Summary
Overview
Work History
Education
Skills
Skills
Timeline
Generic

Shanika Smith

Meridian,MS

Summary

Knowledgeable and dedicated customer service professional with extensive experience. Strong leader, problem-solver, and solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.

Overview

5
5
years of professional experience

Work History

Remote Healthcare Customer Service Representative

ContinuumGlobal
01.2023 - Current
  • Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
  • Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
  • Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
  • Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Contributed to the company''s ongoing success by actively seeking opportunities for personal growth and skill development within the healthcare customer service field.

Remote Resolution Coordinator I

Walmart
06.2020 - 12.2022
  • Improved customer satisfaction by addressing and resolving complaints in a timely and efficient manner.
  • Enhanced team productivity by implementing effective communication channels and providing regular feedback to staff members.
  • Reduced case resolution time by streamlining the complaint handling process and utilizing conflict resolution skills.
  • Increased department efficiency through thorough documentation of case details, leading to well-informed decision making.
  • Developed detailed reports on case resolutions that contributed to continuous improvement initiatives within the organization.
  • Expedited issue resolution by identifying patterns and trends in customer complaints, informing proactive measures for improvement.

Education

High School Diploma -

Meridian High School
05-2009

Skills

  • Patient confidentiality
  • Call center experience
  • Data entry proficiency
  • Stress Tolerance
  • Medical billing knowledge
  • Insurance Verification
  • Claims Processing
  • Medical Terminology
  • Follow-up skills
  • Multitasking and Organization
  • Critical Thinking
  • Problem-Solving Skills
  • Customer Service
  • HIPAA Compliance
  • Team Leadership
  • Payment Processing

Skills

  • Microsoft Office
  • Multitasking Abilities
  • Adaptability and Flexibility
  • Empathy and Compassion
  • Technical Support
  • Dual Monitor Expertise
  • Interpersonal Skills
  • Zendesk
  • 60 WPM

Timeline

Remote Healthcare Customer Service Representative

ContinuumGlobal
01.2023 - Current

Remote Resolution Coordinator I

Walmart
06.2020 - 12.2022

High School Diploma -

Meridian High School

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