Shantell Montgomery
Ridgeland,MS
Summary
Experienced customer service specialist with a strong track record at Molina Healthcare Inc. Skilled in account management and data entry, consistently delivering exceptional service to clients. Demonstrated expertise in call center operations, improving client service ratings and showcasing organizational strengths through effective problem-solving. Committed to excellence, as evidenced by top satisfaction rankings and streamlined customer support processes.
Overview
11
11
years of professional experience
Work History
Customer Service Advocate
Centene
Jackson, MS
06.2023 - Current
- Identified potential opportunities for product improvement by analyzing customer data trends.
- Maintained detailed records of customer interactions for future reference and follow up actions.
- Demonstrated strong communication skills while interacting with customers via phone, email, chat or in-person.
- Utilized problem-solving techniques to identify root cause of customer complaints and develop effective solutions.
- Ensured compliance with HIPAA regulations while handling confidential patient information.
- Adhered to all established policies, procedures, and regulations when dealing with customers.
- Utilized problem-solving techniques to resolve complex customer inquiries and complaints.
- Processed and analyzed customer claims with accuracy and attention to detail.
- Maintained accurate records of all communications with customers.
- Successfully resolved escalated claims to ensure customer satisfaction.
- Stayed up-to-date on local, state and federal law changes in insurance field to maintain knowledge.
- Utilized strong communication skills to effectively convey product information and benefits to customers.
- Adhered to strict confidentiality guidelines, protecting customer privacy and sensitive data at all times.
Call Center Customer Service Representative
Molina Healthcare Inc.
Jackson, MS, US
05.2018 - 12.2022
- Helped company maintain exceptional client service ratings on external audits.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Documented conversations with customers to track requests, problems and solutions.
- Improved service quality and increased sales by developing strong knowledge of company's products and services.
- Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning.
- Assisting providers with multiple claims inquires.
- Assisting providers with benefits, eligibility, authorizations status.
- Assisting providers with Medicaid, marketplace and Medicare members inquires.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Achieved top satisfaction, retention and referral rankings on consistent basis.
- Assisting providers with Appeals status for all LOB's.
Call Center Customer Service Representative
Conduent
Madison, MS, US
07.2015 - 06.2017
- Evaluated customer account information to assess current issues and determine potential solutions.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Reviewed account and service histories to identify trends and issues.
- Assisting members with benefits, eligibility and prescriptions inquiries.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- Delivered high level of service and support to each customer, paving way for future business opportunities.
- Answered customer questions and addressed concerns, resulting in reduction in complaint calls.
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Addressed customer service inquiries quickly and accurately.
- Answered inbound calls per day and directed to designated individuals or departments.
- Documented conversations with customers to track requests, problems and solutions.
Cashier
Raising Canes
Flowood, MS, US
08.2014 - 07.2015
- Trained new employees in cashiering procedures, offering assistance in resolving [Type] issues.
- Assisted customers with account updates, new service additions and promotional offers.
- Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers.
- Processed customer payments quickly and returned exact change and receipts.
- Trained new team members in cash register operation, stock procedures and customer service.
- Maximized customer satisfaction by providing assistance with purchases, locating items and signing up for rewards programs.
- Welcomed customers, offering assistance to help find necessary store items.
- Worked with managers to develop service improvement initiatives.
Education
Associate of Science - Nursing
Holmes Community College
MSHigh School Diploma - undefined
SV Marshall High School
01.2012
Skills
- Membership renewals
- Account management
- Call center operations
- Data entry
- Customer support
- Documentation and reporting
- Organizational strengths
- Route management
- Inbound and outbound calling
- Customer service
- Call center experience
- Outbound Project for credentialing department
- Problem-solving
- Typing proficiency
- Documentation
- Customer relations
- Customer relationship management (CRM)
- Active listening
- Building rapport
- Cenpas
- Portico
- Amysis
- Outbound project for credentialing department
- Claim viewer
- Omni
- Provider Outreach
- Verbal and written communication
- Inbound phone calls
- Answering questions
- Proficient in software
- Call controlling
- Call documentation skills
- Call handling
- Providing customer support
- Computer skills
- Teamwork and collaboration
- Problem resolution
- De-escalation techniques
- Remote work capabilities
- Problem-solving skills
- Multitasking Abilities
- Customer service excellence
Accomplishments
I have been apart of two outbound Projects for provider outreach out and a project for the credentialing department.
Languages
English
Full Professional
Timeline
Customer Service Advocate
Centene
06.2023 - Current
Call Center Customer Service Representative
Molina Healthcare Inc.
05.2018 - 12.2022
Call Center Customer Service Representative
Conduent
07.2015 - 06.2017
Cashier
Raising Canes
08.2014 - 07.2015
High School Diploma - undefined
SV Marshall High School
Associate of Science - Nursing
Holmes Community College