Shannan James
Virginia Beach,VA
Summary
Resourceful Customer Service Executive known for exceptional productivity and efficient task completion. Specialize in conflict resolution, customer relationship management, and effective communication. Excel in active listening, empathy, and problem-solving to enhance customer satisfaction and loyalty.
Overview
19
19
years of professional experience
Work History
Provider Relations Specialist
CVS/Aetna
Remote, VA
01.2024 - Current
- Maintained strong relationships with providers to enhance collaboration and improve member satisfaction.
- Utilized eligibility systems to verify member coverage, and ensure accurate claims processing.
- Proficient in assigning correct codes for diagnoses and procedures based on medical records.
- Demonstrated excellent communication skills and empathy in all customer interactions.
Fraud Intake Coordinator
Capital One
Remote, VA
06.2022 - 10.2023
- Utilize sophisticated analytical tools, machine learning algorithms, and statistical models to identify anomalies, patterns, and trends indicative of fraudulent behavior.
- Apply advanced data analysis techniques, including data mining and predictive modeling, to identify emerging fraud trends and develop proactive mitigation strategies.
- Collaborate closely with cross-functional teams, including fraud investigators, compliance officers, and legal counsel, to develop and implement robust fraud prevention measures, and ensure strict adherence to regulatory guidelines.
Inside Sales Representative
Black River Produce
Springfield, VT
04.2020 - 10.2023
- Leveraged consultative selling techniques to understand customer needs, provide tailored solutions, and build long-term relationships, resulting in increased sales and customer loyalty
- Consistently exceeded sales targets and revenue goals, employing a data-driven approach to sales prospecting, lead qualification, and opportunity management.
Senior Sales and Customer Service Specialist
Allstate
Portsmouth, VA
09.2005 - 05.2016
- Leveraged consultative selling techniques to understand customer needs, provide tailored solutions, and build long-term relationships, resulting in increased sales and customer loyalty.
- Implemented CRM software to streamline customer data management and improve communication processes.
- Provided exceptional customer service for policyholders, explaining benefits, coverage, and claims procedures.
- Oversaw a team of administrative staff, providing training, support, and motivation.
- Familiar with data entry and maintaining accurate records for organizational efficiency.
- Proficient in Microsoft Office for efficient document creation and organization.
Skills
- Service Excellence
- Skilled in Microsoft Office Applications
- Strong Interpersonal Communication
- Effective Troubleshooting
- Attention to detail
- Detail-Oriented Planning
- Proactive Issue Resolution
- Revenue Generation
- Collaborative Team Player
- Feature-Benefit Evaluation
- Effective Presentation Delivery
- Effective Persuasion
- Simultaneous Task Management
Timeline
Provider Relations Specialist
CVS/Aetna
01.2024 - Current
Fraud Intake Coordinator
Capital One
06.2022 - 10.2023
Inside Sales Representative
Black River Produce
04.2020 - 10.2023
Senior Sales and Customer Service Specialist
Allstate
09.2005 - 05.2016
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