Sha’non Shocks
Flower Mound,TX
Summary
Experienced insurance professional with over 7 years in data management and customer service. Thrives in fast-paced environments, effectively multitasking to meet tight deadlines while maintaining quality. Leads teams to foster collaboration and continuous process improvement, ensuring data integrity. Strong organizational, analytical, and problem-solving skills drive successful outcomes.
Overview
11
11
years of professional experience
Work History
Brand Ambassador
Our Service Works
Carrollton, TX
10.2022 - 09.2026
- Received orders, provided order information, and delivered freight quotations to clients, enhancing clarity in the order process.
- Managed customer service calls and responded to written correspondence.
- Processed customer payments using secure transaction methods.
- Respond promptly to customers’ inquiries and apply problems solving techniques to maintain strong client relationships.
- Processed customer payments.
- Operate in FreshDesk and Extensiv(warehouse management system).
- Create standard client responses and protocols.
Insurance Processor Team Lead
Tokyo Marine Highland
Dallas, TX
04.2017 - 06.2022
- Reviewed and applied insurance policies and policy updates submitted by borrowers, insurance carriers, and lenders.
- Ensured team meets quality and production standards for data processing.
- Tracked production of insurance processors, identified trends/opportunities to improve, adjusted procedures, trained staff
- Created and updated documentation to enhance processing efficiency and align with business needs.
- Tracked production of insurance processors, identified trends for improvement, adjusted procedures, and trained staff to enhance overall performance.
- Processed cancellation of lender placed policies after reviewing incoming insurance policies.
- Collaborated with account service and customer service representatives to refine processes and elevate service standards.
Associate Customer Service Representative
Liberty Mutual Insurance
Plano, TX
02.2016 - 03.2017
- Built rapport with customers through active listening and communication skills to interpret needs, educate on policy contracts, recommend coverage, and implement resolutions that retained their business.
- Built expertise on billing systems as it pertains to policy coverage. Identified and explained transactions that impact the policy premium. Evaluated and made decisions regarding exceptions to the payment plan and fees. Made alternate payment arrangements with customers and adjusted the billing system to reflect.
- Utilized online reference materials to deliver accurate information, enhancing customer support. Maintained up-to-date knowledge of procedural and technical systems while completing licensing and continuing education requirements.
Education
Associate of Science - General
North Central Texas College
Gainesville, TXSkills
- Insurance Processing
- Listening and communication
- Issue Resolution
- Process improvement
- Research & Analysis
- Client relationship management
- Technology Proficient
- Energetic Teamwork
Accomplishments
- Recipient of 3 Ace Awards for Outstanding Customer Service at Liberty Mutual Insurance
Recognition
Recipient of 3 Ace Awards for Outstanding Customer Service at Liberty Mutual Insurance, Top 3 customer service performer of auto team for 2 consecutive months.
Personal Information
Title: INSURANCE PROCESSING & CUSTOMER SERVICE LEADER
Timeline
Brand Ambassador
Our Service Works
10.2022 - 09.2026
Insurance Processor Team Lead
Tokyo Marine Highland
04.2017 - 06.2022
Associate Customer Service Representative
Liberty Mutual Insurance
02.2016 - 03.2017
Associate of Science - General
North Central Texas College