Summary
Overview
Work History
Education
Skills
References
Accomplishments
Timeline
Generic

Shannon Reese

434 Fetterbush Dr. Moncks Corner,SC

Summary

Dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction.

Overview

27
27
years of professional experience

Work History

Customer Service Representative

Charleston Water System
Charleston, SC
12.2021 - Current
  • Conducts daily customer interactions through phone and/or in-person, which include recording transaction details, conducting research, calculating and clarifying account information, and more.
  • Executes core tasks associated with assigned areas within Customer Service operations, namely Branch Office, Call Center, and Accounts Administration.

Call Center Operator

Roper St. Francis
Charleston, SC
02.2016 - 11.2021
  • Ensuring precision in on-call schedules for all RSFPP physicians and acting as the main liaison for RSFPP physician practices outside regular hours (including reaching out to on-call physicians as per protocol mandates).
  • Conducting financial reconciliation and delving into payment research, managing appointment scheduling, confirming insurance details, overseeing precertification coordination (for specialist referrals, etc.), and collecting payments from new patients and attendees of classes/events.
  • Delivering accurate and streamlined telehealth services, encompassing tasks such as providing general information, offering provider referrals, facilitating class registrations, and assisting patients or health plan members effectively.

Retail Wireless Sales Specialist

T-Mobile/Sun Com
North Charleston and Daniels Island, SC
04.2000 - 02.2017
  • Greeted customers warmly upon entering the store and offered assistance throughout their shopping experience.
  • Successfully managed the opening and closing procedures of the store on multiple occasions.
  • Developed strong relationships with customers through excellent customer service skills.
  • Utilized POS system to process payments quickly and accurately.
  • Delivered exceptional customer service by providing knowledgeable advice about products being sold.
  • Managing administrative procedures during point of sale, ensuring precise and prompt processing of all sales, return, and receiving transactions within the system. Accomplishing associated paperwork transactions efficiently.
  • Offering customer service assistance by aiding the sales team in handling customer transactions during peak periods. This includes handling customer payments, managing returns, exchanges, ESN changes, and addressing basic billing inquiries.
  • Investigating inaccurately activated items, managing customer account splits and migration upgrade requests, and executing Electronic Serial Number (ESN) and Mobile Number changes within client accounts.

Medical Collections Representative

Credit Adjustment Bureau
Charleston, South Carolina
01.1999 - 01.2000
  • Exhibited strong customer service skills to effectively manage challenging conversations with patients regarding outstanding balances.
  • Investigated and confirmed the status of patients' medical billing records and verified recorded payments. Re-submitted medical claims to relevant insurance providers as necessary.
  • Provided and negotiated payment plan options and settlements for outstanding accounts. Collected and managed over-the-phone payments effectively.
  • Maintained a high level of professionalism when interacting with patients over the phone or through written correspondence.

Package Sorter/Loader

Federal Express
Charleston, SC & Atlanta, GA
01.1997 - 01.1999
  • Responsible for organizing, scanning based on airport barcode locations, classifying, packaging, and loading cargo onto FedEx airplanes destined for various shipping locations, which also involved providing shipping rate estimates.
  • Loaded and unloaded packages from trucks, consistently meeting deadlines.
  • Followed all safety regulations and procedures when handling packages.
  • Handled multiple tasks simultaneously with professionalism and efficiency.

Education

ICD10 Coding Certification -

Academy of Professional Coders
04.2016

Coding Certification ICD9 -

Academy of Professional Coders
12.2015

Criminal Justice/Home Land Security -

Trident Technical College

High School Diploma -

Stratford High School

Skills

  • Microsoft Windows NT/XP
  • RMS
  • Lightbridge/Atlys (credit/billing databases system)
  • Internet
  • Auto-Dialer phone
  • Microsoft Office Suite
  • Customer Service
  • Problem-Solving Abilities
  • Inbound and Outbound Calling
  • Data Entry
  • Retail Sales Customer Service
  • Critical Thinking
  • 10-Key
  • Digital and Print Editing

References

  • Tamika Gilliam, 843-345-1182
  • Erika James, Roper, 843-810-0000
  • Chevelle Ross, Charleston Water System, 803-707-0592

Accomplishments

  • *Major Achievements With T-Mobile*  Consistently maintained a 98-100% no error production quota ratio.  Recipient: “I Get It” Award for learning, handling additional task assignments, providing support to the Credit Analyst Department and going above and beyond to get the job done - 2002.
  • *Major Achievement With Credit Adjustment Bureau* Instrumental in successful collection of over 75% A/R of assigned delinquent accounts

Timeline

Customer Service Representative

Charleston Water System
12.2021 - Current

Call Center Operator

Roper St. Francis
02.2016 - 11.2021

Retail Wireless Sales Specialist

T-Mobile/Sun Com
04.2000 - 02.2017

Medical Collections Representative

Credit Adjustment Bureau
01.1999 - 01.2000

Package Sorter/Loader

Federal Express
01.1997 - 01.1999

ICD10 Coding Certification -

Academy of Professional Coders

Coding Certification ICD9 -

Academy of Professional Coders

Criminal Justice/Home Land Security -

Trident Technical College

High School Diploma -

Stratford High School

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