Shaquana Scruggs
Rock Hill,SC
Summary
Experienced team player with a strong customer-service background seeking a position in a people-oriented organization. Committed to maximizing customer satisfaction and achieving corporate goals. With over 18 years of experience collaborating with customers, team members, and leadership, adept at managing special projects, influencing others, and providing detailed feedback in fast-paced and diverse environments. Authorized to work in the US for any employer, now seeking an opportunity to showcase skills and expertise in customer and financial services.
Overview
18
18
years of professional experience
Work History
Care Coordinator, Application Support Specialist
Freedomcare
02.2022 - 04.2025
- Manage a high volume of inbound and outbound calls in a fast-paced customer service environment
- Display empathy, actively listen, and clearly communicate with callers to ensure their needs are addressed and to foster a positive experience and relationship
- Review, assess and resolve the patient/caregivers needs and understand the reason for inbound inquiries
- App support Specialist-IT
- Manage inbound and warm transfer calls for app support
- Reviewing and troubleshooting app issues
- Effective listening and resolving the caregivers needs and understanding the reason for the call for support
Patient Care Coordinator/ Prior Authorization Specialist
LASH GROUP
11.2013 - 01.2021
- Contacted insurance payers to verify prior authorizations
- Submit Prior Authorization request to providers
- Provided customer service to patients, providers offices and sales representatives
- Advanced knowledge of insurance, product services, policies and procedures
- Supported multiple managers/supervisors with tasks such as spreadsheets, presentations, product knowledge and special projects
Customer Service/Collections Representative
SET Financial
05.2013 - 06.2013
- Working with customers to secure payment or repayment options on outstanding account balances
- Taking inbound calls, making outbound calls while utilizing an auto dialer or direct dial system to determine reason for delinquency.
- Evaluating customer situations to provide relevant solutions for repayment terms.
Collections Representative
ACS- ALLSTATE CHECKING SERVICES
04.2012 - 03.2013
- Working with customers to secure payment or repayment options on outstanding account balances
- Taking inbound calls, making outbound calls while utilizing an auto dialer or direct dial system to determine reason for delinquency.
- Evaluating customer situations to provide relevant solutions for repayment terms.
- Adhering to all policies and procedures well as local, state and federal regulations
- Constantly learning and applying operational polices and state; federal regulations governing collections practices
Loan Modification
Bank of America
10.2010 - 11.2010
- Performing modifications to Mortgage Loans
- Providing close status to refinance paid of home mortgages
- Researching data for account status
- Maintain all record keeping for paid or closed Mortgage accounts following policy and procedures to minimize risk to stay in compliance with Mortgage expectations.
Collector/Loss Mitigation/ Homeowner Assistant/ Mortgage Loan Processor
CITI GROUP
04.2007 - 07.2010
- Working with customers to secure payment or repayment options on outstanding account balances
- Taking inbound calls, making outbound calls while utilizing an auto dialer or direct dial system to determine reason for delinquency.
- Evaluating customer situations to provide relevant solutions for repayment terms.
- Adhering to all policies and procedures well as local, state and federal regulations
- Constantly learning and applying operational polices and state; federal regulations governing collections practices
Education
High School Diploma -
Northwestern High School
06-2021
Skills
- Patient education
- Patient advocacy
- Scheduling
- Database coordination
- Problem-solving
- HIPAA compliance
- Active listening
- Verbal and written communication
- HIPAA guidelines
Timeline
Care Coordinator, Application Support Specialist
Freedomcare
02.2022 - 04.2025
Patient Care Coordinator/ Prior Authorization Specialist
LASH GROUP
11.2013 - 01.2021
Customer Service/Collections Representative
SET Financial
05.2013 - 06.2013
Collections Representative
ACS- ALLSTATE CHECKING SERVICES
04.2012 - 03.2013
Loan Modification
Bank of America
10.2010 - 11.2010
Collector/Loss Mitigation/ Homeowner Assistant/ Mortgage Loan Processor
CITI GROUP
04.2007 - 07.2010
High School Diploma -
Northwestern High School