Shawn Smith
Ripon,Wisconsin
Summary
Dedicated customer service professional with extensive experience in enhancing member and provider relationships. Proven skills in establishing rapport with both members and providers, contributing to overall satisfaction and company success. Specializing in quality, speed, and process optimization. Motivated to continuously improve and optimize operations. Articulate, energetic, and results-oriented approach. Passionate about developing relationships, cultivating partnerships, and driving business growth.
Overview
26
26
years of professional experience
Work History
Customer Service Representative III
Anthem BCBS
04.2023 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of member and provider satisfaction.
- Answered member and provider telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of member and provider calls with minimal wait times.
- Responded to member and provider requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for members, providers and the company alike.
- Enhanced satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual caller needs.
- Maintained detailed records of all call interactions, ensuring proper follow-up and resolution of issues.
- Assisted members and providers 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.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Resolved escalated member or provider issues, restoring confidence in company's commitment to service excellence.
- Negotiated solutions with dissatisfied callers, turning potential negative reviews into positive testimonials.
- Maintained detailed records of interactions and transactions, ensuring accurate documentation and follow-up.
- Improved resolution time with effective problem-solving for caller complaints.
- Exhibited high energy and professionalism when dealing with callers and colleagues.
- Investigated and resolved inquiries and complaints quickly.
Customer Service Representative II
Anthem BCBS
12.2021 - 04.2023
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of member and provider satisfaction aiding repeat business.
- Answered member and provider telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of member and provider calls with minimal wait times.
- Responded to provider requests for products, services, and company information.
- Enhanced provider satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each interaction.
- Collaborated with management to develop strategies for enhancing overall member and provider experience.
- Streamlined communication between departments, ensuring timely resolution of member and provider concerns.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Provided comprehensive training for new team members, resulting in faster onboarding and better overall performance.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every member and provider by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative I
Anthem BCBS
09.2019 - 12.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved member complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both members and the company alike.
- Responded to member requests for products, services, and company information.
- Enhanced member satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Assisted members with account management, including updating personal information and setting up automated payments.
Security Officer
SSM Health
05.1999 - 12.2019
- Responded promptly to alarms or calls for assistance from hospital staff or patients, deescalating tense situations when necessary.
- Assisted in emergency situations, providing timely response and coordination with medical staff for patient safety.
- Enhanced hospital security by conducting regular patrols and identifying potential safety hazards.
- Maintained detailed logs of daily activities, incidents, and actions taken during shifts as evidence in potential legal proceedings or investigations.
- Provided exceptional customer service to hospital visitors while maintaining security protocols and procedures.
- Trained new security officers on hospital policies, emergency response plans, and communication strategies.
- Managed access control systems, maintaining accurate records of employee credentials and visitor permits.
- Ensured proper functioning of all security equipment including metal detectors, intercoms, radios, panic buttons by conducting regular checks.
- Coordinated routine fire drills for hospital staff to ensure preparedness in case of an emergency situation.
- Supported the Hospital''s Lost and Found process by managing the inventory system for lost items within the premises.
- Conducted thorough investigations into security breaches, reporting findings to management for appropriate action.
- Collaborated with local law enforcement agencies to maintain a secure environment for patients, staff, and visitors.
- Conducted risk assessments on an ongoing basis which led to improvements in overall hospital security practices.
- Reduced unauthorized access incidents by monitoring surveillance cameras and managing visitor sign-in procedures.
- Mentored junior security officers, sharing knowledge and experiences that resulted in a more effective and cohesive team.
- Implemented effective crime prevention strategies through environmental design and situational awareness training for staff members.
- Contributed to the development of security policies and procedures, ensuring compliance with industry best practices.
- Assisted in the planning and execution of special events at the hospital, ensuring adequate security coverage was provided throughout each event''s duration.
- Facilitated safety presentations and participated in staff meetings to educate hospital employees on current security policies and procedures.
- Collaborated with Human Resources Department regarding background checks on potential employees resulting in a more secure hiring process.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Patrolled internal building spaces and facility grounds to identify and deter threats to assets.
- Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
- Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment.
- Wrote detailed reports of all security breaches and investigations.
- Monitored CCTV cameras and alarm systems for security breaches.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
- Investigated suspicious activities and persons to maintain security of premises.
- Leveraged physical or verbal techniques to investigate suspicious activities and resolve concerns.
Front End Associate
Fleet Farm
10.2017 - 08.2019
- Streamlined checkout processes by multitasking between register duties, bagging items, and engaging with customers simultaneously.
- Managed returns and exchanges, maintaining professionalism while adhering to company policies.
- Participated in special events or sales promotions within the store, supporting marketing efforts aimed at driving revenue growth.
- Kept inventory well-stocked at the front end displays, making it easy for customers to find popular items quickly.
- Improved overall efficiency of the front end by suggesting process improvements to management.
- Developed strong relationships with customers through active listening, empathy, and understanding their needs.
- Handled high-volume cash transactions accurately, ensuring proper handling of both cash and credit payments.
- Positively impacted employee morale by mentoring newer staff members on company values and expectations regarding customer service excellence.
- Increased store revenue with proactive upselling of products and promotions to customers.
- Ensured compliance with all safety procedures at the front end, resulting in a consistently safe and secure shopping environment for customers.
- Built rapport with regular customers, fostering loyalty through personalized service experiences.
Education
High School Diploma -
Ripon Senior High
Ripon, Wisconsin06.1988
Skills
- Customer Service Expert
- Sales Competent
- Security Competent
- Organizational skills Competent
- Claims Competent
- Customer service
- Active listening
- Critical thinking
- Data entry
Timeline
Customer Service Representative III
Anthem BCBS
04.2023 - Current
Customer Service Representative II
Anthem BCBS
12.2021 - 04.2023
Customer Service Representative I
Anthem BCBS
09.2019 - 12.2021
Front End Associate
Fleet Farm
10.2017 - 08.2019
Security Officer
SSM Health
05.1999 - 12.2019
High School Diploma -
Ripon Senior High
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