SHANNON J. REESE
Moncks Corner,SC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Charleston Water System
12.2021 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Met customer call guidelines for service levels, handle time and productivity.
- Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Call Center Operator
Roper St. Francis
02.2016 - 12.2021
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Enhanced office productivity by handling high volume of callers per day.
- Used computerized data management systems to organize immense datasets and coordinate care details for large patient bases.
- Received incoming calls and paged after-hours on call physician
- Relayed triage information and facilitated communication between provider and patient concerning patient disposition.
- Scheduled appointments for patients not requiring emergency services but needing examination from provider and consulting directly with provider.
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
Retail Wireless Sales Specialist/Customer Service Specialist
T-Mobile/Sun Com
04.2000 - 02.2017
- Handled in-store purchase payment processing with cash and credit cards.
- Displayed merchandise by arranging in appealing ways to boost sales.
- Opened and closed store independently and prepared nightly bank drop for manager.
- Increased sales by offering advice on purchases and promoting additional products.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Issued receipts and processed refunds, credits or exchanges.
- Informed customers of current store promotions to encourage additional sales purchases.
- Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
- Delivered in-depth information on product features so customers could make educated decisions before purchase.
- Greeted customers, helped locate merchandise and suggested suitable options.
- Greeted customers and helped with product questions, selections and purchases.
Medical Collections Representative
Credit Adjustment Bureau
03.1999 - 04.2000
- Processed billing calls and answered questions from patients and third-party carriers.
- Corrected, completed and processed claims for multiple payer codes.
- Assisted in reconciling deposit and patient collections.
- Processed online and paper appeal submissions and refund requests.
- Worked with customer to create debt repayment plan based on current financial condition.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Collected payments and applied to patient accounts.
Package Sorter/Loader Operator
Federal Express, FedEx
12.1997 - 03.1999
- Used hand-held scanners and physical logs to accurately track item movements.
- Completed daily orders with expert picking and packing of shipments.
- Monitored outgoing packages for proper labels and accurate address information.
- Transported inventory items to appropriate locations.
- Received and unpacked shipments and new equipment as directed.
Education
Attended - Criminal Justice/Home Land Security
Trident Technical College
Charleston, SCHigh School Diploma -
Stratford High School
Goose Creek, SCCertificate -
Coding Certification ICD9
Academy Of Professional Coders Skills
- MS Office
- Multitasking Abilities
- Attention to Detail
- Active Listening
- Dependable and Responsible
- Analytical and Critical Thinking
- Data Entry
- Interpersonal Communication
Accomplishments
Major Achievements With T-Mobile
Graphic Designer
Self taught, highly creative and multitalented in creating visual concepts, using computer software or by hand, to communicate ideas that inspire, inform, and captivate consumers. I create overall layout and production design for applications such as advertisements, brochures, and print design.
Timeline
Customer Service Representative
Charleston Water System
12.2021 - Current
Call Center Operator
Roper St. Francis
02.2016 - 12.2021
Retail Wireless Sales Specialist/Customer Service Specialist
T-Mobile/Sun Com
04.2000 - 02.2017
Medical Collections Representative
Credit Adjustment Bureau
03.1999 - 04.2000
Package Sorter/Loader Operator
Federal Express, FedEx
12.1997 - 03.1999
Attended - Criminal Justice/Home Land Security
Trident Technical College
High School Diploma -
Stratford High School
Certificate -
Coding Certification ICD9
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