SHANTASIA CLARK
Orlando,FL
Summary
Versatile Customer Support Professional with 8+ years of experience supporting regulated healthcare environments and providing technical support. Proven ability to manage high-volume cases with accuracy, meet turnaround times, and collaborate with cross-functional teams to support timely resolution.
Overview
8
8
years of professional experience
Work History
Home Care CSR
BAXTER INTERNATIONAL INC
09.2024 - Current
- Support insurance and claims-adjacent workflows by processing patient prescriptions, orders, and related medical documentation
- Scanning and inbound document routing to patient accounts.
- Review and verify documentation to prevent errors that could delay claims processing, fulfillment, or reimbursement
- Maintain HIPAA compliance while managing protected health information and sensitive insurance data
- Reviewed catalogs and parts lists to pinpoint necessary components for repairs.
Customer Support Agent
FIVERR
02.2023 - 09.2024
- Managed 100+ daily cases through Zendesk involving billing inquiries, account discrepancies, disputes with freelancers/clients, and policy-based resolutions
- Maintained detailed case notes to support compliance, quality assurance, and escalation handling
- Maintained a 98% CSAT score and 98% quality score my entire tenure at the company while being committed to continual improvement.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
Chat Representative
KELLYCONNECT
07.2021 - 02.2023
- Provided real-time customer support in a high-volume, metrics-driven environment
- Assisted with billing questions, account access issues, and service-related concerns
- Captured interactions systematically in CRM to support auditing and follow-up
- Executed 100 new chat interactions daily while achieving 99% customer satisfaction score
Technical Support Specialist
ASURION
01.2020 - 07.2021
- Reviewed account information and documentation to resolve issues accurately
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Ensured adherence to company policies while maintaining detailed case documentation
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved 60+ technical support inquiries per day regarding customer inquiries daily involving device coverage, billing, and service eligibility
Logistics Encoding Coordinator
DHL
06.2018 - 01.2020
- Tracked 70+ orders daily and notified customers of status or potential delays.
- Managed loading docks, unloading, movement, and sorting of supplies to keep deliveries on schedule.
- Maintained excellent working relationships with customers by efficiently responding to inquiries and complaints.
- Updated and maintained databases to track shipments and inventory.
Education
High School Diploma -
Dr. Phillips High School
01-2017
Associate of Science - SURGICAL TECHNOLOGY
South College
Knoxville, TN01-2027
Skills
- Claims Intake Support
- Technical support
- Scheduling
- Documentation Research
- HIPAA Compliance
- Case Management
- Medical Terminology
- Customer Service (Phone, Chat, Email)
- Zendesk
- Inbound Document Routing
Timeline
Home Care CSR
BAXTER INTERNATIONAL INC
09.2024 - Current
Customer Support Agent
FIVERR
02.2023 - 09.2024
Chat Representative
KELLYCONNECT
07.2021 - 02.2023
Technical Support Specialist
ASURION
01.2020 - 07.2021
Logistics Encoding Coordinator
DHL
06.2018 - 01.2020
High School Diploma -
Dr. Phillips High School
Associate of Science - SURGICAL TECHNOLOGY
South College