Summary
Overview
Work History
Education
Skills
Timeline
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Shanika Ross

Lauderdale Lakes,FL

Summary

Skilled professional customer service advocate seeking open opportunities where previous healthcare industry experience can be utilized to provide world class customer service, while advancing my career goals.

Overview

15
15
years of professional experience

Work History

Customer Service Representative/Dispatcher

Cliff Berry Inc.
Fort Lauderdale, FL
08.2016 - 08.2022
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Recommended products to customers, thoroughly explaining details.
  • Recorded account information to open new customer accounts.
  • Processed customer adjustments to maintain financial accounts.
  • Responded to customer requests for products, services and company information.
  • Identified, researched and resolved billing variances to maintain system accuracy and currency.
  • Generated and submitted invoices based upon established accounts receivable schedules and terms.
  • Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
  • Performed targeted collections on past due accounts aged over 60 days.
  • Utilized talents and expertise to complete on-time and accurate monthly closing processes, journal entries and accruals.
  • Handled account payments and provided information regarding outstanding balances.

Customer Service Representative/ Coordination of Benefits

EmblemHealth
Hollywood, FL
01.2013 - 07.2016
  • Serve as a primary point of contact and source of information
  • Take the initiative to provide all details focusing on one call resolution
  • Handle a high volume of calls utilizing available resources and tools
  • Review and explain member coordination of benefits
  • Notate and document accounts thoroughly
  • Review and educate on claims details, policies, and procedures
  • Review claim processing and billing
  • Utilize account systems to retrieve, analyze, and answer account inquiries
  • Show expertise in the healthcare field and insurance process
  • Willingly learn new areas and engage in self-development
  • Handle a wide range of calls from Agencies, providers, members, and legal inquiries
  • Set up member correspondence and forms to be mailed
  • Receive and send faxes related to member request
  • Additional

Customer Service Representative/ Scanner

Law office of Marshall Watson
Fort Lauderdale, FL
01.2008 - 01.2013
  • Receive and process court documentation for mortgage lawyers
  • Handle a high volume of request for records
  • Collection, organization, and evaluation of mortgage documents
  • Process request for documentation from attorneys and legal entities
  • Accurate Documentation and account service request
  • Launch and initiate outbound calls when appropriate
  • Scan documents into proper systems
  • Utilize software to locate records when requested
  • Remain professional and willingly to assist

Education

Diploma -

Blanche Ely High School
2005

Skills

  • Highlights of skills
  • Great ability multi-tasking using multiple working systems
  • Excellent communication; Verbal and Written
  • Computer Savvy; Date Entry free of errors
  • Knowledge operating Microsoft office products
  • Able to defuse difficult and escalated issues
  • Inbound and Outbound Calling
  • Route dispatch
  • Report preparation
  • Complaint resolution
  • Recordkeeping strengths
  • Creative problem solving
  • Professional telephone demeanor
  • Money handling abilities

Timeline

Customer Service Representative/Dispatcher

Cliff Berry Inc.
08.2016 - 08.2022

Customer Service Representative/ Coordination of Benefits

EmblemHealth
01.2013 - 07.2016

Customer Service Representative/ Scanner

Law office of Marshall Watson
01.2008 - 01.2013

Diploma -

Blanche Ely High School

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Shanika Ross