Shaniqua Howell Suell
Garner,NC
Summary
Hardworking employee enthusiastic about learning Different fields inside and out. Pursues opportunities to learn new skills and contribute to group success. Offers strong administrative, relationship-building and problem-solving abilities. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
12
12
years of professional experience
Work History
Life Insurance Specialist
Metlife
Cary, NC
07.2022 - 04.2023
- Explained coverage options to potential policyholders, answering questions or concerns.
- Monitored clients' insurance coverages to ensure changing needs were met.
- Calculated premiums and established payment methods.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Consulted with customers to resolve service and billing issues.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Improved customer service wait times to mitigate complaints.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Educated customers on special pricing opportunities and company offerings.
- Contacted underwriters and submitted forms to obtain binder coverage.
- Pursued continued professional development through insurance workshops, course and webinars.
COVID-19 Contact Tracer
Wake County Public Schools
Wake Forest, NC
02.2020 - 07.2022
- Contract Job
- Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms.
- Provided educational and informational resources regarding isolation policies and quarantine measures.
- Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts.
- Performed record keeping by logging client information within secure contact-tracing software.
- Explained importance of contact tracing to prevent disease transmission and keep communities healthy.
- Delivered healthy living and disease management information to specific population groups.
Driver
Austin Trucking
Clayton, NC
01.2019 - 06.2022
- Seasonal Job
- Maneuvered trucks to correct locations for material drops, working with large equipment operators to correctly position loads for best distribution.
- Inspected truck equipment and supplies such as tires, lights, brakes, gas, oil, and water.
- Weighed in and out at scales for load ticketing and legal weight compliance.
- Operated with safety and skill to avoid accidents and delays.
- Maintained truck logs or time recordings as required by state and company policies and regulations.
- Conducted efficient cargo transfers to maintain route schedules.
- Finalized daily logs on schedule to update internal records and uphold DOT requirements.
Inbound Call Center Agent
Alorica
Rocky Mount, North Carolina
01.2011 - 03.2019
- Assisted with processing payments
- Answered warm inbound calls from potential customers answering advertising solicitations
- Scheduled appointments for technicians
- Explained and answered customer concerns regarding cable plans
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes
- Generated new and repeat sales by offering timely product, service and technical information
- Answered phone with friendly greeting to create positive inbound calling experience for customers
- Trained and coached new call center team members on computer systems and customer service strategies
Program Specialist
LabCorp
Raleigh, NC
10.2013 - 11.2016
- Contract Job (Four Months)
- Worked alongside other professionals to outline and implement program plans and objectives.
- Maintained regular communication between departments via email and phone calls to coordinate program logistics.
- Established goals and created action plans to achieve goals.
- Received incoming phone calls and contact form submissions and provided timely responses to inquiries.
- Determined customer needs and developed program initiatives according to preferences.
- Spearheaded implementation of program rules, frameworks and toolkits to facilitate smooth change management process.
Education
M.A Diploma - Medical Assisting
Gwinette College
Raleigh, NC01.2023
GED -
Wayne Community College
Goldsboro, NC09.2017
Skills
- Policy Management
- Lead Prospecting
- Client Education
- Policy Adjustment Knowledge
- Client Relationship Management
- Appointment Scheduling
- Client Service
- Calendaring
- Customer Consulting
- Office Equipment Proficiency
- Critical Thinking
- Microsoft PowerPoint
- Technologically Savvy
- Customer Service
- Computer Proficiency
- Creative Problem Solving
- Retail Sales Customer Service
- Document Control
- Paperwork Processing
- Reading Comprehension
- Multi-Task Management
- Microsoft Outlook
- Call Triaging
- Filing
- Account Updating
- Inbound and Outbound Calling
Timeline
Life Insurance Specialist
Metlife
07.2022 - 04.2023
COVID-19 Contact Tracer
Wake County Public Schools
02.2020 - 07.2022
Driver
Austin Trucking
01.2019 - 06.2022
Program Specialist
LabCorp
10.2013 - 11.2016
Inbound Call Center Agent
Alorica
01.2011 - 03.2019
M.A Diploma - Medical Assisting
Gwinette College
GED -
Wayne Community College
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