Shannon Shields
Stone Mountain,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
Work History
Staffing Specialist
Employ Bridge
08.2022 - 07.2023
- Work with patients and medical professionals to find in-home care for patients
- Managed applicant tracking system (ATS) database by entering, updating and maintaining candidate contact details, resumes, and supporting documentation.
- Advocated for staff members, helping to identify and resolve conflicts.
Customer Service Associate
Classic Collision
01.2022 - 07.2022
- Assisted customers dealing with property damage or loss
- Helped work with them to get their vehicles and motor units in for repair and reported to the appropriate casualty team.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Benefits Verification Specialist
Talent Bridge
10.2021 - 01.2022
- Verifying medical benefits for patients who have to undergo a special procedure
- Coordinate with the
- Insurance company to ensure coverage is accurate and to update any vital information
Customer Support Specialist
STARTEK
02.2021 - 09.2021
- Worked as a government contractor provide information to callers on their payments and accounts.
Answering Service Operator/Call Center
Dynata Global
10.2019 - 02.2021
- Answered incoming calls from different clients to assist in troubleshooting complaints, checking account information or issuing service calls
Call Center Agent
03.2018 - 05.2020
- Assist clients with their Medicaid and insurance needs
- Looked for additional programs to enhance their current plan.
Preparer/ Administrative Assistant
BRZ Enterprises
12.2011 - 05.2020
- Instant Tax
- Prepared Individual and business returns
- Troubleshoot client complaints
- Entered detailed information into computer system for IRS processing.
Customer Care Representative
Concentrix
07.2016 - 12.2019
- Handled incoming calls to assist cx with troubleshooting issues with their electronic devices and account.
Market Research Interviewer
Opinions Limited
04.2014 - 06.2016
- Gathered statistical data from consumer customers to assist in improving product development
- Accomplishments
- Exceeded goals set for our team.
Education
Bachelor's degree - Human Services
Associate - Accounting
1992
Skills
- Extraordinary Time Management
- Data Entry/Call Center
- Quality Assurance
- Customer Service and Assistance
Timeline
Staffing Specialist - Employ Bridge
08.2022 - 07.2023
Customer Service Associate - Classic Collision
01.2022 - 07.2022
Benefits Verification Specialist - Talent Bridge
10.2021 - 01.2022
Customer Support Specialist - STARTEK
02.2021 - 09.2021
Answering Service Operator/Call Center - Dynata Global
10.2019 - 02.2021
Call Center Agent -
03.2018 - 05.2020
Customer Care Representative - Concentrix
07.2016 - 12.2019
Market Research Interviewer - Opinions Limited
04.2014 - 06.2016
Preparer/ Administrative Assistant - BRZ Enterprises
12.2011 - 05.2020
Southern New Hampshire University - Bachelor's degree, Human Services
Brenau Women's College - Associate, Accounting
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