Shauneika Shaw
Fort Worth
Summary
Dynamic customer service professional with extensive experience,excelling in claims processing and CRM management. Recognized for enhancing customer satisfaction through effective problem-solving and empathetic communication. Proven ability to train staff and resolve complex issues, ensuring clarity and informed decision-making for clients.
Overview
13
13
years of professional experience
Work History
Customer Service Advocate II
Blue Cross Blue Shield
Little Rock
06.2019 - 12.2025
- Delivered high-quality support to members on insurance benefits and claims, ensuring clarity and understanding.
- Guided members through policy options and coverage details, empowering informed decision-making.
- Resolved escalated calls from front-line associates, addressing complex issues to enhance customer satisfaction.
- Assisted customers in navigating online portals for claims submission and inquiries.
- Trained new staff on best practices in customer service and company protocols.
- Maintained accurate records of customer interactions within the company's CRM system.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
Customer Service Representative
Conduent Incorporated
Little Rock
01.2013 - 12.2019
- Respond to customer inquiries via phone, email, and chat
- Assisted customers with inquiries and efficiently resolved issues to enhance service experience.
- Resolved customer complaints and escalated issues to ensure timely resolution.
- Provided customer service support to improve client satisfaction.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided product information and support to enhance customer satisfaction.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Managed customer accounts and maintained accurate records in systems.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Education
Associate of Arts - Early Childhood Special Education
Pulaski Technical College
North Little Rock, AR05.2017
High School Diploma -
North Little Rock High School
North Little Rock, Arkansas01-2010
Skills
- Customer service
- CRM Management
- Quality Assurance
- Claims processing
- Accounts payable
- Accounts receivable
- Fresh books
- Centime
- ChargeBee
- Online support
- Problem-solving skills
- Dependability
- Responsiveness
- Communication expertise
- Product Knowledge
- Empathy
- Online support
Accomplishments
- Consistently met a $5,000 monthly sales quota.
- Received 'Customer Service Representative of the month' award out of 15 other representatives in the division. Three consecutive months. Results were based on speed, sales quotas and customer satisfaction.
- Exceeded retail sales goal by 10% per quarter over the course of one year.
Timeline
Customer Service Advocate II
Blue Cross Blue Shield
06.2019 - 12.2025
Customer Service Representative
Conduent Incorporated
01.2013 - 12.2019
Associate of Arts - Early Childhood Special Education
Pulaski Technical College
High School Diploma -
North Little Rock High School