Shaniqua Duncan

Provided customer service focused on providing high-level support to members by resolving complex medical and pharmacy benefit issues, navigating claims disputes, assisting with plan selection, and generally acting as a dedicated point of contact for members requiring extensive guidance and advocacy throughout their healthcare journey, all while delivering premium customer service and ensuring timely resolution of concerns; ability to handle the most intricate member issues and provide exceptional support.

• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
• Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
• Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
• Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
• Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
• Increased customer retention rates by implementing customer feedback into actionable improvements.