SHANIQUA Mitchell
Mansfield,TX
Summary
Highly motivated and experienced customer service representative with over 21 years of experience in providing excellent customer service. Possesses strong communication, problem-solving, and customer service skills.
Overview
23
23
years of professional experience
Work History
Customer Service Representative WFH
Cerpass
09.2024 - 02.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Humana
09.2019 - 05.2020
- Address customer needs which may include complex benefit questions, resolving issues, and educating members
- Records details of inquiries, comments or complaints, transactions or interactions and acts in accordance with it
- Escalate unresolved and pending customer grievances
- Call out to providers regarding prior authorizations and coverage pertaining to surgical procedures
Customer Service Representative
Anthem, Inc
02.2019 - 08.2019
- Respond to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims
- Analyze problems and provides information/solutions
- Operate a PC/image station to obtain and extract information, documents information, activities, and changes in the database
- Document inquiry outcomes for accurate tracking and analysis
- Develop and maintain positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner
- Research and analyze data to address operational challenges and customer service issues
- Provides external and internal customers with requested information
Remote Customer Service Representative
Medco Inc.
07.2002 - 12.2013
- Received incoming calls for prescription drugs and performed drug pricing for customers
- Processed prior authorization claims, prescription claims and verified eligibility
- Assisted Medicare D and commercial customers with benefits and explained insurance plan features, advantages, and disadvantages to promote policy sales
- Answered client questions about the purpose and details of financial plans and strategies
Education
Diploma - Diploma
South Oak Cliff High
3601 S Marsalis Ave 05.1998
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Customer relations
- Relationship building
- Computer proficiency
Timeline
Customer Service Representative WFH
Cerpass
09.2024 - 02.2025
Customer Service Representative
Humana
09.2019 - 05.2020
Customer Service Representative
Anthem, Inc
02.2019 - 08.2019
Remote Customer Service Representative
Medco Inc.
07.2002 - 12.2013
Diploma - Diploma
South Oak Cliff High
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