Shanta Spears
Saint Louis,MO
Summary
Friendly and engaging team player and leader able to inspire staff to perform their best. Detail oriented and experienced analyst passionate about research to uphold the standards of policies and compliance. A multi-tasker who excels at staff training and follow up, with a track record of inspiring great customer service and customer satisfaction. Regularly exceed task goals as well as initiative to strive for more.
Overview
11
11
years of professional experience
Work History
CUSTOMER SERVICE SPECIALIST
IMPERIAL DADE
12.2024 - Current
- Assigned to national accounts, providing top tier customer service to the multi-billion-dollar accounts that have multiple tiers and thousands of locations for a single parent account.
- Bi-weekly review of customer specific assigned items numbers to cross reference them across other accounts to ensure there are no duplicated usage to prevent delays of orders and mis-shipped items.
- Self monitored credits and returns to ensure that product was returned to the facility, and funds were allocated back to the customer.
- Created SOP for the return process for the warehouse receiving department to utilize, streamline and expedite products inspections, return to storage and distribution of funds to the customer.
- Consistent communication with customers regarding order placements shipments as well as product options to be added to their shopping guide.
NON-PRIVATE PAY ANALYST & LEAD
HOME DELIVERY INCONTINENT SUPPLIES CO
10.2015 - 01.2024
- Research and onboarding of new contracted payers and insurance companies as well as the constant review of the current ones. Across 6 physical locations for the company, 156 Medicaid insurance plans across 26 states, that does not include Medicare and commercial insurance plans.
- Quarterly review of rates and quantity changes, to determine our product supply matches the standards of the payer to ensure that we are offering the best to the customers.
- Created and maintained SOPs for the prior authorization team; from our home-based system Halo to the transition to BrighTree in 2023.
- Verification of documentations authentication including prescriptions and medical records to be sure that we are compliance with the plan’s policy, along with request for audits for customers and internal audits.
- Excellent problem solving skills with great attention to detail as well as the empathy to assist customers to understand their insurance policy, coverage and orders.
QUALITY INSPECTOR
FS CURTIS
11.2022 - 10.2023
- Incoming Inspection: Perform detailed inspections of received materials and components, checking for conformity with purchase orders, specifications, and quality standards.
- Sales Return Processing: Inspect and verify returned products from sales, ensuring they meet the company's return criteria. Assess the condition of returned goods and process them according to established return procedures.
- Documentation: Accurately record inspection results, including those related to sales returns. Maintain thorough records of all inspections and returns. Document any non-conformances, discrepancies, or issues with returned items.
- Compliance Verification: Ensure that both incoming materials and returned goods comply with company quality standards and regulatory requirements. Conduct routine tests and inspections as required.
- Supplier Communication: Liaise with suppliers to address quality issues, facilitate resolution, and manage any quality-related aspects of returns. Provide feedback to suppliers to support quality improvement and address recurring issues.
- Inventory and Handling: Assist with inventory management by ensuring proper storage and handling of inspected materials and returned goods to prevent damage or contamination. Update inventory records to reflect inspections and returns.
- Equipment Management: Ensure that inspection equipment is properly maintained, calibrated, and functioning correctly. Report any equipment malfunctions or issues to the supervisor for prompt resolution.
- Quality Reporting: Prepare and submit detailed reports on inspection findings, including sales returns. Contribute to the overall quality assurance process by highlighting recurring issues, suggesting improvements, and providing insights into return trends.
- Return to Stock Processing: Evaluate returned items intended for restocking to ensure they meet quality standards. Perform necessary inspections and tests to confirm that items are suitable for resale and prepare them for restocking on the shelves.
OPTICIAN
CLARKSON
10.2014 - 10.2015
- Checked patients into the doctor’s office, verifying insurance benefits and co-payments.
- Performed pre-testing procedures before they are seen as well as performing medical testing for optical diseases and to ensure patients receive accurate prescriptions.
- Assist patients with selecting, measuring, fitting, and adapt lenses and frames for client according to written optical prescription or specification.
Education
ASSOCIATE IN BUSINESS ADMINISTRATION -
Saint Louis, MOSkills
- Contracting and rate review for products
- Proficient with Halo
- Proficient with BrighTree
- Proficient with SAP
- Proficient with S2K systems
- Excellent interpersonal skills
- Excellent communication skills
- Poised under pressure
- Experienced in one-on-one customer resolution
- Fun and energetic
Hobbies and Interests
- Environmental conservation
- Art
- Hiking
- Volunteering
- Family time
Timeline
CUSTOMER SERVICE SPECIALIST
IMPERIAL DADE
12.2024 - Current
QUALITY INSPECTOR
FS CURTIS
11.2022 - 10.2023
NON-PRIVATE PAY ANALYST & LEAD
HOME DELIVERY INCONTINENT SUPPLIES CO
10.2015 - 01.2024
OPTICIAN
CLARKSON
10.2014 - 10.2015