Shannon Walker
LA
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers. Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Customer support professional equipped to enhance customer satisfaction and drive effective solutions. Strong focus on team collaboration and flexibility with evolving needs. Skill set includes problem-solving, communication, and conflict resolution. Known for reliability and achieving impactful results in high-pressure environments.
Customer support professional prepared for senior-level responsibilities. Extensive experience in resolving challenging customer issues and refining support processes. Recognized for teamwork and adaptability, leveraging communication and problem-solving skills to drive results.
Overview
12
12
years of professional experience
Work History
Insurance Customer Service Representative
Highmark Blue Cross Blue Shield
Slidell, LA
07.2025 - Current
- Facilitated patient inquiries and resolved issues promptly to enhance customer satisfaction.
- Provided detailed explanations of insurance benefits and billing processes to patients and families.
- Trained new staff on customer service protocols and best practices for handling patient interactions.
- Analyzed customer feedback data to identify trends, driving improvements in service quality and response times.
- Developed training materials focused on enhancing staff knowledge of relevant healthcare regulations and policies.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
Customer Service Representative
Concentrix
Slidell, LA
01.2022 - 11.2024
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Developed positive relationships with customers through friendly interactions.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Prevented key account losses by researching discrepancies and correcting problems.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Excelled in exceeding daily credit card application goals.
- Oversaw warranty counseling process to manage expense controls.
Billing Specialist
Blinn Accountants
Houston, TX
03.2022 - 08.2024
- Provided prompt and accurate services through knowledge of government regulations, health benefits and healthcare terminology.
- Reviewed medical records to ensure accuracy of billing information and patient data.
- Assisted with year-end closing tasks including preparing journal entries.
- Weighed envelopes containing statements to determine correct postage and affix postage.
- Accurately input procedure codes, diagnosis codes and patient information into billing software to generate up-to-date invoices.
- Created receiving reports and updated vendor balance sheets to record accounts payable.
- Entered procedure codes, diagnosis codes and patient information into billing software to facilitate invoicing and account management.
- Reviewed purchase orders, sales tickets and charge slips to compute fees or charges due.
- Gathered information to produce accounts payable reports for review.
- Assisted in developing strategies for improving collections processes.
Administrative Assistant
ABC- Academy LLC.
Houston, Texas
01.2021 - 11.2023
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Updated system to organize office documentation, maximizing efficiency and increasing productivity.
- Oversaw staff correspondence, record tracking and data communications, resulting in improved automation of office operations.
- Coordinated and scheduled meetings, including room reservations, catering, and technical setup, for seamless execution.
- Maintained inventory of office supplies and placed orders when necessary.
- Processed invoices for payment using accounting software applications.
- Handled incoming calls and directed callers to appropriate department or employee.
- Provided product shipment logistical support and quality control by coordinating with vendors, resulting in increased revenue.
Daycare Manager
Heavens Daycare LLC.
Slidell, LA
03.2021 - 07.2022
- Managed financial aspects associated with running a successful daycare business.
- Participated in professional development opportunities related to early childhood education.
- Created a safe learning environment that was conducive to positive social interaction among students.
- Maintained accurate records of student attendance, behavior, academic performance, health information, and other related data.
- Set and enhanced program schedules to meet expected demands and enhance student learning opportunities.
- Implemented new programs designed to enhance the overall quality of the daycare center's services.
- Coordinated with outside vendors for supplies needed by the daycare facility.
- Maintained current knowledge of applicable codes and required procedures to optimize learning environments.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
Teacher
Texans Can Academy
Dallas, TX
01.2019 - 01.2021
- Plan, prepare and deliver instructional activities that facilitate active learning experiences
- Develop schemes of work and lesson plans
- Establish and communicate clear objectives for all learning activities
- Prepare classroom for class activities
- Provide a variety of learning materials and resources for use in educational activities
- Identify and select different instructional resources and methods to meet students' varying needs
- Instruct and monitor students in the use of learning materials and equipment
- Use relevant technology to support instruction
Substitute
Waller ISD
Waller, TX
01.2018 - 01.2019
- Adhere to the curriculum and lesson plans assigned by the regular teacher
- Follow procedures and achieve lesson goals
- Assign and explain homework
- Oversee students outside of the classroom including in the hallways and cafeteria
Front Desk Supervisor
La Quinta Inn & Suites
Cypress, TX
01.2018 - 01.2019
- Always ensured outstanding customer care
- Maintained a friendly, professional, cheerful and courteous demeanor at all times
- Accurately answered inquiries from potential guests and accepts hotel reservations
- Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency
- Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion
Housing Intern
PVAMU
Prairie View, TX
01.2017 - 01.2018
- Student housing (Freshmen dorm-upper classman housing)
- Administrative tasks preparing name tags, preparing keys, preparing door tags completing paperwork, making copies, completing on call logs, writing information reports, distributing pertinent information to guests
- Facility tasks room set up, room take down, trash disposal, suite inspections, entering work order requests, linen collection, linen sorting, and laundry cleaning and folding
- Check ins, check outs, weekly on call duty, some weekend on call duty, and rounds in the hall
- Answering general questions, troubleshooting issues, conducting tours, following up with customers, and providing overall excellent customer service
- Initiating emergency protocols, reporting all issues and concerns, referrals to appropriate parties, and knowledgeable of risks to minors on campus policies
Secretary
A.S.U.I Health Center
Houston, TX
01.2014 - 01.2018
- Answer telephones and direct calls to appropriate staff
- Greet visitors, ascertain purpose of visit, and direct them to appropriate staff
- Operate office equipment, such as voice mail messaging systems, and use word processing, spreadsheet, or other software applications to prepare reports, invoices, financial statements, letters, case histories, or medical records
- Receive and route messages or documents, such as laboratory results, to appropriate staff
- Compile and record medical charts, reports, or correspondence, using typewriter or personal computer
- Transmit correspondence or medical records by mail, e-mail, or fax
- Perform various clerical or administrative functions, such as ordering and maintaining an inventory of supplies
- Arrange hospital admissions for patients
- Transcribe recorded messages or practitioners' diagnoses or recommendations into patients' medical records
- Schedule and confirm patient diagnostic appointments, surgeries, or medical consultations
Academic Advisor Intern
PVAMU Advisement office
Prairie View, TX
01.2015 - 01.2017
- As an academic advisor intern, I was responsible for providing educational guidance and assistance for students by planning schedules, recommending courses and determining appropriate education solutions for different types of students
Cashier I
Kroger
Cypress, TX
01.2015 - 01.2017
- Issue receipts, refunds, credits, or change due to customers
- Assist customers by providing information and resolving their complaints
- Greet customers entering establishments
- Process merchandise returns and exchanges
- Maintain clean and orderly checkout areas and complete other general cleaning duties, such as mopping floors and emptying trash cans
- Calculate total payments received during a time period, and reconcile this with total sales
- Assist with duties in other areas of the store, such as monitoring fitting rooms
Education
Master of Arts - Human Services
Houston Baptist University
Houston, TX12.2023
Health Admin. - Health
PrairieView A&M University
Prairie View, Texas12.2018
High School Diploma -
Eisenhower High School
Houston, Texas06.2014
Skills
- Filing paperwork
- Typing legal documents
- Accounting skills
- Working with the public
- Adequate learner
- Great organization skills
- Complaint resolution
- Account updating
- Script adherence
- Business development
- Conflict resolution
- Microsoft PowerPoint
- Report transcription
- Technical troubleshooting
- Customer service
- Retail sales customer service
- Dispute resolution
- Cultural awareness
- Record preparation
- Shipping and receiving
- Time management
- Shipping and logistics
- Order fulfillment
- Coordination
- Materials transport
- Customer satisfaction measurement
- Call center procedures
- Technical support
- In-store support
- Promotional support
Languages
English
Full Professional
Education
other
Timeline
Insurance Customer Service Representative
Highmark Blue Cross Blue Shield
07.2025 - Current
Billing Specialist
Blinn Accountants
03.2022 - 08.2024
Customer Service Representative
Concentrix
01.2022 - 11.2024
Daycare Manager
Heavens Daycare LLC.
03.2021 - 07.2022
Administrative Assistant
ABC- Academy LLC.
01.2021 - 11.2023
Teacher
Texans Can Academy
01.2019 - 01.2021
Substitute
Waller ISD
01.2018 - 01.2019
Front Desk Supervisor
La Quinta Inn & Suites
01.2018 - 01.2019
Housing Intern
PVAMU
01.2017 - 01.2018
Academic Advisor Intern
PVAMU Advisement office
01.2015 - 01.2017
Cashier I
Kroger
01.2015 - 01.2017
Secretary
A.S.U.I Health Center
01.2014 - 01.2018
Health Admin. - Health
PrairieView A&M University
High School Diploma -
Eisenhower High School
Master of Arts - Human Services
Houston Baptist University