Sharntel Burney
Miami Gardens
Summary
Dedicated professional with expertise in claims processing, dispute resolution, and fraud detection. Committed to delivering exceptional customer service and ensuring compliance with policies. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
13
13
years of professional experience
Work History
Remote Customer Service Representative
HAYS-BCBS
10.2025 - Current
- Assist retired federal or postal workers in enrolling in a prescription drug program, Part D.
- Opt out members who do not want to participate in the program.
- Reinstate policies that are terminated if eligible.
- Complete the attestation survey to verify that they had credible prescription drug coverage for Medicare.
- Review prescription drug coverage for members.
Remote Processing Specialist
Swoon-Bmo Bank
Chicago
08.2024 - 07.2025
- Processed direct deposit files for commercial accounts with accuracy and timeliness.
- Managed and balanced multiple processing windows daily.
Utilized EWS (Early Warning System) to identify potential risks and discrepancies. - Communicated with clients via email to resolve unmatched or missing confirmations.
Remote Member Representative
Northeast Credit Union
Maine
05.2023 - 08.2024
- Assisted members with banking inquiries, including account troubleshooting, card replacements, and fraud verification.
- Processed disputes and followed up on resolution status with accuracy and professionalism.
- Handled fraud prevention calls, verifying transactions to protect account security.
- Scheduled appointments and supported members with online banking tools.
Remote Consultant
Liberty Mutual/ Safeco Insurance
11.2020 - 04.2023
- Processed claims, disputes, and policy renewals for personal and business accounts.
- Calculated premiums, explained policy coverage, and guided clients through options.
- Verified coverage details with third parties, such as mortgage companies, and dealers.
- Maintained accurate records, ensuring compliance with internal and external standards.
- Consistently handled 70+ calls per day, delivering high-quality service under pressure.
Sr. Customer service Representative
VISA
Miami
11.2012 - 08.2020
- Resolved disputes and applied credits to customer accounts in compliance with company policies.
- Conducted fraud prevention verification for transactions to protect cardholder security.
- Managed escalated calls from customers, providing solutions with professionalism.
- Partnered with banks, credit unions, and prepaid card providers to address account discrepancies.
- Trained and supported team members in dispute resolution and fraud processes.
Education
Associate of Arts - Criminal Justice
University of Phoenix
Tempe, AZ09-2018
Bachelor of Science - Criminal Justice
University of Phoenix
Tempe, AZSkills
- Claims processing
- Account management
- Policy verification
- Dispute resolution
- Fraud detection
- Customer relationship management
- Prescription drug enrollment
- Compliance standards
- Effective communication
- Problem solving
- Good Telephone Etiquette
- Written communication
Timeline
Remote Customer Service Representative
HAYS-BCBS
10.2025 - Current
Remote Processing Specialist
Swoon-Bmo Bank
08.2024 - 07.2025
Remote Member Representative
Northeast Credit Union
05.2023 - 08.2024
Remote Consultant
Liberty Mutual/ Safeco Insurance
11.2020 - 04.2023
Sr. Customer service Representative
VISA
11.2012 - 08.2020
Associate of Arts - Criminal Justice
University of Phoenix
Bachelor of Science - Criminal Justice
University of Phoenix