Shauntea Evans

Primary Accountabilities

• Responds to customer interactions regarding billing, policy coverage, and policy changes. Interactions may occur through customer contact channels such as phone, email, e-form, chat, and/or social media platforms.
• Take ownership of requests and provides thorough service to ensure complete customer satisfaction.
• Empowered to take risks and make exception decisions.
• Reviews different situations to ensure a decision is appropriate for the customer and the organization.
• Asks probing questions and actively listens, showing interest and compassion to provide customers with a high-touch customer experience for all interactions and programs.
• Fosters strong relationships with customers to maintain high client retention, and product loyalty, educating and advising on current and future insurance needs.
• Communicates with business partners to collaboratively assist and support customers through multiple services and programs.
• Stays abreast and adheres to organization processes and procedures. Willing and able to assist customers following federal and state regulations.
• Live the American Family culture, and collaborate cross-divisional to achieve a seamless customer experience.
• Assists with peer development through information and knowledge sharing.
• Learn, embrace, and apply the LEAN concepts in day-to-day work, identifying opportunities for improvement and making recommendations for change.
• Actively attends scheduled training classes as required and participates in development opportunities to further expand Customer Service skills.

Additional Information:

Investigation Level I Mentoring Program

• I shadowed an adjuster bi-weekly for 12 weeks with 90-minute meetings.
• I've learned the daily flow of a Level I adjuster, such as confirming loss facts and when to escalate a file, coverage, and policy review.
• The adjuster explained to manage a heavy caseload and prioritize each claim.
• Obtain the ability to explain the claim process and repairs without going into policy coverages and rate increases.

Liability Cleanup/Fault Indicator Project

• The project compiled several lists of claims from 2017-2022 with mismatched Fault Ratings and Liability percentages per Vehicle.
• I was assigned a list of claims on a tracking spreadsheet provided by the leadership team.
• After reviewing each claim for liability decision, I will need to update the appropriate Fault Rating and liability percentage per Vehicle.

My manager recommended me for The mentorship Program and The Liability Project.

• Answer three-line phone and transfer calls to the appropriate person/department.
• Process all check-ins by confirming reservations in the Fosse system.
• Process all check-outs, including any late and disputed charges.
• Preregister guests and prepare rooms and keys.
• Process all payment types such as room charges, cash, checks, debit, or credit.
• Process end-of-day activities, including posting charges to accounts.
• Completing cashier, and closing reports, running night audit backup, and rolling the date.
• Daily activities perform without any supervision.
• First point of contact for all guest issues during the overnight shift.
• Investigated auditing discrepancies by reconciling cash drop and credit card transactions
• Handled all duties and tasks for the night manager and concierge during busy periods to maintain front desk efficiency

• Responsible for the handling of all incoming and outgoing telephone calls related to scheduling MRIs, CTs, and EMGs for patients at centers in the Company network.
• Secure all necessary information about the procedure being ordered.
• Enter directly into Phoenix software all information obtained at the time of the call.
• Confirm that the procedure is authorized by the respective insurance company.
• Contact the patient and designated center to arrange an appointment for the procedure and enter the appropriate information into Phoenix software to conform to OCM standards.

• Answer three-line phone and transfer calls to the appropriate person/department.
• Process all check-ins by confirming reservations in the Fosse system.
• Process all check-outs, including any late and disputed charges.
• Preregister guests and prepare rooms and keys.
• Assist other departments when needed.

• Inspect guest rooms or any other area that was cleaned by housekeeping.
• Assist others to ensure proper coverage and prompt guest service.
• Assign and ensure work tasks are completed on time, and that they meet appropriate quality standards.
• Complete required Housekeeping paperwork, including reports, worksheets, activity logs, and checklists.
• Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, motivating, and coaching employees.

• Answer three-line phone and transfer calls to appropriate person/department.
• Process all check-ins by confirming reservations in the Fosse system.
• Process all check-outs, including any late and disputed charges.
• Preregister guests and prepare rooms and keys.
• Assist in other departments when needed.
• Verify the hotel safe when needed.

• Help supervise the front desk and manage breaks for each associate.
• Audit front desk shift work.
• Audit rebate slips, and paid-out slips.
• Ensure front desk is using the correct posting codes.
• Prepare, review, issue bills, invoices, and account statements.
• Ensuring Accounts Receivable, and Accounts Payable are current.
• Complete period-end closing procedures and reports.
• Code documents, and invoices according to their department.
• Assist with front desk bank audits.
• Verify the hotel safe daily.
• Prepare daily deposits of cash received by the front desk.
• Distribute petty cash, and due backs to the front desk.

• Answer six-line phone and transfer calls to the appropriate person/department.
• Process all check-ins by confirming reservations in the Fosse system.
• Process all check-outs, including any late, and disputed charges.
• Verify and adjust billing for guests.
• Preregister guests, and prepare rooms and keys.
• Lead the shift when needed.

• Answer three-line phone and transfer calls to the appropriate person/department.
• Process all check-ins by confirming reservations in the Fosse system.
• Process all check-outs, including any late and disputed charges.
• Preregister guests and prepare rooms and keys.
• Assist in other departments when needed.

• Coursework in CyberSecurity and Technical Support.