Shauna Smith
Waterbury,CT
Summary
Customer service representative with over a decade of expertise in client relations and transaction processing. Demonstrates proficiency in multi-line phone systems and Microsoft Office, leveraging strong leadership and time management skills to enhance customer satisfaction. Committed to fostering a collaborative environment that drives growth and innovation, with a focus on maintaining seamless operations and achieving company objectives.
Healthcare service professional with proven track record in patient communication and problem resolution. Adept at managing patient inquiries, coordinating with medical teams, and ensuring smooth service delivery. Strong focus on teamwork and adaptability, consistently achieving results even in high-pressure environments. Known for empathy, active listening, and effective conflict resolution skills.
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
11
11
years of professional experience
Work History
Transfer Agent
Equiniti
Milwaukee, WI, USA
11.2024 - 04.2025
- Managed global shareholder records, ensuring accuracy and compliance for numerous corporations.
- Facilitated ownership changes and maintained security holder records for seamless transactions.
- Issued and canceled certificates, efficiently distributing dividends to shareholders worldwide.
Retention Specialist
Charter Communications
Milwaukee, USA
01.2020 - 11.2023
- Communicating with customers and sales reps
- Gathering information about customers' needs by asking discovery questions
- Offer aggressive retention offers to retain customers
- Process disconnections
- Set up new accounts
- Add and remove services
Internet Sale Representative
Russ Darrow Honda
Milwaukee, USA
08.2016 - 01.2019
- Determine price schedules and discount rates
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Deliver prepared sales talks, reading from scripts that describe products or services, in order to persuade potential customers to purchase a product or service or to make a donation
- Explain products or services and prices, and answer questions from customers
- Obtain customer information such as name, address, and payment method, and enter orders into computers
- Answer telephone calls from potential customers who have been solicited through advertisements
- Schedule appointments for sales representatives to meet with prospective customers or for customers to attend sales presentations
Travel Service Agent
GCS (MTA)
Long Island City, USA
06.2014 - 06.2016
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Check to ensure that appropriate changes were made to resolve customers' problems
- Refer unresolved customer grievances to designated departments for further investigation
- Plan routes, itineraries, and accommodation details, and compute fares and fees, using schedules, rate books, and computers
- Make and confirm reservations for transportation and accommodations, using telephones, faxes, mail, and computers
- Answer inquiries regarding information such as schedules, accommodations, procedures, and policies
Education
Completed coursework - Criminal Justice
Bryant & Stratton College
Milwaukee, WISkills
- Communication (Expert)
- Interpersonal skills (Expert)
- Client relations (Expert)
- Leadership (Expert)
- Adaptability (Expert)
- Active listening (Expert)
- Deadline oriented (Expert)
- Critical thinking (Expert)
- Microsoft Access (Expert)
- Multi-line phone (Expert)
- Time management (Expert)
- Teamwork (Expert)
- Microsoft Office (Expert)
- Transaction processing (Expert)
- HIPAA compliance
- Insurance verification
- Appointment scheduling
- Patient confidentiality
- Medical terminology
- Call center experience
- Claims processing
- Data entry proficiency
- Follow-up skills
- Medical billing
- Policy adherence
- Referral coordination
- Stress tolerance
- Empathy and patience
- Healthcare industry
- EHR management
- Patient eligibility verification
- Insurance claims follow-up
- Strong interpersonal skills
- Patient payment processing
- Record maintenance
- Multitasking and organization
- Customer service
- Problem-solving
- Data entry
- Insurance billing
- Team leadership
- Quality assurance
- Payment processing
- Financial procedures adherence
- Team collaboration
- Patient registration
- Phone and email etiquette
- Registration and admissions
- Post-discharge care coordination
- Relationship building
- Eligibility determination
- Information collection
- Process improvement
- Scheduling diagnostic procedures
- Flexible schedule
- Work quality evaluation
- Regulatory compliance
- Call screening
- Patient check-in
- Friendly and outgoing
- Customer follow-up
- Verbal and written communication
- Conflict resolution
- Intake assessment
- Policy understanding
- Records maintenance
Timeline
Transfer Agent
Equiniti
11.2024 - 04.2025
Retention Specialist
Charter Communications
01.2020 - 11.2023
Internet Sale Representative
Russ Darrow Honda
08.2016 - 01.2019
Travel Service Agent
GCS (MTA)
06.2014 - 06.2016
Completed coursework - Criminal Justice
Bryant & Stratton College