Summary
Overview
Work History
Education
Skills
Timeline
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Shaniqua Imes

Statesville,NC

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

7
7
years of professional experience

Work History

Remote Technical Support Representative

OnBrand24
07.2019 - 11.2023
  • Responded to customer inquiries and provided technical assistance over phone.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented support interactions for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Monitored systems in operation and quickly troubleshot errors.

Remote Healthcare Customer Service Representative

MCI
06.2016 - 06.2019
  • Input all patient data regarding claims and prior authorizations into system accurately.
  • Analyzed medical records and other documents to determine approval of requests for authorization.
  • Provided prior authorization support for physicians, healthcare providers and patients in accordance with payer guidelines.
  • Evaluated clinical criteria for approval or denial of services requiring pre-authorization.
  • Responded to inquiries from healthcare providers regarding prior authorization requests.
  • Verified eligibility and compliance with authorization requirements for service providers.

Education

Bachelor of Science -

Southern New Hampshire University
Hooksett, NH
08.2025

Skills

  • Active Listening
  • Customer Relations
  • Technical Support
  • Understanding Customer Needs
  • Strong Analytical and Problem-Solving Skills
  • Critical Thinking
  • Clerical Support
  • Time Management
  • Medical Terminology Knowledge
  • Issue and Complaint Resolution
  • Problem-Solving Ability
  • Appointment Scheduling

Timeline

Remote Technical Support Representative

OnBrand24
07.2019 - 11.2023

Remote Healthcare Customer Service Representative

MCI
06.2016 - 06.2019

Bachelor of Science -

Southern New Hampshire University

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Shaniqua Imes