Shavonta Kelly
Houston,TX
Summary
Dynamic professional with strong organizational and interpersonal skills, eager to grow in spa management. Solid foundation in customer service and business operations, complemented by a desire to gain industry-specific expertise. Committed to leveraging and enhancing administrative and customer service capabilities to contribute effectively in the Desired Position role. Passionate about fostering positive client experiences while supporting operational excellence.
Overview
8
8
years of professional experience
Work History
Senior Claims Specialist
CVS Healthcare
Tx
07.2023 - 05.2025
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
- Followed up with customers on unresolved issues.
- Collaborated with cross-functional teams to optimize claims handling procedures, resulting in improved productivity.
Technical Support Representative
Kellyconnect
Tx
03.2022 - 06.2023
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Managed high levels of call flow and responded to technical support needs.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
Healthcare Customer Service Representative
Alorica
08.2021 - 12.2021
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
Customer Service Agent
IQOR
Tx
06.2017 - 01.2019
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
- Followed up with customers on unresolved issues.
- Collaborated with cross-functional teams to optimize claims handling procedures, resulting in improved productivity.
Education
High School Diploma -
Northshore High School
Houston, TX05.2014
Skills
- Claims
- Claims processing
- Claims investigation
- Verbal communication
- Microsoft office
- Claims analysis
- Policy interpretation
- Documentation review
- Accident investigations
- Allocating claims
- Estimate preparation
- Technical troubleshooting
- Remote support
- Technical support
- Active listening
- Customer service
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Microsoft Excel
Personal Information
Timeline
Senior Claims Specialist
CVS Healthcare
07.2023 - 05.2025
Technical Support Representative
Kellyconnect
03.2022 - 06.2023
Healthcare Customer Service Representative
Alorica
08.2021 - 12.2021
Customer Service Agent
IQOR
06.2017 - 01.2019
High School Diploma -
Northshore High School