Shantel Gaston
Loganville,GA
Summary
Patient Account Representative with expertise in account management and customer relationship development at Cencora. Proficient in Salesforce case processing and conflict resolution, enhancing patient experiences through accurate documentation. Dedicated to exceptional service delivery with strong attention to detail in high-pressure settings.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Patient Account Representative
Cencora
North Carolina
10.2024 - 10.2025
- Create new patient accounts over the phone and with submitted application information.
- Processing cases via SalesForce to completion.
- Following up with patients to provide updates of their accounts and applications.
- Notate accounts with patient, provider or authorized contact inquiries.
- Update patient's prescription information for pharmacy fill.
Customer Care Agent
Iron Mountain
Peachtree Corners, GA
05.2022 - 05.2024
- Answer email request for the destruction of an account inventory.
- Create orders and verify the order information with the requesting customer.
- Connect the customer to the correct department for proper assistance with their requests.
- Call out to existing customers to provide information for a new process of requesting destruction.
- Sign up customers on the company's website for access of requesting destruction.
- Work specific accounts to completion.
- Maintain existing company and customer relationships.
- Process email and portal requests.
- Work with internal departments to complete the customer requests.
- Update account data and maintain account information.
- Assist with navigation of online website, make changes to accounts, and make requests.
- Utilize Salesforce for case processing.
Fulfillment Associate
Amazon.com
Pendergrass, GA
11.2021 - 03.2022
- Pack customer orders Build boxes in the appropriate size to fit items for each order.
- Ensure no items or product is damaged.
- Report damaged items for replacement of order.
Customer Care Specialist
Assurant
Duluth, GA
06.2019 - 01.2022
- Update homeowners' insurance information on loan accounts.
- Verify loan account information.
- Provide customers with loan information such as insurance information listed, loan payment amounts.
- Provide insurance agents assistance with directions on how to submit homeowner insurance policy information for account updates and requesting payment of policy premiums.
Customer Service Associate
LOWE'S
Loganville, GA
01.2017 - 06.2019
- Ensuring our customers receive outstanding customer service including addressing customer inquiries and ensuring resolutions. Handles all forms of payments, cash, credit, debit or checks. Exceptional knowledge of computer systems, customer account information, and online orders. Copying, submitting, and scanning Lowe's inventory.
Cashier
SAVE-A-LOT FOOD STORES
Winder, GA
01.2016 - 12.2017
- Ensured service excellence and great customer satisfaction.
- Handled and processed all cash, debit/credit transactions, returns, and quotes.
- Itemized purchases utilizing point of sale system, alternated product based on cost, availability, and specifications.
Customer Service Rep
HGSI TELEMARKETING
01.2015 - 12.2016
- Contacting clients of small businesses in a fast paced very high-volume environment inquiring about what Information Technology they were using with their customers for services.
- Take entry orders, cancel accounts, or obtain details of complaints.
- We introduce HP and Intel products to offer them higher quality technology to fulfill their everyday interactions and transactions.
Education
Certification - Pharmacy Technician
Altierus Career College
Norcross, GA07.2019
Skills
- Receptionist and data entry
- Communication skills
- Customer service and support
- Documentation review
- Attention to detail
- Conflict resolution
- Retail sales expertise
- English proficiency
- Microsoft Office Suite
- Data entry accuracy
- Account verification
- Customer relationship management
- Case processing
- Insurance verification
- Problem solving
- Time management
- Active listening
- Medical Billing Understanding
- Medical terminology knowledge
- Cash handling
- Account management
- Salesforce proficiency
Certification
Pharmacy Technician Certification
Timeline
Patient Account Representative
Cencora
10.2024 - 10.2025
Customer Care Agent
Iron Mountain
05.2022 - 05.2024
Fulfillment Associate
Amazon.com
11.2021 - 03.2022
Customer Care Specialist
Assurant
06.2019 - 01.2022
Customer Service Associate
LOWE'S
01.2017 - 06.2019
Cashier
SAVE-A-LOT FOOD STORES
01.2016 - 12.2017
Customer Service Rep
HGSI TELEMARKETING
01.2015 - 12.2016
Certification - Pharmacy Technician
Altierus Career College