Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shawndra Harvey

11421 ALPINE MEADOW LANE #307Raleigh,NC

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding consumer desires, ad providing customized solutions to build loyalty.

Overview

10
10
years of professional experience

Work History

Customer Service Representative 3

Savista
07.2023 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company.
  • Verify all HIPAA before discussing patient account information.
  • Assist the consumer by reviewing the account and providing account information.
  • Assist consumer's with payments and work with consumer's in establishing payment arrangements.
  • Handle a high volume of inbound and outbound calls.
  • Submit insurance information for billing.
  • Assist the supervisor with light management duties.
  • Monitor colleagues and call campaign queues.

Interim Supervisor

Savista
04.2023 - 07.2023
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for team members.
  • Monitor colleagues and call campaigns to ensure colleagues are not in unauthorized statuses and are actively taking calls.
  • Monitor call campaigns and queues to make sure calls are playing.
  • Approve colleague time and PTO requests.
  • Perform weekly 1:1 with colleagues and provide coaching's.
  • Answer and respond to client email in a timely manner.
  • Manage and update daily and monthly client account placements.



Customer Service Representative 3

Savista
12.2021 - 04.2023
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company.
  • Verify all HIPAA before discussing patient account information.
  • Assist the consumer by reviewing the account and providing account information.
  • Assist consumer's with payments and work with consumer's in establishing payment arrangements.
  • Handle a high volume of inbound and outbound calls.
  • Submit insurance information for billing.
  • Assist the supervisor with light management duties.
  • Monitor colleagues and call campaign queues.

Customer Service Representative 1

Nthrive
11.2018 - 12.2021
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company.
  • Verify all HIPAA before discussing patient account information.
  • Keep detailed records of all customer communications, payment plans, and amounts paid via telephone.
  • Submit insurance information for billing.
  • Receive fax correspondence for patients Death Certificate, Proof of Payment or insurance documents and
    upload to the patient’s account.
  • Process patient's payments via secured payment portal and provide patients with payment confirmation and
    receipt when necessary.


Team Lead

Humana Pharmacy Conduent
12.2014 - 10.2018
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Coached team members in techniques necessary to complete job tasks.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Handled high volume of inbound calls.
  • Subject matter expert

Education

Certificate of Certification - Phlebotomy

James Sprunt Community College
Kenansville, NC
03.2010

High School Diploma -

East Duplin High School
Beulaville, NC
06.1987

Skills

  • Highly motivated customer service representative with extensive customer service and leadership experience
  • Problem-solving abilities
  • Active Listening and critical thinking
  • Computer Proficiency and data entry
  • Money handling abilities
  • Payment Processing
  • Call center experience
  • Complaint Handling
  • Microsoft PowerPoint

Timeline

Customer Service Representative 3

Savista
07.2023 - Current

Interim Supervisor

Savista
04.2023 - 07.2023

Customer Service Representative 3

Savista
12.2021 - 04.2023

Customer Service Representative 1

Nthrive
11.2018 - 12.2021

Team Lead

Humana Pharmacy Conduent
12.2014 - 10.2018

Certificate of Certification - Phlebotomy

James Sprunt Community College

High School Diploma -

East Duplin High School

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Shawndra Harvey