Shannon Allen
Orlando,FL
Summary
Detail-oriented and customer-focused professional seeking to leverage training and facilitation experience as an Auto Claim Representative Trainee at Travelers Insurance Company. Committed to delivering exceptional service and support to clients while ensuring efficient claims processing.
Overview
10
10
years of professional experience
Work History
Training Delivery Specialist
CVS Health
10.2022 - Current
- Facilitated core curriculum learning programs for a specific business unit, utilizing diverse delivery methods to enhance knowledge retention and application, ensuring a strong foundation for effective claims handling
- Participated in curriculum walkthroughs and train-the-trainer sessions to prepare for the delivery of learning programs, demonstrating a commitment to continuous improvement and knowledge sharing
- Assisted in the design and development of new learning programs and revisions of existing programs by providing timely feedback to curriculum developers, ensuring alignment with business needs and best practices
- Administered course evaluations and reviewed facilitator evaluations to drive continuous self-development and improvement, fostering a culture of excellence in service delivery
Customer Care Associate
CVS / IngenioRX
01.2021 - 01.2022
- Deliver exceptional customer service to members by effectively addressing their inquiries, whether through pharmacy calls or interdepartmental communication, ensuring comprehensive resolution on the first contact
- Manage complaints while consistently exhibiting behaviors that support the achievement of service level goals
- Collaborate with internal and external business partners to develop solutions, taking ownership of follow-through to ensure successful outcomes
- As a team captain, guide a team of 15-25 Customer Care Representatives (CCRs) in resolving outstanding issues during the initial contact with participants
- Support my team of 15-25 CCRs in providing timely and accurate information to empower customers in making informed health decisions
- Assist my supervisor with active call monitoring for monthly quality assurance, as well as leading impact coaching sessions and call calibrations
Customer Service Representative
CVS Caremark
01.2019 - 01.2021
- Delivered exceptional customer service by responding to incoming calls, emails, and letters in alignment with CVS Health’s mission, vision, and values
- Demonstrated expertise in interpreting and explaining company policies and procedures to ensure customer satisfaction
- Collaborated with field management, category managers, and other departments to resolve customer concerns and improve service outcomes
- Consistently provided timely and accurate responses to customer inquiries, ensuring a seamless experience and fostering loyalty
Reservations Agent
JetBlue/TrueBlue
04.2015 - 02.2019
- Responded to inbound customer calls regarding flight itineraries, demonstrating strong communication skills and the ability to actively listen to and address customer needs, ensuring a positive customer experience
- Accurately captured and input customer data into the booking system, showcasing attention to detail and organizational skills essential for managing claims information
- Collaborated with peers and management to provide ongoing support, fostering teamwork and effective communication across departments, which is vital in a claims processing environment
- Assisted front-line crew members with escalated supervisor calls, reinforcing JetBlue’s core values and demonstrating the ability to handle complex situations with professionalism and poise
- Engaged in company activities and volunteered with JetBlue’s Marketing Department, enhancing team relationships and contributing to a positive workplace culture
Education
Diploma -
Oakridge High School
Orlando, FL05-1989
Skills
- Training
- Facilitation
- Exceptional service
- Strong organizational skills
- Self-motivation and discipline
- Patience and tolerance
- Active listening
- Data entry
- New hire training
- Public speaking
- Planning and coordination
Timeline
Training Delivery Specialist
CVS Health
10.2022 - Current
Customer Care Associate
CVS / IngenioRX
01.2021 - 01.2022
Customer Service Representative
CVS Caremark
01.2019 - 01.2021
Reservations Agent
JetBlue/TrueBlue
04.2015 - 02.2019
Diploma -
Oakridge High School
Similar Profiles
Austin AncellAustin Ancell
Operations Supervisor at CVS HealthOperations Supervisor at CVS Health
Zaria LottZaria Lott
Pharmacy Technician at CVS HealthPharmacy Technician at CVS Health
Ryan WalbergRyan Walberg
Lead Director of Digital Product at CVS HealthLead Director of Digital Product at CVS Health