Shanta King
Memphis,USA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Firm and determined Collections Representative committed to collecting amounts owed. Quickly resolve settlements through effective negotiation. Proven success in consistently handling crucial issues diplomatically.
Overview
8
8
years of professional experience
Work History
Pharmacy Technician
Walgreens
06.2022 - Current
- Organized medications for pharmacist to dispense by reading medication orders and prescriptions, preparing labels, calculating quantities to ensure accuracy and efficiency.
- Modeled customer engagement techniques to enhance service quality.
- Responsible for using pharmacy systems to obtain patient and drug information and process prescriptions
- Maintains records by recording and filing physicians' orders and prescriptions
- Operated pharmacy systems to gather patient and drug information and process prescriptions.
- Engaged customers by greeting them and providing product assistance.
- Resolve customer issues and answer questions to ensure a positive customer experience
- Model and deliver a distinctive and delightful customer experience
- Checked in and priced merchandise following shift leader guidelines.
- Keep counters and shelves clean and well merchandised, take inventory, and maintain records
- Received payment from customers and processed credit card transactions when necessary
- Ordered, labeled and counted stock of medications and entered inventory data into computer.
- Coordinated verification and filling of over 120 daily prescriptions in high-volume retail pharmacy to support timely patient care.
Revenue Officer
Internal Revenue Services
04.2020 - Current
- Utilized sound judgment to determine resolutions for taxpayer disputes and delinquency issues
- Apply the tax code to assist taxpayers in understanding and meeting their tax responsibilities
- Secure, analyze and protect sensitive personal and financial information
- Resolved diverse issues requiring tailored solutions to enhance customer experience
- Achieved high customer satisfaction by effectively resolving problems with knowledgeable and friendly service
- Used dynamic research and interpersonal skills to swiftly resolve customer issues
- Provide technical assistance to individuals and/or businesses primarily through telephone interaction in a dynamic call center environment, and/or face-to-face contact
- Develop, analyze and evaluate information involving the research of computerized records by accessing multiple online/database systems
- Adhered to regulatory and company security and audit procedures
- Gained knowledge through SCP training for improved operational effectiveness.
- Instructed employees in specific tasks and job techniques and made available written instructions, reference materials, and supplies
- Accomplished multiple tasks in a fast-paced environment.
- Consistently met or exceeded daily performance metrics set by management.
- Assisted new team members by sharing best practices and providing guidance.
- Escalated unresolved issues to appropriate departments for further investigation.
- Maintained a current knowledge and answered questions of other employees on procedures, policies, directives, etc. and obtained needed information or decisions from supervisor on problems that arise
- Developed compliance strategies to enhance taxpayer services and improve revenue collection.
- Analyzed financial data to identify trends and potential areas for policy adjustment.
- Managed communications with taxpayers regarding inquiries and compliance issues.
- Educated taxpayers on their rights and responsibilities when it comes to paying taxes.
- Interacted with taxpayers, attorneys, accountants, and representatives to collect on delinquent taxpayer accounts and secure late returns.
- Processed applications for extensions or waivers related to payment deadlines.
- Analyzed financial data from various sources to identify potential areas of noncompliance.
- Participated in training sessions designed to increase understanding of revenue policies, procedures, systems, and tools.
- Garnished bank accounts and wages and seized personal property if necessary.
- Provided guidance to taxpayers on filing requirements, payment options, and applicable laws and regulations.
- Verified accuracy of financial documents such as income tax returns, balance sheets, and bank statements.
- Performed research activities as needed in order to verify information provided by taxpayers or other entities.
- Prepared administrative reports and assembled case files for closure.
- Handled the collection of delinquent taxes and other debts owed to the government.
- Developed strategies for collecting overdue taxes while minimizing costs associated with collection efforts.
- Levied salaries, wages and bank accounts.
- Applied analytical skills and judgment in determining profitability of businesses to pay taxes due.
- Identified discrepancies between reported income and actual income levels for individuals or businesses.
- Prepared briefs, sought out records and produced documentation in support of court cases.
Customer Service Representative
Molina Healthcare
10.2019 - 02.2020
- Discussed eligibility criteria with members and providers to ensure accurate enrollment
- Provided benefit information using CPT codes to clarify coverage details for members
- Document complaints
- Follow HIPAA
- Maintained adherence to HIPAA standards to safeguard sensitive health information.
- Logged complaints from members to facilitate resolution processes.
- Answered questions from members about pharmacy services and medications.
Texas Works Advisor I
HEALTH AND HUMAN SERVICE COMMISSION
10.2018 - 05.2019
- Conducted eligibility determinations for social services programs, ensuring compliance with regulations and accurate benefit allocation.
- Reviewed eligibility files, interviewed clients, documented client information, determined benefits, verified case data, and explained program requirements to facilitate informed client decisions.
- Provided guidance on health and human services programs and policies.
- Coordinated community outreach initiatives to improve service accessibility.
- Analyzed client needs and recommended appropriate resources and programs.
Education
Diploma - Pharmacy Technician
Concorde Career College
MemphisSkills
- Collections
- Collections strategy
- Collections compliance
- Debt recovery strategies
- Payment arrangements
- Collections policies
- Account security
- Data analysis
- Task prioritization
- Time management
- Issue resolution
- Negotiation
- Attention to detail
- Effective communication
- Problem solving
- Financial management
- Recording data
Timeline
Pharmacy Technician
Walgreens
06.2022 - Current
Revenue Officer
Internal Revenue Services
04.2020 - Current
Customer Service Representative
Molina Healthcare
10.2019 - 02.2020
Texas Works Advisor I
HEALTH AND HUMAN SERVICE COMMISSION
10.2018 - 05.2019
Diploma - Pharmacy Technician
Concorde Career College