Shazavia Taylor
Pensacola,FL
Summary
Proven Member Service Representative with a track record of enhancing customer satisfaction at Navy Federal by adeptly handling financial transactions and resolving disputes. Skilled in customer service and relationship building, consistently delivering solutions that meet client needs. Excelled in a fast-paced environment, leveraging banking knowledge and call center experience to drive positive outcomes. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Driven Health insurance Agent with expertise in promoting insurance options, determining clients' needs and detecting potential clients. In-depth knowledge of claims processing, database management and correspondence. Outstanding analytical, interpersonal and organizational skills. Dedicated to expediently resolving insurance issues and exceeding client expectations.
Overview
9
9
years of professional experience
Work History
Member Service Representative
Navy Federal
Pensacola, FL
04.2022 - 03.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Responded to customer calls and emails to answer questions about products and services.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
Member Service Representative
General Dynamics
Lynn Haven, FL
08.2014 - 02.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Responded to customer calls and emails to answer questions about products and services.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Verified customer identification and documentation for compliant transactions.
- Educated clients on the intricacies of their health insurance policies, empowering them to make informed decisions.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Provided comprehensive customer service to drive client satisfaction.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Conducted thorough research on available health insurance plans, staying up-to-date on industry trends and policy changes.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
Education
High School Diploma -
Vernon High School
Vernon, FL06.2011
Skills
- Customer Service
- Financial Transactions
- Customer Support
- Credit Union Knowledge
- Banking knowledgeq
- Banking knowledge
- Call center experience
- Dispute Resolution
- Account Management
- Escalation Handling
- Product Recommendations
- Policy understanding
- Complaint Handling
- Sales strategy
- Service Upselling
- Service Recommendations
- Product Sales
- Teamwork and Collaboration
- Relationship Building
- Money handling abilities
- Computer Skills
- Customer Relations
- Microsoft Office
- Customer Relationship Management (CRM)
- Understanding Customer Needs
- Professional telephone demeanor
- Data Entry
- Work Prioritization
- Issue and Complaint Resolution
- Account Updates
- Inbound Call Management
- Remote Office Availability
- Account updating
- Call Center Operations
- Customer Data Confidentiality
- Calm Under Pressure
- Following scripts
- Employee Coaching
- Customer Account Management
Timeline
Member Service Representative
Navy Federal
04.2022 - 03.2023
Member Service Representative
General Dynamics
08.2014 - 02.2020
High School Diploma -
Vernon High School