Shantel Lamar
Temple,TX
Summary
Dedicated customer service professional with a passion for ensuring customer satisfaction and providing exceptional support. Skilled in implementing best practices and offering diverse solutions to meet customer needs. Strong problem-solving abilities, a drive for continuous learning, and excellent communication skills. Committed to team success and achieving positive outcomes. Eager to take on new challenges and advance organizational goals with dedication and enthusiasm. Highly organized and dependable with the ability to manage multiple priorities and a positive attitude. Willing to take on additional responsibilities to help the team reach its goals.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Representative (CSR)
American Income Life Insurance Company
01.2023 - Current
- Utilized multiple channels to offer excellent customer service through phone, email, and written interactions.
- Handled consumer issues through effective communication and problem-solving.
- Resolved consumer issues efficiently.
- Addressed customer inquiries regarding products, services, and company details.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 40 hrs per week
Access Services Representative
Scott and White Health Clinic
05.2020 - 12.2022
- Verified insurance details and completed precertification for accurate appointment estimates.
- Determined and obtained patient liability payments following financial clearance procedures.
- Registered patients across multiple departments and coordinated updates on scheduling changes.
- Enhanced financial transactions by setting up payment plans for upcoming and overdue services.
- 40 hrs per week
Customer Advocate
Scott and White Health Plan
06.2017 - 05.2020
- Explained deductible figures and plan benefits to members of various health plans.
- Delivered detailed explanations of claims and their status.
- Delivered technical support to members, conducting provider lookups.
- Resolved complaints related to plan disputes and claims.
- 40 hrs per week
Customer Service and Technical Support
Blackboard
03.2016 - 05.2017
- Served educators, parents, and students; provided technical support with hardware, material orders, and setup.
- Provided intricate explanations about assignments on the online server, enrollments, and contact information.
- Troubleshoot computer system and printer problems, as well as online server access, for distance learning educators and students.
- Advanced accounts payable/receivable for tuition and fees.
- 40 hrs per week
Care/Retention Account Specialist
Sprint PCS
10.2015 - 02.2016
- Advanced accounts payable/receivable
- Make adjustments, payment arrangements, and plan changes for customers.
- Maintain customer records using automated systems; answer customer inquiries about products, prices, availability, or purchase terms.
- Customer service, program, and order various electronic devices.
- 40+ hours per week.
Senior Director (Recreation Aiding)
City of Fort Worth
07.2015 - 10.2015
- Coordinate, schedule, and organize activities for senior citizens in several organizations and agencies.
- Operate the telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments.
- Managed Accounts Payable/Receivable; supervise daily deposits for events, registrations, and meal contributions.
- Provide excellent customer service for patrons; hear and resolve complaints from customers, in addition to filing and maintaining records.
- 40 hrs per week
Recreation Assistant
City of Killeen
08.2012 - 06.2015
- Managed Accounts Payable/Receivable; supervise daily deposits to the City of Killeen Recreation Department.
- Accountable for event planning; assess fees as required for events and registrations.
- Successfully kept the facility organized, handled information confidentially, and supervised the maintenance of equipment.
- Accountable for the training of all new hires and office personnel.
- Provide excellent customer service for patrons; hear and resolve complaints from customers, in addition to filing and maintaining records.
- 40+ hours per week.
Account Representative
GC Services
08.2012 - 07.2013
- Communicated with customers to gauge satisfaction and understand present needs.
- Implemented customized account plans to meet individual client needs.
- Analyzed accounts for delinquencies and other ongoing issues.
- Resolved client disputes professionally, contributing to enhanced brand reputation and client trust.
Criminal Justice Intern
Walker County District Attorney’s Office
01.2012 - 07.2012
- Assisted prosecutor in legal proceedings for Walker County.
- Coordinated with office management and staff for trial docket readiness.
- Performed detailed legal analysis for document filing and retrieval.
Education
Bachelor of Arts - Criminal Justice
Sam Houston State University
Huntsville, TXCertificate - Paralegal Studies
University of Houston
Houston, TXSkills
- Microsoft Office Suite
- HIPAA Training
- Paralegal
- Tier Support
- Data Mining
- Salesforce
- Technical Support
- Totalview Suite
- Project Management
- Account P/R
- Data Entry
- Customer Service
- ProDoc Document Production Software
- Mainframe
- Onbase
- Cisco Jabber
- Microsoft Teams
- EService
Certification
University of Houston Paralegal Program, Certified, 2013
Timeline
Customer Service Representative (CSR)
American Income Life Insurance Company
01.2023 - Current
Access Services Representative
Scott and White Health Clinic
05.2020 - 12.2022
Customer Advocate
Scott and White Health Plan
06.2017 - 05.2020
Customer Service and Technical Support
Blackboard
03.2016 - 05.2017
Care/Retention Account Specialist
Sprint PCS
10.2015 - 02.2016
Senior Director (Recreation Aiding)
City of Fort Worth
07.2015 - 10.2015
Recreation Assistant
City of Killeen
08.2012 - 06.2015
Account Representative
GC Services
08.2012 - 07.2013
Criminal Justice Intern
Walker County District Attorney’s Office
01.2012 - 07.2012
Bachelor of Arts - Criminal Justice
Sam Houston State University
Certificate - Paralegal Studies
University of Houston
Similar Profiles
Chris JasonChris Jason
Senior Manager at American Income Life Insurance CompanySenior Manager at American Income Life Insurance Company
Sage GodlaSage Godla
Insurance Agent at American Income Life Insurance CompanyInsurance Agent at American Income Life Insurance Company
MICHELLE BISSAKONOUMICHELLE BISSAKONOU
Benefits Enrollment Specialist at American Income Life Insurance CompanyBenefits Enrollment Specialist at American Income Life Insurance Company
Joshua ButreyJoshua Butrey
Agent at American Income Life Insurance CompanyAgent at American Income Life Insurance Company
John GarzaJohn Garza
Assistant Manager at Strickland Brothers 10 Minute Oil ChangeAssistant Manager at Strickland Brothers 10 Minute Oil Change