Shatina Dean
Calhoun City,MS
Summary
Dynamic customer service professional with extensive experience at Healthfirst, excelling in complaint handling and account management. Proven track record of enhancing customer satisfaction through proactive solutions and effective communication. Skilled in financial transactions and adept at maintaining composure under pressure, consistently achieving performance metrics and fostering team collaboration.
Overview
6
6
years of professional experience
Work History
Member Service Representative
Healthfirst
08.2024 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Verified customer identification and documentation for compliant transactions.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
Pharmacy Customer Service Representative
CVScaremark
06.2023 - 08.2024
- Assisted customers in navigating insurance claims, resulting in fewer denials and improved coverage understanding.
- Demonstrated adaptability through cross-training in various roles within the pharmacy setting to better serve customers as needed.
- Collaborated with pharmacists to resolve drug therapy issues, optimizing patients'' overall health outcomes.
- Ensured regulatory compliance by diligently adhering to pharmacy policies, procedures, and applicable laws during daily operations.
- Provided proactive solutions for common customer inquiries, leading to increased satisfaction ratings.
- Managed confidential patient records with meticulous attention to detail while upholding privacy standards.
- Delivered exceptional service during high-volume periods, maintaining composure under pressure while managing multiple tasks simultaneously.
- Expedited prescription refills with timely coordination between patients, prescribers, and insurance companies.
HR Specialist
Wal Mart
12.2022 - 05.2023
- Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
- Managed benefits administration for company-wide staff, ensuring timely processing and accurate recordkeeping.
- Conducted routine HR audits to ensure data accuracy in personnel files, payroll records, and benefit enrollments.
- Administered employee leave requests in accordance with FMLA guidelines, maintaining compliance with regulations while providing necessary accommodations for staff members.
- Facilitated smooth onboarding processes for new hires, leading to faster integration into the workplace culture.
- Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.
- Monitored employee attendance and performance, addressing issues in accordance with company policies and procedures.
- Led open enrollment periods for health insurance coverage options, assisting employees in making informed decisions regarding their benefits selections.
- Streamlined recruitment processes, expediting the hiring of qualified candidates.
- Developed and maintained relationships with external recruitment agencies to expand candidate pools for hard-to-fill positions, ultimately leading to successful hires.
Benefits Specialist
Walgreens
01.2020 - 01.2022
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Assisted in resolving complex benefits issues, leading to increased employee satisfaction and retention rates.
- Educated managers on current benefit offerings and policies, enabling them to better assist their teams with questions or concerns.
- Maintained compliance with federal regulations regarding FMLA, ADA, and other relevant laws governing employee benefits.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Enhanced customer satisfaction with timely and accurate issue resolution.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
Education
High School Diploma -
Calhoun City High School
Calhoun City, MS05.2012
Skills
- Customer service
- Financial transactions
- Customer support
- Call center experience
- Account management
- Complaint handling
- Account reconciliation
- Payment processing
- Membership renewals
- Member onboarding
- Healthcare
- Teamwork and collaboration
- Calm and professional under pressure
- Computer skills
- Microsoft office
- Customer relationship management (CRM)
- Administrative and office support
- Data entry
- Remote office availability
Timeline
Member Service Representative
Healthfirst
08.2024 - Current
Pharmacy Customer Service Representative
CVScaremark
06.2023 - 08.2024
HR Specialist
Wal Mart
12.2022 - 05.2023
Benefits Specialist
Walgreens
01.2020 - 01.2022
High School Diploma -
Calhoun City High School