industry-leading customer service ratings
Reworker
Vanity Fair
Monroeville
08.2016 - 07.2018
- My skills include the knowledge of tagging the garment with the correct tag
- Making sure all garment tags are correct before being shipped
- I am familiar with the HP and E1 system
- Very familiar with printing and making stickers for garments
- I lift boxes weighing 40-50 pounds
- I use the pallet jack, work on the track to stop boxes from get jammed up.
Office Assistant
Bonita Terrace
Tuscaloosa
02.2016 - 07.2016
- Collected rent, secured bank accounts and processed apartment security deposit
- Communicated with residents to resolve rental, management and maintenance issues
- Coordinated all residents events, newsletter and activities
Customer Service Representative
FIS
10.2014 - 02.2015
- Provided great customer service and maintained resident records
- Leased apartments, processed and approved applications
- Handled customer complaints personally to verify they were properly handled.
- Managed a high volume of inbound calls on multiple phone systems
- Resolved support such as processing orders, warranty and billing/payment
- Troubleshooted customer's problems and used correct tools to determine how to resolve customer's problems
- Maintained financial accounts by processing customer adjustments
- Prepared service by collecting and analyzing customer information.
WEB CHAT SALES AGENT For Verizon
AFNI
10.2011 - 07.2014
- Effectively managed a high-volume call of inbound chats
- Gathered and verified all required customer information for tracking and security purposes
- Accurately documented, researched and resolved customer issues
- Oversaw call center employees to ensure all goals were met
- Met and exceeded service quality standards for every review period.
Education
Diploma -
AMELIA LOVE JOHNSON HIGH SCHOOL
01.2005
Skills
- Microsoft Office Suite
- Data entry and management
- Typing proficiency
- CRM software expertise
- Task prioritization strategies
- Customer data confidentiality
- Multi-line phone operation
References
References available upon request
Timeline
Customer Service Chat Representative
Conduent
10.2022 - Current
Customer Service Representative
Teledoc
06.2022 - 10.2022
Health Plan Advisor
Concentrix
09.2020 - 02.2022
Customer Service Representative/Call Center
ASK Telemarketing
11.2018 - 03.2019
Customer Service Representative
Alorica
05.2018 - 11.2018
Reworker
Vanity Fair
08.2016 - 07.2018
Office Assistant
Bonita Terrace
02.2016 - 07.2016
Customer Service Representative
FIS
10.2014 - 02.2015
WEB CHAT SALES AGENT For Verizon
AFNI
10.2011 - 07.2014
Diploma -
AMELIA LOVE JOHNSON HIGH SCHOOL
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