Shardaine Manson
Des Moines,IA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
12
12
years of professional experience
Work History
Care Companion II
Carrot Fertility
08.2023 - Current
- Manage inbound and outbound calls as well as Zoom calls by guiding members through their family-forming journeys, starting from their initial interaction with Carrot
- Answer written correspondence via email
- Work alongside payments to make sure the necessary documents are received to process member’s reimbursement
- Collaborate with the doula team to review and process applications from doulas' seeking inclusion in the doula directory
- Create and manage Carrot care plans that deliver tailored resources to support members at every stage of their journey.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Analyzed customer feedback trends to inform strategic improvements in service offerings.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Trained and mentored new staff on Carrot's systems and best practices to ensure consistent service quality and strong team collaboration.
Finance Contract Associate
NCMIC Finance Corporation
01.2019 - 07.2023
- Assists with funding of finance transactions via ACH, wire transfer, and checks.
- Process and input loan applications into the loan management system with a high level of accuracy.
- Follow up with clients to ensure completion and accuracy of finance agreements and required documentation.
- Notify vendors and suppliers of financing approvals and coordinate follow-ups to support accurate invoicing and payment processing.
- Managed contract documentation and ensured compliance with company policies and industry regulations.
Client Relations Specialist/ Customer Service Rep II
Principal Financial Group
05.2015 - 01.2019
- Manage inbound/outbound calls
- Assist with login credentials and website guidance
- Support employers with uploading contributions and loan information accurately and efficiently.
- Engage with customers via the company’s live chat software to answer customers questions and resolve their issue
- Research and correct file discrepancies to address issues and improve customer feedback.
- Take Supervisor overflow as needed.
- Software troubleshooting
- Fostered strong client relationships through proactive communication and follow-up strategies.
Consumer Service Representative II/ Team lead
Mercer
12.2013 - 05.2015
- Actively promoted and participated in the delivery of Mercer products and services
- Analyzed accounts to resolve billing issues and change notifications regarding members' policies.
- Negotiated payment options as well as providing customers with billing options through customer portal
- Utilize the most up-to-date technology of the business to provide customers with a seamless transition through the customer portal
- Assist Mentees with questions or direct them to find a solution
- Research and remediation of procedures that help in the training of new recruit
- Assist with supervisor calls
- Help with interviews during open enrollment
- Worked alongside the quality assurance team to ensure a high level of excellence in the correspondence department
- Cross train
Education
High School Diploma -
East High
Des Moines, IA05-2009
Bachelor of Science - Communications
Southern New Hampshire University
Hooksett, NH09-2028
Skills
- Respectful and compassionate
- Problem resolution
- Time management
- Strong ethics
- Conflict resolution
- Compassion and empathy
- Team collaboration
- Microsoft Excel
- Payment processing
- Microsoft outlook
- Administrative support
- Team development
- Staff training
- HIPAA compliance
- Verbal and written communication
- Computer proficiency
- Relationship building
- Client documentation
- Active listening
- Data entry
- Critical thinking
- Call center experience
Timeline
Care Companion II
Carrot Fertility
08.2023 - Current
Finance Contract Associate
NCMIC Finance Corporation
01.2019 - 07.2023
Client Relations Specialist/ Customer Service Rep II
Principal Financial Group
05.2015 - 01.2019
Consumer Service Representative II/ Team lead
Mercer
12.2013 - 05.2015
High School Diploma -
East High
Bachelor of Science - Communications
Southern New Hampshire University