Shannon Honeycutt
Honeycutt Mowing and Trimming
Clarksville,TN
21
years of professional experience
Military Service Representative - Tricare resolves member benefit, eligibility, billing, authorization, and EOB questions for 36+ members per day through live phone support and timely follow-up. Handles complex case research across multiple systems, resolving 11–20 cases per week and guides members through website use, and drives issues through to resolution. Supports 90%+ first-call resolution, caller satisfaction, and call quality in a high-volume service environment.
Work History
Owner/Operator
9 Years 6 Months- Managed daily operations of mowing and trimming services to ensure customer satisfaction.
- Developed strong client relationships through effective communication and personalized service delivery.
- Supervised a team of landscapers, fostering skill development and adherence to safety protocols.
- Implemented efficient scheduling systems to optimize workflow and reduce downtime between jobs.
- Conducted regular quality control inspections to maintain high service standards across all projects.
- Analyzed market trends to adapt services and pricing strategies, increasing competitive advantage.
- Managed day-to-day business operations.
- Streamlined inventory management processes, reducing waste and ensuring timely availability of supplies.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Increased customer satisfaction by providing high-quality services and timely communication.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Consulted with customers to assess needs and propose optimal solutions.
- Established strong relationships with suppliers, ensuring consistent delivery of goods and services at competitive prices.
- Cultivated a positive work environment, leading to higher employee retention rates and overall job satisfaction.
- Negotiated contracts with vendors to secure favorable terms for the business.
- Trained and motivated employees to perform daily business functions.
Military Service Representative - Tricare
2 Years- Achieved customer satisfaction by effectively managing incoming calls, addressing inquiries related to billing, payments, and treatment authorizations. Enhanced customer experience by delivering accurate information on eligibility and benefits. Clarified explanations of benefits (EOBs), leading to improved customer understanding and engagement.
- Achieved customer satisfaction by identifying specific inquiries through active listening and documentation of essential information in computer systems. Empowered customers to independently navigate UnitedHealth Group websites, enhancing their self-sufficiency and confidence.
- Achieved high customer satisfaction by promptly resolving issues in real time and following up diligently. Streamlined research on complex problems using multiple databases to enhance resolution efficiency. Facilitated collaboration with support teams to effectively manage escalated customer challenges.
- Provided education and status on previously submitted pre-authorizations or predetermination requests
- Met the performance goals established for the position in the areas of: efficiency, call quality, caller satisfaction, first call resolution and attendance
- Delivered accurate information regarding military benefits and entitlements to veterans and service members.
- Assisted clients in navigating claims processes, ensuring timely submission of necessary documentation.
- Supervised daily operations, ensuring compliance with safety and quality standards.
- Trained team members on operational procedures and best practices to enhance productivity.
- Monitored workflow efficiency, identifying areas for process improvement and implementing solutions.
- Conducted performance evaluations, providing constructive feedback to support employee development.
- Led team meetings to communicate objectives, share updates, and address concerns effectively.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Delivered support to military members navigating healthcare benefits and enrollment processes.
- Educated veterans on available health plan options and eligibility criteria.
Supervisor - Customer Relations
3 Years 2 Months- Supervised team of 8-15 employees, ensuring effective performance and adherence to operational standards
- Field calls, answer questions and resolve issues
- Provide accessibility to Acumen consumers during business hours through various mediums of incoming communication Receive and expedite resolution of complaints
- Monitor Phone Representative Calls
- Access other departments for collaborative resolution of issues
- Handled incoming calls, addressing questions and resolving issues to enhance customer satisfaction
- Facilitated accessibility for Acumen consumers during business hours through multiple communication channels, expediting complaint resolutions
- Write department processes and service scripts
- Mentored employees
- Created training manuals
- Developed and implemented customer feedback processes to enhance service delivery.
- Led cross-functional teams to address customer concerns and streamline resolution workflows.
- Enhanced communication strategies, fostering a culture of transparency with customers.
- Trained and mentored staff on best practices for customer engagement and support excellence.
- Established key performance indicators to measure success in customer relations initiatives.
- Implemented comprehensive training programs for new hires, fostering a positive work environment and well-equipped staff.
- Analyzed performance metrics to identify areas of improvement, leading to strategic initiatives that enhanced overall customer experience.
- Cultivated a culture of accountability within the department, promoting ownership over tasks and empowering employees to make decisions in line with company values.
- Performed supervisory functions, made hiring, demoting and terminating decisions and conducted performance appraisals.
- Established performance objectives for team members, providing ongoing coaching and guidance to ensure achievement of goals.
Team Lead - Ricoh Operations Support
2 Years 6 Months- Supervised 20 Billing Representatives
- Overseen training for 500 billing reps for new ORACLE software
- Resolved customer billing errors directly, enhancing overall satisfaction
- Worked directly with Customer Liaison, Director of Service, Area Director of Financial Ops, Collections and Sales Reps on escalated customer billing issues Aug 2007 - May 2008
- Reviewed/Approved/Denied credits and re-bills
- Manage Customers accounts
- Provide process support for billing team
- Supervised 20 billing representatives, ensuring adherence to service standards and training protocols
- Oversaw training for 500 billing reps for new ORACLE software
- Led cross-functional teams to enhance operational efficiency and achieve project milestones.
- Developed training programs for new employees, fostering skill acquisition and team cohesion.
- Implemented process improvements that streamlined workflows and reduced turnaround times.
- Monitored performance metrics to identify areas for enhancement and ensure quality standards.
- Facilitated communication between departments to align objectives and improve service delivery.
- Conducted regular team meetings to assess progress, address challenges, and promote collaboration.
- Mentored junior staff, providing guidance on best practices and professional development opportunities.
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
Senior Specialist II – Key Accounts – Billing Department
3 Years 6 Months- Resolved billing errors for customers to enhance satisfaction
- Provided process support for billing team
- Processed credits and re-bills
- Worked daily billing reports
- Led cross-functional teams to optimize workflow processes and enhance operational efficiency.
- Developed training materials and conducted workshops to improve staff performance and knowledge retention.
- Implemented strategic initiatives that increased customer satisfaction and service delivery standards.
- Collaborated with management to align departmental goals with overall company objectives, ensuring cohesive strategy execution.
- Mentored junior specialists, fostering professional growth and enhancing team capabilities through guidance and support.
- Managed vendor relationships, negotiating contracts that resulted in cost efficiencies while maintaining quality standards.
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Supported department leadership in implementing new policies, procedures and controls.
- Managed complex projects from inception to completion, ensuring timely delivery and client satisfaction.
- Established strong working relationships with clients through exceptional customer service and proactive communication efforts.
- Delivered high-quality results consistently by adhering to strict quality control measures and industry best practices.
- Negotiated contracts with vendors, securing favorable terms that benefited the organization''s bottom line.
- Enhanced team skill sets with targeted training programs, elevating overall productivity and project outcomes.
- Led cross-functional teams to develop and launch new software products, achieving market recognition for innovation.
Education
High School Diploma
- Dean's List [Semester and Year]
- Honor Roll [Semester and Year]
- 4.0 GPA
Emergency Medical Tech - Sports Medicine
- Dean's List [Semester and Year]
- Honor Roll [Semester and Year]
- 3.8 GPA
Associate of Arts - Business
- Dean's List [Semester and Year]
- Honor Roll [Semester and Year]
- 3.5 GPA
Skills
Customer issue resolution
Call quality monitoring
Billing support
Escalation management
Performance tracking
Contact center operations
First call resolution
Customer satisfaction metrics
Complaint handling
Quality assurance monitoring
Enrollment processing
Billing dispute resolution
Team supervision
Staff coaching
Training manual development
Process documentation
Policy compliance
New hire onboarding
Coaching documentation
Workforce scheduling
Training needs assessment
Timeline
Owner/Operator
Honeycutt Mowing and Trimming
05.2016 - 11.2025Read More
Military Service Representative - Tricare
United HealthGroup
01.2014 - 01.2016Read More
Supervisor - Customer Relations
Acumen Fiscal Agent, LLC Mesa
11.2010 - 01.2014Read More
Team Lead - Ricoh Operations Support
IKON Office Solutions
05.2008 - 11.2010Read More
Senior Specialist II – Key Accounts – Billing Department
IKON Office Solutions
11.2004 - 05.2008Read More
Tulare Union High School
High School Diploma
Read More
College of The Sequoias
Emergency Medical Tech from Sports Medicine
Read More
Victor Valley College
Associate of Arts from Business
Read More