Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shayla Washington

Beaumont,TX

Summary

Dynamic sales agent and case manager with a proven track record at E-Telequote, excelling in problem-solving and case documentation. Adept at empowering clients through education and support, resulting in improved satisfaction. Strong communicator with exceptional customer service skills, dedicated to fostering positive relationships and enhancing care outcomes.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Insurance Sales/ Case Manager

E-telequote
03.2021 - 01.2025
  • Managed approximately 35 clients per month with accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
  • Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
  • Monitored monthly book of business ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
  • Educated 20 plus clients per day on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
  • Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.

Care Assistant

Accent Care Home Health
12.2024 - Current
  • Maintained clean and organized living spaces for patients, ensuring a comfortable and sanitary environment conducive to healing.
  • Enhanced patient recovery by assisting with daily activities such as bathing, dressing, and grooming.
  • Improved patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
  • Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.

Insurance Broker

Advise Insurance Agency
04.2020 - 02.2022
  • Provided exceptional customer service by responding quickly to inquiries, resolving issues, and anticipating client needs.
  • Educated clients on various insurance products, enabling informed decisions regarding their coverage options.
  • Maintained thorough knowledge of insurance regulations, staying up-to-date on changes that could impact clients or business operations.
  • Developed strong relationships with insurance carriers, allowing for more efficient claim resolution processes.
  • Assisted clients with claims processing, ensuring a smooth experience during difficult times.
  • Calculated quotes and educated potential clients on insurance options.
  • Achieved high customer retention rates by maintaining open communication channels and addressing concerns promptly.
  • Handled approximately 50 outbound and inbound sales-related calls per week to qualify individuals interested in purchasing insurance coverage.
  • Retained 95% of policyholders during annual renewal period.

Customer Service Representative

H-E-B Supermarket
09.2015 - 07.2021
  • 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 alike.
  • Responded to customer requests for products, services, and company information.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.

Case Manager Coordinator

Kelly Services
05.2006 - 08.2011
  • Conducted thorough assessments of 40 client per day needs, strengths, and risks to inform appropriate interventions and support services.
  • Assisted caseworkers with regular visits to homes and schools to evaluate child safety and quality of care.
  • Established strong community partnerships to broaden available resources for clients and their families.
  • Mentored new case managers, sharing valuable insights from years of hands-on experience in the field.
  • Sorted and classified documents into appropriate filing systems for increased traceability.
  • Tracked incoming and outgoing files and materials and maintained accurate records for potential discrepancies.
  • Managed sensitive or confidential files with attention to data security and storage policies.
  • Maintained log books and spreadsheets documenting file data and storage receipts.

Education

Associate of Applied Science - Business Administration And Management

Lamar Institute of Technology
Beaumont, TX

High School Diploma -

Central Medical Magnet High School
Beaumont, TX
05-2006

Skills

  • Problem-solving
  • Case management
  • Case documentation
  • Active listening
  • Customer service
  • Data entry
  • Call center experience
  • Complaint resolution
  • Scheduling
  • Administrative support

Certification

  • Licensed life, accident, health & HMO agent License No:2718633
  • Adjuster- All Lines License No:3319816
  • Notary Public Commission ID# 135192397


Timeline

Care Assistant

Accent Care Home Health
12.2024 - Current

Insurance Sales/ Case Manager

E-telequote
03.2021 - 01.2025

Insurance Broker

Advise Insurance Agency
04.2020 - 02.2022

Customer Service Representative

H-E-B Supermarket
09.2015 - 07.2021

Case Manager Coordinator

Kelly Services
05.2006 - 08.2011

Associate of Applied Science - Business Administration And Management

Lamar Institute of Technology

High School Diploma -

Central Medical Magnet High School

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