Shante Jones
Humble
Summary
Resourceful professional with expertise in customer relationship management and technical support. Proven ability in active listening and complaint resolution, ensuring compliance while delivering exceptional service. Experienced in managing high volumes of inbound calls and maintaining strong customer relationships. Skilled in CRM systems, multitasking, and thriving in fast-paced environments, consistently achieving high productivity and quality standards.
Overview
9
9
years of professional experience
Work History
Customer Service Representative - Remote
Everise
Humble
09.2025 - Current
- Provided product information and support to ensure customer satisfaction.
- Managed incoming calls and directed them to appropriate departments.
- Handled complaints professionally while maintaining a positive attitude.
- Maintained updated knowledge of company products and services regularly.
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Processed payments and managed billing adjustments efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Collaborated with healthcare professionals to resolve patient issues promptly.
- Ensured compliance with HIPAA regulations during patient information handling.
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
- Adhered to HIPAA regulations when handling confidential patient information.
- Verified patient demographic information in order to ensure accuracy of data entry.
- Processed paperwork related to medical claims processing including authorizations, referrals, pre-certifications.
- Assisted patients with inquiries regarding healthcare services and insurance options.
- Provided support in scheduling appointments and managing patient records efficiently.
Personal Caregiver
Pema Healthcare
Houston
09.2017 - Current
- Assisted clients with daily living activities and personal hygiene routines.
- Monitored clients' health conditions and reported changes to healthcare professionals.
- Administered medications according to prescribed schedules and guidelines.
- Provided companionship and emotional support to enhance client well-being.
- Coordinated with family members regarding care plans and client needs.
- Maintained a clean, safe, and organized living environment for clients.
- Developed engaging activities to promote physical and mental stimulation.
- Documented care services provided in compliance with company protocols.
- Performed light housekeeping duties such as changing bed linens, washing dishes, vacuuming floors.
- Prepared meals according to prescribed diets while monitoring fluid intake and output levels.
- Supervised medication administration, personal hygiene, and other activities of daily living.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Tracked and reported clients' progress based on observations and conversations.
- Recorded patient temperature, pulse, and blood pressure to monitor health and well-being.
- Transported patients to medical, dental, and personal care appointments.
Mail Processing Clerk
United States Postal Service, USPS
Houston
11.2019 - 11.2024
- Sorted and distributed incoming mail to appropriate routes and departments.
- Operated mail processing equipment to ensure efficient handling of shipments.
- Monitored and maintained inventory of postal supplies for daily operations.
- Assisted in training new staff on mail processing procedures and safety protocols.
- Conducted quality checks on outgoing mail to ensure compliance with regulations.
- Maintained accurate records of mail receipts and dispatches for tracking purposes.
- Loaded letters into automated processing equipment and maintained continuous flow when feeding letters to be sorted.
- Operated mail processing equipment and manually sorted mail.
- Monitored the quality of outgoing mail to ensure accuracy in addressing, labeling, and stamping requirements.
- Retrieved undeliverable packages from post offices and returned them back to sender.
- Assisted with loading and unloading heavy packages from delivery vehicles.
- Loaded mail bags onto trucks for delivery.
- Received, sorted and organized incoming letters and packages.
- Placed letters in individual mail slots for internal staff pickup.
- Set goals and operating procedures that maximized employee effectiveness.
Education
High School Diploma -
Furr High School
Houston, TX05-2011
Skills
- Product knowledge
- Call handling
- Billing procedures
- Technical support
- Medical claims processing
- Customer relationship management
- Appointment scheduling
- Regulatory compliance
- Problem solving
- High-energy attitude
- Warehousing functions
- Positive and professional
- Building rapport
- Shipping and logistics
- De-escalation techniques
- Microsoft Excel
- Active listening
- Documentation
- Typing 45 wpm
- Inbound and outbound calling
- Claims processing
- Written communication
- Computer skills
- Inventory management
- Multitasking and organization
- Verbal and written communication
- Mail sorting
- Postal regulations
- Package handling
- Time management
- Barcode scanning
- Postal equipment operation
- Post office operations
- Confidentiality
Timeline
Customer Service Representative - Remote
Everise
09.2025 - Current
Mail Processing Clerk
United States Postal Service, USPS
11.2019 - 11.2024
Personal Caregiver
Pema Healthcare
09.2017 - Current
High School Diploma -
Furr High School