Shavonne Floyd
Atlanta,GA
Summary
Knowledgeable and dedicated Healthcare and Customer service professional with experience in customer service, signal system, and the healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Proven expertise in healthcare products, service and customer's needs. Familiar with analyzing documentation, liaising between parties and handling both routine and complex issues each day. Also, a self-starter with a career in the Military and expertise in maintaining battlefield signal support systems and terminal devices. Promoting exemplary task prioritization and leadership skills. An individual who articulates, energetic, and results-oriented with exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Arise
01.2023 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
HealthCare Representative
TTEC
01.2023 - 08.2023
- Answered incoming communications from customer
- Conducted research to provide answers for customers to resolve their issues
- The integrity to follow HIPAA guidelines on maintaining patient privacy
- Answered questions about insurance coverage, eligibility, copays, benefits and fulfilled requests with friendly and knowledgeable service
- Utilized active listening and communication skills to address customers inquiries and escalate issues to supervisor if needed
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Served needs of as many as 40 customers per shift, including assisting in setting up health appointments, verifying claims, filing balanced billing, filing appeals/grievance, provider searches, and any other customer issues.
Mail Clerk Supervisor
United States Postal Service
11.2015 - 12.2022
- Worked with USPS representatives to incorporate additional cost savings
- Presented testimony at USPS Headquarters to Vice-Presidents regarding SIA transition
- Run client mailing lists through the Satori Mailing USPS system for accuracy, layout templates and merge data for mailing
- Collaborated with data processing vendors to update addresses with USPS approved tools to take advantage of lower postage rates
- Served on the United States Postal Service (USPS) Postal Customer Committee as an Executive Board Member
- Efficiently navigate systems to provide an accurate response to the customers and Postmaster or manager in charge
- Set goals and operating procedures that maximize employee effectiveness
- Increased safety awareness among employees, resulting in zero injuries
- Assisted in research and development or new equipment, products and processes
- Improved operations by working with team members and customers to find workable solutions.
Logistics Specialist
US Army
10.2007 - 05.2013
- Served as the Supply Noncommissioned Officer (Supervisor) responsible for the request, receipt, issues, and accountability of individuals, organizational, installation, and expendable supplies and equipment, assisted in property accountability through the Property Book Unit Supply Enhanced (PBUSE) system, ensuring total accuracy
- Ensured critical assets were on hand or ordered: monitored all sensitive items and unit inventories; initiated Financial Liability Investigations of Property Loss (FLIPL)
- Provided leadership, technical expertise and oversight of unit supply management, inventory control, and order fulfillment operations for a Special Troops Battalion
- Responsible for effective use of a quarterly operating budget of $20,000 and $3.75 million worth of newly fielded equipment and supplies
- Managed a supply and property accountability program with over 500-line items with a net worth of over $40 million USD.
Education
Master of Business Administration -
Strayer University
Columbus, GA01.2019
Bachelor of Business Administration -
Strayer University
Columbus, GA01.2017
Skills
- Strong communication skills
- Multitasking
- Critical thinking
- Strong organizational skills
- Active listening
- Customer relations
- Leadership
- Team management
- Network configuration
- Team collaboration
- Scheduling
- Project planning
- Pharmaceutical sales
- Call Management
- Data Collection
- Information Security
- Data Entry
- Complaint Resolution
Timeline
Customer Service Representative
Arise
01.2023 - Current
HealthCare Representative
TTEC
01.2023 - 08.2023
Mail Clerk Supervisor
United States Postal Service
11.2015 - 12.2022
Logistics Specialist
US Army
10.2007 - 05.2013
Master of Business Administration -
Strayer University
Bachelor of Business Administration -
Strayer University
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