Shaquann Moon
Albany
Summary
Dedicated and results-driven customer-service professional with over seven years of experience in the insurance and government-service industries. Skilled in client relations, policy assistance, and efficient case management. Recognized for exceptional quality scores, strong problem-solving skills, and the ability to manage high-volume workloads with accuracy and professionalism. Adept at building rapport with clients, supporting team development, and ensuring exceptional customer experiences. Seeking to bring proven expertise and a service-oriented approach to a State Farm Representative Agent position.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Emblem Health Insurance Company
01.2021 - Current
- Provide high-quality service by assisting members with insurance inquiries, benefits, billing, and claims processing.
- Maintain a thorough understanding of health-insurance policies and compliance standards.
- Consistently achieve top quality-assurance scores while resolving customer concerns promptly.
- Collaborate with internal teams to improve workflows and client satisfaction.
Customer Service Representative / Training Support
New York State Child Support Call Center
01.2017 - 12.2020
- Handled high-volume inbound calls regarding child-support cases, payments, and documentation.
- Maintained the lowest Average Call Work (ACW) times while achieving top-tier quality scores.
- Tutored new agents and provided floor support during training classes to enhance performance.
- Assisted with implementing updated call-center procedures and policy compliance.
Customer Service/ Food Service
Emma’s Kitchen
White Plains
05.2010 - 11.2017
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services
- Delivered friendly, efficient customer service in a fast-paced food service environment
- Managed order accuracy, cash handling, and , and point-of-sale transactions.
- Assisted with training new staff and supporting daily operations
- Built strong customer relationships through reliability and consistent service
Education
GED -
SUNY Manhattan Educational Opportunity Center
Manhattan, NY, USASkills
- Insurance & Policy Knowledge
- Customer Service Excellence
- Sales & Client Retention
- Communication & Relationship Building
- Problem Solving & Conflict Resolution
- Time Management & Multitasking
- Data Entry & Accuracy
- Team Leadership & Training
- CRM Systems & Call Center Software
Accomplishments
- Received multiple accolades for Highest Quality Performance within team operations.
- Ranked consistently in top tiers for customer satisfaction and call efficiency.
- Served as informal mentor supporting onboarding and performance growth for new representatives.
Timeline
Customer Service Representative
Emblem Health Insurance Company
01.2021 - Current
Customer Service Representative / Training Support
New York State Child Support Call Center
01.2017 - 12.2020
Customer Service/ Food Service
Emma’s Kitchen
05.2010 - 11.2017
GED -
SUNY Manhattan Educational Opportunity Center