Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Shantina Roberts

Atlanta,GA

Summary

Dynamic, customer-centric professional with over 5 years of experience in delivering exceptional customer support. Expertise in resolving inquiries, troubleshooting issues, and providing swift, effective solutions to maximize customer satisfaction. Strong communication and interpersonal skills foster positive relationships with clients. Committed to leveraging expertise to enhance customer experiences and contribute to organizational success.

Overview

13
13
years of professional experience

Work History

Client Tech Support

Fiserv
06.2023 - Current
  • Provided timely and efficient technical support to clients via phone, email, and chat
  • Troubleshooted and resolved hardware and software issues for a wide range of devices and applications
  • Documented client interactions and resolutions in a CRM system to track trends and improve support processes
  • Offered personalized solutions and guidance to over 200 clients to increase their satisfaction and loyalty
  • Collaborated with cross-functional teams to escalate and resolve complex technical issues in a fast-paced environment

Customer Service Representative

Aetna Better Health
02.2022 - 04.2023
  • Answer questions and resolve issues based on phone calls from providers.
  • Provides excellent customer service for high volume in bound provider calls for claim’s inquiry/ claims research team.
  • Extensive claims research on multiple platforms to assist providers with payment questions.
  • Interacted with 80+ customers and policyholders to gather necessary information and documentation for claims resolution
  • Researched and investigated claims to verify accuracy and prevent fraudulent activity, collaborating with internal teams and external parties as needed

Customer Service Representative

The City of College Park
03.2016 - 02.2022
  • Handle customer inquiries, complaints, billing questions, and payment extension/service request.
  • Proficient navigation through assigned software to complete established tasks.
  • Responsible for posting 60 or more payments daily, posting chargebacks, distribute petty cash, and update/maintain customer accounts.
  • Effectively communicate with team to ensure quality of work performed.
  • Consistently built strong rapport with customers, carefully listened to understand customer needs, tailored a resolution path for each customers’ issue, and assured customer satisfaction before ending each call.

Health Insurance Representative

Allstate
08.2012 - 12.2015
  • Provide exceptional customer service by answering 80 or more inquiries, explaining benefits, and assisting with claims processing for health insurance policyholders
  • Conduct thorough reviews of insurance policies to determine coverage eligibility and ensure accurate information is provided to healthcare providers
  • Educate clients on healthcare options, premiums, and deductible levels to help them make informed decisions about their insurance coverage
  • Maintain confidential client records, documentation, and correspondence in compliance with HIPAA regulations and company policies

Education

High School Diploma -

Woodland High School
Stockbridge, GA
05.2010

Skills

  • Transaction management
  • Proficient in Microsoft Office
  • Client support
  • Administrative task management
  • Detail-oriented data management
  • Client engagement
  • Quality control management
  • Team leadership
  • Analytical thinker
  • Strong verbal communication

Accomplishments

  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.

Timeline

Client Tech Support

Fiserv
06.2023 - Current

Customer Service Representative

Aetna Better Health
02.2022 - 04.2023

Customer Service Representative

The City of College Park
03.2016 - 02.2022

Health Insurance Representative

Allstate
08.2012 - 12.2015

High School Diploma -

Woodland High School

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