Shanna Osborn
Farmington
Summary
Results-driven Professional with over 15 years of experience in high-volume administrative support, customer advocacy, and complex benefits advising. Expert at managing intricate schedules and coordinating last-minute logistics for teams in start-up environments. Proven ability to navigate complex CRM and insurance systems while resolving high-stakes issues with empathy and precision.
Overview
12
12
years of professional experience
Work History
Health Benefits Advisor
PEHP
Layton, Utah
04.2025 - 02.2026
- Educate public employees about benefit options. Assist with enrollment, health insurance, wellness programs, and other perks offered.
- Maintain accurate benefit records and ensure up to date records of benefit information.
- Assist members, providers and other vendors with concerns related to patient benefits and claims.
- Serve as the main contact person to thoroughly explain our many available health plans such as costs, copay, deductibles. Educate employees on finding an in network provider and facilities and other cost saving options.
- Assist with website and portal navigation, and other online account issues.
Administrative Coordinator
22Salute LLC
Layton, UT
10.2024 - 03.2025
- Orchestrated shifting schedules and appointment booking for a lean team, ensuring zero scheduling conflicts despite frequent priority changes.
- Managed complex domestic and international travel arrangements, often handling last-minute requests and multi-leg itineraries under tight deadlines.
- Served as the central point of contact for team synchronization, managing agendas and administrative tasks in a start-up environment.
Virtual Leasing Agent
Entrata
Lehi, Utah
06.2018 - 10.2024
- Managed leasing inquiries for over 26,000 multifamily communities worldwide, utilizing strong customer service and administrative skills.
- Built rapport with prospective residents, assessing their needs and pre-approving applicants based on community guidelines.
- Scheduled property tours using electronic calendaring systems, ensuring efficient time management and organization.
- Maintained detailed records of interactions and follow-up actions in the CRM, demonstrating proficiency in data entry and record-keeping.
- Provided exceptional customer service, contributing to high satisfaction and retention rates.
- Collaborated with team members to improve processes and enhance service quality, showcasing teamwork and problem-solving abilities.
Intake Coordinator
Davis Behavior Health
02.2017 - 05.2018
- Conducted in-depth client interviews via phone and in person to determine appropriate services.
- Matched clients with appropriate programs based on demographics, insurance coverage, and other key factors.
- Improved office efficiency by managing high call volumes and appointments, ensuring smooth operations and seamless client experiences.
- Verified insurance benefits, confirm self-pay status and work with third party payers.
Senior Account Representative/Web Support
AAA NCNU Northern California(Utah/Nevada)
Clearfield, Utah
09.2015 - 05.2016
- Resolved website and customer service issues, providing effective solutions to enhance user experience.
- Trained and assisted new employees, ensuring they were well-prepared to handle customer inquiries and website.
- Acted as a research and subject matter expert, addressing complex and sensitive service issues.
- Collaborated with web developers to manage and fix website issues, improving site functionality and user satisfaction.
Chat Representative
The Home Depot Contact Center
Ogden, Utah
03.2014 - 08.2015
- Corresponded with customers via email and online chat, quickly assessing their needs and providing proactive solutions.
- Provided superior customer service while handling incoming chat messages for order placement, account resolution, and website navigation.
- Answered questions related to policies and product inquiries, documenting details accurately in the CRM system.
- Ensured customer satisfaction by resolving issues efficiently and maintaining a professional demeanor.
Education
Associate of Applied Business - Business Administration
Weber State University
Ogden, UtahHigh School Diploma - undefined
Bonneville High School
Ogden, UtahSkills
- Microsoft Outlook
- Microsoft Office Suite
- Spreadsheets
- Electronic Calendaring
- Data Entry
- Clerical Support
- Teamwork and Collaboration
- Multi-Line Phone Systems
- Vendor Relations and Purchase Orders
- Strong Analytical and Problem-Solving Skills
- Detail-Oriented and Organized
- Exceptional Communication Skills
- Ability to Work Calmly and Professionally Under Pressure
- Experience with Budget Management and Financial Tracking
- QuickBooks
- Travel planning
- Travel research
- Client relations
Timeline
Health Benefits Advisor
PEHP
04.2025 - 02.2026
Administrative Coordinator
22Salute LLC
10.2024 - 03.2025
Virtual Leasing Agent
Entrata
06.2018 - 10.2024
Intake Coordinator
Davis Behavior Health
02.2017 - 05.2018
Senior Account Representative/Web Support
AAA NCNU Northern California(Utah/Nevada)
09.2015 - 05.2016
Chat Representative
The Home Depot Contact Center
03.2014 - 08.2015
High School Diploma - undefined
Bonneville High School
Associate of Applied Business - Business Administration
Weber State University