Summary
Overview
Work History
Education
Skills
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Timeline
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Shawntasha Massey

Charlotte,United States

Summary

Results-driven and experienced Customer Service Manager with a proven track record of leading high-performing teams to deliver exceptional customer service experiences. Skilled in improving customer satisfaction, increase retention rates, and drive revenue growth. Possess strong communication, problem-solving, and leadership skills, with a passion for cultivating positive relationships with customers and motivating staff to achieve business objectives. Seeking to bring my skills to a dynamic organization to elevate its customer service operations and drive success.

Overview

20
20
years of professional experience

Work History

Exceptions Assoicate 1

AvidXchange
07.2024 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Streamlined bill payment processing for faster customer service and reduced late payments.
  • Maintained updated customer account information, providing accurate billing statements and addressing inquiries promptly.
  • Collaborated with other departments to resolve complex billing issues, ensuring customer satisfaction and retention.

Owner Operator

Inside Out Residential And Commercial Services, LLC
03.2016 - Current
  • Provide strategic leadership, vision, and direction for the company, overseeing all aspects of operations, including business development, financial management, and human resources.
  • Successfully manage a team of 7 employees, ensuring effective coordination and alignment to achieve company objectives.
  • Lead the bidding process for new contracts, ensuring competitive pricing and high-quality service offerings to win new business in the commercial janitorial and lawn care sectors.
  • Cultivate and maintain relationships with key clients, vendors, and industry partners to sustain long-term business partnerships and drive customer satisfaction.
  • Manage financial activities, including budgeting, forecasting, and financial analysis, to optimize profitability and ensure fiscal responsibility.
  • Oversee payroll processes for contractors, ensuring accurate and timely compensation for services rendered.
  • Recruit, train, and retain high-performing professional contractors, fostering a culture of excellence and continuous improvement within the organization.

Office Manager - Assistant

Bridge To Integrated Living, PLLC
02.2018 - 10.2020
  • Patient Check-in and Check-out: Greeting and checking in patients upon arrival, verifying their information, and ensuring a positive and organized experience throughout their visit. Additionally, I manage the check-out process, ensuring that all necessary paperwork and payments are completed.
  • Appointment Scheduling: Using the Practice Fusion database, I am responsible for managing the scheduling of patient appointments, ensuring that the calendar is organized and appointments are efficiently allocated.
  • Payment Processing: Handling payments for services rendered, including collecting copayments or fees, processing insurance payments, and maintaining accurate financial records.
  • Insurance Authorization: Communicating with various medical insurance companies to obtain authorization for services provided to patients, ensuring that all necessary documentation and approvals are obtained.
  • Communication: Making phone calls and sending emails to remind patients of upcoming appointments, as well as communicating with them to ensure they understand their responsibilities and the practice's policies.

Business and Industry Representative

Duke Energy
05.2005 - 10.2017
  • Efficiently handle customer inquiries related to starting, stopping, and setting up electric services for both residential and construction projects, ensuring a seamless transition and customer satisfaction.
  • Process bill payments accurately and promptly, providing customers with clear explanations of their billing statements and resolving any discrepancies to prevent future issues.
  • Investigate and resolve complex customer service issues, including billing disputes and service interruptions, by collaborating with other departments and utilizing in-depth company and industry knowledge.
  • Contribute to team efforts by achieving and often exceeding call handling and customer satisfaction targets, demonstrating a commitment to quality service and operational excellence.

Education

GED -

CPCC
08.2000

Skills

  • Microsoft Office
  • Practice Fusion Electronic Health Records
  • Customer Service Strategy & Management
  • Team Leadership & Development
  • Conflict Resolution & Communication

<Enter your own>

Title: Owner Operator

Timeline

Exceptions Assoicate 1

AvidXchange
07.2024 - Current

Office Manager - Assistant

Bridge To Integrated Living, PLLC
02.2018 - 10.2020

Owner Operator

Inside Out Residential And Commercial Services, LLC
03.2016 - Current

Business and Industry Representative

Duke Energy
05.2005 - 10.2017

GED -

CPCC

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Shawntasha Massey