Shanquasha Odoms
Rowlett,TX
Summary
Customer Resolution Specialist with expertise in active listening and conflict resolution, delivering swift solutions to complex issues. Strong emotional intelligence and adaptability enable effective navigation of challenging interactions. Focused on enhancing customer satisfaction and driving business goals through exceptional problem-solving skills.
Overview
1
1
year of post-secondary education
7
7
years of professional experience
Work History
Customer Resolution Specialist
United Healthcare Group
Dallas, Texas
09.2021 - 10.2026
- Reviewed coverage details and benefit eligibility for customer resolution cases.
- Resolved member claim inquiries using United Healthcare Group policy guidelines.
- Escalated complex issues to internal teams and supervisors for follow-up.
- Documented call notes and case updates in customer service systems.
- Applied HIPAA standards while handling sensitive member information and records.
Receptionist
American Airlines
Portland, Oregon
07.2019 - 09.2021
- Greeted passengers and visitors at American Airlines reception desk
- Answered incoming calls, took messages, and routed inquiries to appropriate departments.
- Answered calls and routed inquiries to appropriate airline departments
- Verified visitor credentials and issued temporary access badges
- Maintained front desk supplies and reception area appearance
- Delivered incoming mail promptly to support office communication and package distribution.
- Scheduled meetings and managed executive calendar requests
- Maintained high standards of customer service while interacting with internal and external customers.
Education
License - Esthetician
Ogle School
Dallas, TX 01.2022 - 10.2022
Meek Alliance High School
Portland, OregonSkills
- Claims processing
- Eligibility verification
- Policy analysis
- Case management
- HIPAA compliance
- Customer service
- Calendar management
- Attention to detail
- Claims review
- Benefit eligibility
- Claims processing
Timeline
License - Esthetician
Ogle School
01.2022 - 10.2022
Customer Resolution Specialist
United Healthcare Group
09.2021 - 10.2026
Receptionist
American Airlines
07.2019 - 09.2021
Meek Alliance High School