Summary
Overview
Work History
Education
Skills
Timeline
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SHANTELLE BAILEY

Tamarac,FL

Summary

Hardworking and passionate job seeker with strong organizational skills eager to secure and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. I am detail-oriented team player with strong organizational skills. I have a strong ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

20
20
years of professional experience

Work History

DISPUTES FRAUD CUSTOMER CARE PRO

AMERICAN EXPRESS
11.2021 - 03.2024
  • Handled heavy incoming call volumes (60-70) from card members regarding merchant dispute case set ups.
  • Obtain client payment and maintain accounts.
  • Following up on cases created providing resolution status and next steps, incoming calls about fraudulent activity transactions/fraud case set ups, card replacements,
  • Profile updates and overall customer service regarding card services and benefits for several card products, detailed note entry on accounts,
  • Handled very highly confidential information working out of 6-10 programs daily.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Delivered services to customer locations within specific timeframes.
  • Resolved problems, improved operations and provided exceptional service.
  • Organized and detail-oriented with a strong work ethic.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Passionate about learning and committed to continual improvement.
  • Paid attention to detail while completing assignments.
  • Excellent communication skills, both verbal and written.

Hairstylist Manager

SELF EMPLOYED
02.2010 - 01.2021
  • Assisted management with marketing initiatives to attract new customers via social media promotions and community outreach events.
  • Collaborated with team members to create unique hairstyles for special events such as weddings and fashion shows, showcasing the salon''s versatility and creative talent.
  • Managed staff scheduling to maintain adequate coverage during peak business hours without sacrificing quality or efficiency.
  • Mentored less experienced stylists by sharing industry knowledge, tips, tricks, and best practices to enhance their growth within the company.
  • Increased salon revenue by effectively upselling additional services, such as color treatments, deep conditioning, and styling products.
  • Developed a loyal clientele base through exceptional customer service and attention to detail in all aspects of hair care.
  • Enhanced client satisfaction by providing personalized hair consultations and recommending suitable styles based on individual preferences.
  • Implemented inventory control measures to reduce waste and ensure the availability of essential supplies for stylists.
  • Created a welcoming atmosphere within the salon by fostering strong relationships among staff members and promoting open communication channels between employees at all levels.
  • Established strong vendor relationships with suppliers to secure competitive pricing on high-quality products used throughout the salon.
  • Successfully managed budgets and financial reporting for the salon by carefully monitoring expenses, tracking revenue streams, and identifying areas for potential growth or cost savings.
  • Streamlined appointment scheduling to maximize daily bookings while minimizing wait times for clients.
  • Maintained general appointment calendar and set shift schedules.
  • Managed cash flow, business transactions, banking, and accounting processes.

EXPLANATION OF BENEFITS REPRESENTATIVE

UNITED HEALTHCARE
03.2007 - 10.2009
  • Customer service representative servicing incoming heavy (60-80) call lines assisting customers on various health plans.
  • Increased customer satisfaction by addressing and resolving complaints in a timely manner.
  • Managed a diverse portfolio of clients, ensuring that each received tailored solutions aligned with their specific requirements.
  • Optimized workflow processes, allowing for more efficient use of resources and reduced turnaround times on projects.
  • Collaborated with team members to achieve monthly sales targets.
  • Enhanced company reputation by providing exceptional customer service and support.
  • Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.

INTAKE INSURANCE VERIFICATION REP.

APRIA HEALTHCARE
02.2006 - 01.2007
  • Insurance verification of various healthcare companies
  • Maintained an organized workspace.
  • Expedited service delivery by promptly addressing questions from patients, providers, and insurers regarding coverage details or policy changes.
  • Resolved discrepancies in insurance claims by efficiently communicating with patients and carriers.
  • Increased overall accuracy of billing department''s work through close collaboration with colleagues on complex cases requiring additional research or clarification on coverage specifics.
  • Achieved faster claim processing times through diligent follow-up on pending authorizations and referrals.
  • Prevented revenue loss by identifying potential coverage issues and informing appropriate parties in a timely manner.
  • Collaborated with healthcare providers to ensure accurate billing codes for various procedures.
  • Maintained up-to-date knowledge of insurance policies, regulations, and industry trends to provide accurate information to clients.
  • Ensured regulatory compliance by maintaining confidentiality of sensitive patient information during the verification process.
  • HIPPA compliant knowledge and training.

DOF CHASER

ACCESS DIABETIC SUPPLY
09.2004 - 01.2006
  • Assisted diabetic supply company with obtaining doctor order forms.
  • Qualifying potential diabetic patients to receive medical supplies.
  • Ability to follow up with prospects in timely manners.
  • Proved successful in meeting company revenue goals for new clients.
  • Developed and maintained courteous and effective working relationships.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Learned and adapted quickly to new technology and software applications.
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Resolved problems, improved operations and provided exceptional service.


Education

COSMETOLOGY LICENSE -

EMPIRE BEAUTY SCHOOL
02.2009

HIGH SCHOOL DIPLOMA -

PIPER HIGH SCHOOL (Whiddon Rodgers Education)
Sunrise, FL
06.2004

Skills

  • Decision-Making
  • Written Communication/Excellent Communication
  • Attention to Detail
  • Data Management
  • MS Office
  • Conflict Resolution
  • Good Telephone Etiquette
  • Organizational Skills
  • Customer Service
  • Experienced in Salesforce
  • Experienced remote, VPN, Zoom, Webex, and Teams

Timeline

DISPUTES FRAUD CUSTOMER CARE PRO

AMERICAN EXPRESS
11.2021 - 03.2024

Hairstylist Manager

SELF EMPLOYED
02.2010 - 01.2021

EXPLANATION OF BENEFITS REPRESENTATIVE

UNITED HEALTHCARE
03.2007 - 10.2009

INTAKE INSURANCE VERIFICATION REP.

APRIA HEALTHCARE
02.2006 - 01.2007

DOF CHASER

ACCESS DIABETIC SUPPLY
09.2004 - 01.2006

COSMETOLOGY LICENSE -

EMPIRE BEAUTY SCHOOL

HIGH SCHOOL DIPLOMA -

PIPER HIGH SCHOOL (Whiddon Rodgers Education)

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SHANTELLE BAILEY