Overview
Work History
Education
Skills
Certification
Additional Information
Assessments
Timeline
Generic

Shanna Parker

Bowling Green,KY

Overview

8
8
years of professional experience
1
1
Certification

Work History

Claims Processor

Conduent
Bowling Green, KY
08.2023 - 01.2024
  • I process health insurance claims.
  • Documented decisions on each claim based on research findings and applicable benefit plans.
  • Processed claims for payment or forwarded to appropriate personnel for further investigation
  • Processed claims according to established quality and production standards and made corrections and adjustments to solve problems.
  • Precisely calculated refunds, premiums, and adjustments.

Driver Support

Gopuff
Remote
03.2022 - 09.2022
  • I responded to emails regarding drivers pay, submitted adjustments for their pay discrepancies, investigated any missing payment claims that they may have, and approved documents for them to start working with Go puff.
  • Completed day-to-day duties accurately and efficiently.
  • Identified needs of customers promptly and efficiently.

Customer Service Representative/Ambassador

Activus Connect
Remote
11.2021 - 04.2022
  • I provide basic information to customers about the Covid 19 Vaccine, and vaccine locations.

Rental Application Processor

PCG Public Partnerships
Bowling Green, KY
11.2021 - 04.2022
  • I processed emergency rental Applications for the state of Oregon, investigating and approving claims documents to assist people with getting approval for rental assistance.

Service Desk Technician

Netfor, Inc.
Remote
07.2021 - 11.2021
  • I am help desk support for several clients with this company
  • I take calls and submit tickets, do basic troubleshooting for updates and MPOS systems and computers, I follow appropriate escalation procedures for escalating tickets that I was not able to resolve
  • I also do email work, and chat support as well.

Technical Support

Kelly Connect
Bowling Green, KY
06.2019 - 02.2020
  • I assisted customers with troubleshooting their Apple Devices
  • Logged all customer information, performed diagnostic testing, provided detailed documentation of all work, managed update issues, assisted customers with setting up in store appointments.

Help Desk Support

NTT Data
Bowling Green, KY
01.2018 - 05.2018
  • I worked Help Desk IT support for Hospitals
  • We did troubleshooting for computers, printers, remote desktop, etc
  • We also did password and account resets, as well as submitting tickets for more in depth issues.

Customer Service Representative

EVINE
Bowling Green, KY
02.2017 - 06.2017
  • I placed orders, checked on order status, helped customer with billing information, and paying whatever they owed on their accounts, along with tracking orders
  • I also submitted cases in the event that were any issues with the website, or delivery
  • Used multiple windows frequently, and gained knowledge of Salesforce.

Customer Service Representative

Sitel
Glasgow, KY
09.2016 - 01.2017
  • I am Geek Squad appliance services, I confirm delivery times, help set up repairs and installations and price match
  • I also cancel orders, and reach out to see where the delivery/install/repair teams are when they are late, as well as do my best to alleviate any customer issues.

Customer Service Representative

Afni
Bowling Green, KY
11.2015 - 12.2015
  • I helped solve any customer issues via the phone, upgrade their devices, I helped them pay their bill, I also did minor technical support, and helped them upgrade their plans, and helped add any temporary upgrades to their plan, which would involve backdating their account, to avoid any overages, and future dating it so that it would come off of their plan at their next billing cycle.

Education

GED -

Bowling Green Technical College

Skills

  • Salesforce (Less than 1 year)
  • Sales (2 years)
  • Customer Service (3 years)
  • Computer Troubleshooting (1 year)
  • Remote Computer Access for Technical Support (1 year)
  • De-escalation (3 years)
  • Customer Support
  • Customer Care
  • Call Center
  • CSR
  • Tech Support
  • Desktop Support
  • Help Desk
  • Troubleshooting
  • Computer literacy
  • Typing
  • Software Troubleshooting
  • Microsoft Windows
  • Problem-solving
  • Team Work
  • Operating Systems
  • Flexibility
  • Reliability
  • Active Directory
  • Live Chat
  • AWS (Less than 1 year)
  • Data entry
  • Office experience
  • Microsoft Office
  • IT Support
  • Slack (1 year)
  • Communication skills
  • Remote Access Software
  • Computer Networking
  • Network Support

Certification

Chat Support

Additional Information

Fast thinker, computer savvy. Tend to get along with most people. (2 years), De-escalation (2 years)

Assessments

  • Written communication, 06/01/21, Proficient, Best practices for writing, including grammar, style, clarity, and brevity
  • Customer service, 02/01/21, Proficient, Identifying and resolving common customer issues
  • Technical support, 10/01/21, Proficient, Performing software, hardware, and network operations
  • Customer focus & orientation, 10/01/21, Proficient, Responding to customer situations with sensitivity
  • Technical support: Customer situations, 06/01/21, Proficient, Responding to technical support situations with sensitivity

Timeline

Claims Processor

Conduent
08.2023 - 01.2024

Driver Support

Gopuff
03.2022 - 09.2022

Customer Service Representative/Ambassador

Activus Connect
11.2021 - 04.2022

Rental Application Processor

PCG Public Partnerships
11.2021 - 04.2022

Service Desk Technician

Netfor, Inc.
07.2021 - 11.2021

Technical Support

Kelly Connect
06.2019 - 02.2020

Help Desk Support

NTT Data
01.2018 - 05.2018

Customer Service Representative

EVINE
02.2017 - 06.2017

Customer Service Representative

Sitel
09.2016 - 01.2017

Customer Service Representative

Afni
11.2015 - 12.2015

GED -

Bowling Green Technical College
Chat Support

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Shanna Parker