Shayla Stackhouse
Greensboro,NC
Summary
Experienced and dedicated professional with over 6 years of proven expertise in delivering outstanding customer support in fast-paced call center environments, serving both the public and hearing-impaired communities. Known for a strong work ethic, reliability, and quick adaptability to new challenges, including remote work setups. Now eager to transition into a challenging role in HR or further advance within the dynamic field of customer service. Seeking a company where I can contribute effectively, grow professionally, and build a long-term career. Possesses exceptional skills in relationship and partnership building, adept at resolving complex issues and fostering customer loyalty through attentive listening and creative problem-solving. Ready to leverage experience and commitment to excellence to achieve mutual success and contribute to organizational goals.
Overview
5
5
years of professional experience
Work History
Outbound Specialist
Ashton Carter
09.2022 - 04.2023
- Supported continuous improvement initiatives by identifying areas of inefficiency in outbound processes and recommending changes where necessary.
- Managed seasonal spikes in demand effectively by adjusting staffing levels and overtime hours accordingly.
- Contacted insurance companies to verify coverage of specialty pharmacies medications
- Worked alongside associates (teamwork) to retrieve benefit verification from insurance on behalf of the physician.
- Assisted with data entry if prior authorization or certification was needed.
Debt Collector
Revco Solutions INC
11.2020 - 09.2022
- Collected on delinquent accounts to reduce overdue balances.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Maintained expectations regarding call quality and resolution time in a fast-paced environment.
- ● Accepted and implemented coaching/feedback to achieve individuals and team performance goals
Billing & Coding Specialist
Best Practices
09.2018 - 11.2020
- Actively participated in departmental meetings, sharing knowledge on emerging trends in the field of medical billing and coding practices.
- Maintained patient confidentiality, adhering to HIPAA guidelines while managing sensitive medical information.
- Developed comprehensive reports on billing activities, providing valuable insights to management for strategic decision-making purposes.
- Successfully transitioned between different specialty areas within the organization, adapting quickly to new workflows and specific coding requirements unique to each department.
- Reviewed EOBs (explanation of benefits) from insurance companies
- Corresponded to patient and physician’s questions regarding EOB’s,patient balances,co pays,deductibles,write offs etc.
Technical Support Representative
Conduent
11.2017 - 08.2018
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Ensured productivity met or exceeded service and quality standards.
- Navigated through multiple computer applications with speed and accuracy.
- Maintained expectations regarding call quality and resolution time.
Education
High School Diploma -
Zama American High
Sagamihara , Japan06.2017
Skills
- Goal-Oriented
- Customer Relationship Building
- Microsoft Office
- Performance Tracking
- Time Management
- Administrative Support
- Data Collection
- Customer Service
- Data Entry
- Computer Skills
- Office Administration
Timeline
Outbound Specialist
Ashton Carter
09.2022 - 04.2023
Debt Collector
Revco Solutions INC
11.2020 - 09.2022
Billing & Coding Specialist
Best Practices
09.2018 - 11.2020
Technical Support Representative
Conduent
11.2017 - 08.2018
High School Diploma -
Zama American High
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