Shateria Lewis-Brown
Savannah
Summary
Experienced claims processor skilled in resolving complex inquiries and enhancing customer satisfaction. Proficient in CRM tools to improve response times and streamline claims processes, leading to higher customer retention. Committed to workflow optimization and team collaboration for superior service delivery.
Overview
8
8
years of professional experience
Work History
Claims Processor Remote Agent
MCI
Savannah
10.2023 - 01.2024
- Processed claims efficiently, reducing turnaround time and improving customer satisfaction.
- Resolved complex customer issues, enhancing team collaboration and service quality.
- Utilized CRM tools to track claims, significantly improving response times and accuracy.
- Analyzed feedback to implement changes, resulting in improved service standards.
- Partnered with team to streamline processes, leading to better problem resolution.
- Reviewed claim discrepancies, implementing corrective measures that reduced processing errors and improved overall accuracy.
- Developed streamlined workflows for claims processing, resulting in noticeable gains in productivity and reduced turnaround times.
- Coordinated with cross-functional teams to address complex claims, fostering a collaborative environment that improved resolution rates.
- Provided guidance to team members on best practices, enhancing collective knowledge and contributing to a supportive work culture.
- Implemented a new claims tracking system, enhancing accuracy and significantly reducing processing errors.
- Resolved 90% of customer inquiries on first contact, enhancing satisfaction.
- Improved response times by 12% using CRM tools for interaction tracking.
- Maintained high customer retention through prompt issue resolution.
Remote Sales Agent
Kohls
Savannah
05.2023 - 11.2023
- Provided exceptional customer service, fostering positive shopping experiences and enhancing customer loyalty.
- Resolved customer inquiries promptly, leading to noticeable improvements in satisfaction ratings and repeat business.
- Collaborated with team members to streamline sales processes, achieving efficient service delivery and improved team dynamics.
- Monitored sales trends and customer feedback, enabling targeted promotions that increased product visibility and sales.
- Implemented a new chat support system, enhancing response times and contributing to a marked increase in customer engagement.
- Analyzed customer feedback to identify service gaps, leading to targeted training that improved team performance and customer satisfaction.
Remote Customer Service Specialist
Old Navy
Savannah
09.2015 - 11.2022
- Delivered exceptional customer service, enhancing shopper satisfaction and fostering repeat business through personalized assistance.
- Resolved inquiries efficiently, improving customer retention rates.
- Assisted customers with product selection, enhancing satisfaction and loyalty.
- Leveraged product knowledge to advise customers, directly impacting sales and achieving targets.
- Collaborated with team to enhance store presentation, contributing to increased customer engagement and sales.
- Handled transactions accurately, ensuring smooth checkout experiences.
- Monitored sales trends and provided actionable feedback on product performance, supporting effective merchandising decisions.
Education
ASSOCIATE IN APPLIED SCIENCE - EARLY CHILDHOOD EDUCATION
Savannah Technical College
Savannah, Ga07-2022
Skills
- Claims processing
- Claims assessment
- Issue resolution
- Workflow optimization
- Data analysis
- Process improvement
- CRM management
- Customer engagement
- Team collaboration
Timeline
Claims Processor Remote Agent
MCI
10.2023 - 01.2024
Remote Sales Agent
Kohls
05.2023 - 11.2023
Remote Customer Service Specialist
Old Navy
09.2015 - 11.2022
ASSOCIATE IN APPLIED SCIENCE - EARLY CHILDHOOD EDUCATION
Savannah Technical College