Shauna Harrington
Summary
Dedicated and detail-oriented professional with 12 years of progressive experience at Protective Life, serving as both a Customer Support Associate and GAP Claims Associate. Recently earned a Bachelor's degree in Business Analysis and Management, bringing fresh academic insights to complement deep institutional knowledge. Proven ability to streamline processes, identify operational inefficiencies, and support cross-functional initiatives that enhance customer satisfaction and business performance. Eager to leverage company expertise and analytical training to contribute to strategic decision-making and continuous improvement as an Operations Analyst.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Support Associate
Protective Life Corporation
04.2023 - Current
- Provided assistance to customers through various communication channels, ensuring timely and accurate responses.
- Learned and utilized customer support software to track inquiries and resolve issues efficiently.
- Collaborated with team members to enhance service processes, improving overall customer experience.
- Assisted in maintaining detailed records of customer interactions for future reference and analysis.
- Adapted quickly to new protocols and procedures, demonstrating flexibility in a fast-paced environment.
- Worked closely with other departments when necessary to ensure seamless coordination of efforts related to customer inquiries or concerns.
- Delivered exceptional service to customers consistently, resulting in positive testimonials and referrals from satisfied clients.
- Handled escalated calls professionally, working towards a satisfactory resolution while maintaining empathy for the customer''s situation.
GAP Claims Associate
Protective Life Corporation
08.2016 - Current
- Processed and evaluated insurance claims to ensure compliance with policy guidelines.
- Collaborated with clients to gather necessary documentation for claim processing.
- Utilized claims management software to track and update claim statuses efficiently.
- Resolved discrepancies in claims data through detailed analysis and communication with stakeholders.
- Participated in team meetings to discuss process improvements and best practices in claims handling.
- Managed high-volume claim caseloads, ensuring accurate documentation and adherence to company policies.
- Collaborated with team members to develop strategies for efficient claims processing and improved customer experiences.
- Checked documentation for accuracy and validity on updated systems.
- Calculated adjustments, premiums and refunds.
Education
Bachelor of Science - Business Analynsis And Management
Bellevue University
Bellevue, NE06-2023
Associate of Science - Business Administration
Robert Morris University
Chicago, IL05-2009
Skills
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Problem-solving abilities
- Microsoft windows and office
- Multitasking
- Reliability
- Excellent communication
- Active listening
- Verbal and written communication
- Adaptability and flexibility
- Self motivation
- Analytical thinking
- Interpersonal skills
- Agile methodology
- Time management abilities
- Application installations
Certification
- Microsoft Business Analysis Fundamentals
- Project Management Fundamentals
- Microsoft Excel
Timeline
Customer Service Support Associate
Protective Life Corporation
04.2023 - Current
GAP Claims Associate
Protective Life Corporation
08.2016 - Current
Bachelor of Science - Business Analynsis And Management
Bellevue University
Associate of Science - Business Administration
Robert Morris University
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