Sheilla Preyer
Summary
Seasoned professional with a rich background in customer service and administrative support, notably at Centene. Excelled in high-volume call center environments, demonstrating exceptional negotiation and clear communication skills. Proven track record in data analysis and decision-making, enhancing customer satisfaction and operational efficiency.
Overview
24
24
years of professional experience
Work History
Customer Service Advocate II
Centene
03.2021 - 10.2024
- Resolved and educate large volume of Medicaid and Medicare customers in a call center environment with positive attitude and focus on customer satisfaction.
- Solved providers claims issues
- Organized and updated databases, records and other information resources.
- Used multiple information systems to analyze interactions and deliver detailed results.
Customer Service Representative
Kelly Services - Centene
11.2020 - 03.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts Medicaid consumer
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Early Response/Voice of the Custom Senior Adviser
General Motors Business Resource Center-Concentrix
01.2014 - 05.2019
- Interpreted criteria for Lemon Law, Warranty Law and State Statute while navigating the appropriate channels to complete case assessment
- Demonstrated ability to maintain large caseloads in Auto - Oracle for customer request repurchase.
- Analyzed survey data, case facts and make recommendation for resolution.
- Utilized negotiation skills within compliance, empowerment, and eligibility determination. Processed using GM resource and Window 7.
Tier 1 and Tier 2 Adviser
General Motors-Customer Engagement Center-Aerotec
04.2013 - 01.2014
- Resolved complaints and inquiries for GM customer.
- Managed large caseloads, follow-up and drive customer focus resolutions.
- Identified and escalate customer and dealership issues to the appropriate departments.
- Documented customer inquiries, complaints and actions taken.
Host
Hard Rock Cafe
03.2012 - 04.2013
- Greeted all customers, assigned seats and managed computer updates.
- Answered inquires, resolved complaints and facilitated Cafe tours.
Secretary Coordinator
Wayne State University, SOM, Project CARE
04.2007 - 05.2010
- Managed and coordinated logistic research for trainings, seminars, events and presentations.
- Compiled, calculated and analyze outcomes of events surveys, reports and training evaluations.
- Processed travel/mileage request, expense reports, purchase orders and petty cash vouchers.
- Procured equipment and presentations materials.
Self-Instruction Coordinator
WSU College of Nursing, Learning Resources Center
09.2006 - 01.2007
- Coordinated distributions of audio visual equipment for lectures, conferences and events.
- Resolved and or report issues with the Human Like Manakins hardware, software in the LRC Labs.
- Supervised, trained and evaluated technicians and student assisted.
- Managed and maintained LRC calendar for effective use of LRC resources.
- Provided Personal Data Assistance PDA trainings and technical support for faculty, staff and students.
Self-Instruction Coordinator
WSU, SOM, Learning Resources Center
10.2000 - 09.2006
- Managed the distributions of course material and learning aids for medical students and staff.
- Compiled and analyzed data from stat reports to identify areas for improvement.
- Supervised and trained technicians and student assistants. Processed time sheets and evaluated work performance.
- Processed, placed, released, collect and reconcile LRC holds for late fees on books and equipments.
Education
Associate of Arts - Liberal Arts
Wayne County Community College
Detroit, MIBachelor of Arts - Public Relations
Wayne State University
Detroit, MISkills
- Call center experience
- Administrative support
- Work From Home
- Team leadership
- Time management
- Documentation and reporting
- Negotiation
- Clear communication
- Data analysis
- Decision-making
Timeline
Customer Service Advocate II
Centene
03.2021 - 10.2024
Customer Service Representative
Kelly Services - Centene
11.2020 - 03.2021
Early Response/Voice of the Custom Senior Adviser
General Motors Business Resource Center-Concentrix
01.2014 - 05.2019
Tier 1 and Tier 2 Adviser
General Motors-Customer Engagement Center-Aerotec
04.2013 - 01.2014
Host
Hard Rock Cafe
03.2012 - 04.2013
Secretary Coordinator
Wayne State University, SOM, Project CARE
04.2007 - 05.2010
Self-Instruction Coordinator
WSU College of Nursing, Learning Resources Center
09.2006 - 01.2007
Self-Instruction Coordinator
WSU, SOM, Learning Resources Center
10.2000 - 09.2006
Associate of Arts - Liberal Arts
Wayne County Community College
Bachelor of Arts - Public Relations
Wayne State University
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