Shawna Watkins
Columbus,OH
Summary
Customer-focused Customer Account Specialist known for exceptional productivity and efficiency in task completion. Skilled in client relationship management, problem resolution, and process optimization. Excel at communication, teamwork, and adaptability, ensuring seamless service delivery and enhanced customer satisfaction.
Overview
20
20
years of professional experience
Work History
Customer Account Specialist
C.H. Robinson
Grandview Heights, OH
04.2021 - 11.2025
- Building and developing relationships with customers to ensure continued partnership
- Communicating shipment updates proactively and accurately ensuring a customer centric approach
- Analyzing customer inquiries and provide quality and timely insights and updates to our customers
- Proactively identify opportunities to improve operational efficiency
- Assisted in resolving escalated customer complaints quickly and efficiently.
- Utilizing our technology platforms to generate reports, analyze data and exceed customer expectations.
- Coordinated efforts with appropriate departments and personnel to promote customer satisfaction.
- Analyzing data to book less than truck load, full truck load, Expedited and flatbed shipments
- Creating SOP's to improve efficiencies on accounts
Customer Service Care Coordinator
United Health Care Group
Dublin, OH
02.2020 - 04.2021
- Outbound/Inbound calls to and from members
- Building strong relationships with members to assist them with their health care needs
- Proactive resolutions to gaps in care with Medicare and Medicaid plans.
- Submitting pre-authorization/determination request for medical claims and prescriptions.
- Research complex issues using multiple computer systems to ensure timely resolutions to members.
Account Manager
XPO Logistics
Dublin, OH
12.2018 - 01.2020
- Performed discovery calls to identify client needs and provided solutions to business issues
- Communicated with senior leadership, customers and sales team to better understand customer needs and recommended appropriate solutions to resolve issues.
- Implemented comprehensive assessments to help recognize the demand for plans and services
- Managed as the lead point of contact for all matters specific to business accounts, customer service manager and team of customer service representatives.
- Presentations given to senior leadership, customer service representatives, sales and customers to help obtain and retain business
- Supervised customer account management, including negotiating contracts and agreements to maximize profits
- Reported financials on a quarterly basis to catch trends for profit gain or loss
Customer Solutions Lead
Nexeo Solutions LLC
Dublin, OH
05.2006 - 10.2018
- Supervised customer service representatives, conducting interviews, onboarding, training, and performance reviews.
- Collaborated with departments such as purchasing, credit, sales, and production to resolve escalated issues.
- Utilized performance metrics to drive success and align with business objectives.
- Conducted audits, call scoring, coaching sessions, and annual performance evaluations to address gaps in production.
- Generated special reports including un-billed documents, credit analysis, and strategic plans for Sales Managers.
Skills
- SOP development
- Customer relationship management
- Complaint resolution
- Shipment logistics
- Cross-department collaboration
- Time management
- Problem solving
- Team leadership
- Critical thinking
- Billing resolutions
Timeline
Customer Account Specialist
C.H. Robinson
04.2021 - 11.2025
Customer Service Care Coordinator
United Health Care Group
02.2020 - 04.2021
Account Manager
XPO Logistics
12.2018 - 01.2020
Customer Solutions Lead
Nexeo Solutions LLC
05.2006 - 10.2018