Shelby Prescott
Maysville,NC
Work Preference
Summary
Dynamic Subject Matter Expert at Teleperformance USA with a proven track record in enhancing operational efficiency and customer satisfaction. Skilled in training and mentoring, I leverage strong analytical abilities to develop innovative solutions and foster team collaboration, resulting in improved service delivery and client relationships. Committed to continuous improvement and excellence.
Knowledgeable claims specialist with background as Subject Matter Expert. Provided valuable insights and solutions, contributing to success of various projects. Demonstrated strong analytical skills and effective communication in team settings.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Subject Matter Expert
Teleperformance USA
03.2024 - Current
- Provided expertise in troubleshooting complex customer inquiries across various platforms.
- Developed training materials to enhance team knowledge and customer service efficiency.
- Collaborated with cross-functional teams to improve process workflows and service delivery.
- Analyzed customer feedback to identify trends and recommend actionable solutions.
- Assisted in onboarding new team members, fostering a culture of continuous learning.
- Conducted regular audits to ensure compliance with company policies and quality standards.
- Implemented best practices for knowledge management within the organization.
- Streamlined communication channels between departments, enhancing overall operational effectiveness.
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Optimized subject matter content by conducting extensive research and incorporating industry trends.
- Served as go-to expert for resolving technical challenges, enabling smoother project progression.
- Boosted team morale and productivity through effective leadership and clear communication.
- Enhanced client relationships by delivering tailored advice and demonstrating in-depth product knowledge.
- Improved project outcomes with application of advanced analytical skills to solve complex problems.
Customer Service Representative
Results CX
03.2021 - 07.2022
- Resolved customer inquiries through multiple communication channels, ensuring timely and accurate information delivery.
- Assisted in training new team members on company policies and customer service protocols.
- Utilized CRM software to track customer interactions and maintain detailed records of issues and resolutions.
- Collaborated with cross-functional teams to enhance service delivery and streamline processes.
- Conducted follow-up communications to ensure resolution of issues, fostering strong customer relationships.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
No Degree - Medical Billing And Coding
US Career Institute
Fort Collins, CO09-2025
High School Diploma -
Swansboro High School
Swansboro, NC06-2015
Skills
- HIPAA
- Insurance coding (ICD-9 and CPT)
- Medical billing software
- Data entry
- Records management
- Proficiency in Microsoft Office
- Training and mentoring
- Attention to detail
- Customer service
- Strong analytical skills
- Multitasking Abilities
- Task prioritization
Accomplishments
- Supervised team of 200 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved customer satisfaction by completing thorough research to determine the cause of denied claims/authorizations in order to help get them approved with accuracy and efficiency.
- Responded to over 150 customer inquiries each day.
- Assisted management with the training of 40 new staff members.
- Collaborated with team of 4 other SME's in the development of a master document with commonly used information for agents to use as a reference while assisting patients on their calls.
- Documented and resolved calls which were handled incorrectly and did not follow correct process and/or violated HIPAA which led to the agent being coached and correcting their mistakes.
Certification
- CBCS - Certified Billing and Coding Specialist with National Healthcareer Association, Certification Number- E3E8F6R5
Gap in Work History
Prior to working for Results CX and between working for them and starting with Teleperformance USA; I was not working as I was a caregiver for my grandmother who needed 24/7 care.
Languages
English
Native or Bilingual
Quote
It is never too late to be what you might have been.
George Eliot
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Microsoft Office
Timeline
Subject Matter Expert
Teleperformance USA
03.2024 - Current
Customer Service Representative
Results CX
03.2021 - 07.2022
No Degree - Medical Billing And Coding
US Career Institute
High School Diploma -
Swansboro High School