Shanoria Speight
Winter Haven
Summary
Experienced Customer Service and Claims Professional with over 10 years experience in insurance,financial services, and call center environments. Seeking a stable, growth- oriented position where I can utilize my skills in claim handling, customer support,and problem resolution while continuing to advance professionally. Skilled in managing high-volume calls, resolving complex issues,and delivering high-quality service under pressure. Looking for a long-term position with a growth-oriented company.
Overview
15
15
years of professional experience
2
2
years of post-secondary education
Work History
Claims Representative
GEICO
Lakeland
11.2025 - Current
- Handle auto insurance claims from the initial report to the final resolution.
- Investigate accidents, gather statements, and review policy coverage details.
- Communicate with customers, repair shops, and third parties to coordinate claim outcomes.
- Evaluate documentation to determine claim validity and next steps.
- Provide empathetic support to customers during stressful claims situations.
- Maintain accurate records and ensure compliance and company standards.
Retention Specialist
Spectrum
Auburndale
11.2024 - 06.2025
- Identified potential risks associated with retaining existing customers and developed action plans accordingly.
- Negotiated service solutions and account adjustments to retain customers.
- Resolved billing and service issues efficiently while maintaining professionalism.
- Built strong relationships to improve loyalty and retention.
Marketing Representative
Collab Poolhall
Lakeland
12.2022 - 11.2024
- Developed marketing materials to promote events and increase customer engagement.
- Coordinated social media campaigns to enhance brand visibility and attract new patrons.
- Assisted in organizing promotional events to drive attendance and create community interest.
- Provided customer service support during events and promotion.
Customer Service Representative
Progessive Insurance
Riverview
04.2016 - 12.2022
- Managed high- volume inbound calls assisting customers with insurance policies.
- Processed payments, accounts changes, and account updates.
- Resolved customer concerns while maintaining high satisfaction levels.
- Provided clear explanations of coverage,billing, and policy details.
- Maintained accurate records of customer interactions.
Quality Control Inspector
Grahams Grocery
Haines City
06.2014 - 04.2016
- Inspected products for quality standards and compliance with company guidelines.
- Conducted routine tests on food items to ensure safety and freshness.
- Documented inspection results and reported discrepancies to management.
- Collaborated with team members to maintain operational standards.
Customer Service Representative
Capital One
Tampa
09.2012 - 06.2014
- Managed inbound calls for credit card accounts, payments, and disputes.
- Handled fraud concerns,billing errors, and account maintenance requests.
- Processed credit limit changes and account update.
- Assisted customers with hardship options and payment arrangements.
- Maintained compliance with banking with banking regulations and security standards.
Customer Service Representative
Humana
Tampa
11.2010 - 08.2012
- Assisted members with insurance benefits, claims, and eligibility questions.
- Processed referrals, prior authorizations,and medications overrides.
- Updated member records and provider information.
- Resolved billing and coverage issues thru internal coordination.
- Ensured HIPPA compliance and protected sensitive information.
Education
Accounting And Finance
Polk Community College
Winter Haven, FL 08.1995 - 03.1997
Cosmetology
Avanti Hair Tech
Lakeland , FL 08.1994 - 05.1995
Haines City High School
Haines City, FLSkills
- Claims processing &Investigations
- Customer service & Account management
- Conflict resolution & De-escalation
- Insurance Policy Support
- Data entry& Documentation Accuracy
- Active Listening& Communication
- Critical Thinking& Problem Solving
- Regulatory Compliance (Insurance, Financial,Healthcare)
- High Volume Inbound Calls
- Customer relationship management
- Negotiation skills
- Data entry accuracy
- Effective communication
- Claims processing
- Documentation review
- Insurance compliance
- Quality assurance
Languages
English
Full Professional
Timeline
Claims Representative
GEICO
11.2025 - Current
Retention Specialist
Spectrum
11.2024 - 06.2025
Marketing Representative
Collab Poolhall
12.2022 - 11.2024
Customer Service Representative
Progessive Insurance
04.2016 - 12.2022
Quality Control Inspector
Grahams Grocery
06.2014 - 04.2016
Customer Service Representative
Capital One
09.2012 - 06.2014
Customer Service Representative
Humana
11.2010 - 08.2012
Accounting And Finance
Polk Community College
08.1995 - 03.1997
Cosmetology
Avanti Hair Tech
08.1994 - 05.1995
Haines City High School