Shawn Clay
Atlanta,GA
Summary
Productive Customer Care Operator adept in managing diverse databases and ensuring continuous accuracy. Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance. Effective at operating within federal regulations and state department guidelines to manage telephone calls, emails, letters and personal account management.
Overview
10
10
years of professional experience
Work History
Convergent
Kentucky Dept of Family and Children Services
Atlanta, GA
09.2024 - 05.2025
- Evaluated accuracy and quality of data entered into agency management system.
- Used Microsoft Word and other software tools to create documents and other communications.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Acted as claims subject matter expert, answering internal and external questions and inquiries.
- Processed 5 claims each day and mailed documentation to clients
Claims Processor
Tennessee Dept OfLabor
Atlanta, GA
05.2021 - 06.2022
- Assisted customers with inquiries, providing timely and accurate information on products and services.
- Resolved customer complaints through effective problem-solving techniques, enhancing satisfaction levels.
- Processed customer orders efficiently using CRM software, ensuring accuracy in transactions.
- Collaborated with team members to streamline communication processes, improving response times.
Customer Service Representative Agent
ABM Industries
Atlanta, GA
05.2017 - 05.2020
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Added documents to file records and created new records to support filing needs.
- Completed data entry tasks with accuracy and efficiency.
Customer Service Specialist
Teleperformance
Atlanta, GA
06.2015 - 01.2017
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Corrected any data entry error to prevent later issues such as duplication or data degradation.
- Outlined appropriate processes and procedures to fulfill and complete inquiries.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees
Education
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Methodist University
Fayetteville, NCSkills
- Creative problem solving
- Technical Support
- Account management
- Professional telephone demeanor
- Complaint resolution
- Database Management
- Word processing
- Proofreading
- Error detection
Timeline
Convergent
Kentucky Dept of Family and Children Services
09.2024 - 05.2025
Claims Processor
Tennessee Dept OfLabor
05.2021 - 06.2022
Customer Service Representative Agent
ABM Industries
05.2017 - 05.2020
Customer Service Specialist
Teleperformance
06.2015 - 01.2017
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Methodist University