Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shelia Hunt

Hartford,CT

Summary

Adept at enhancing customer satisfaction, demonstrated through a proven track record at Precision HR and other leading companies. Skilled in CRM and active listening, I effectively resolved complaints, boosting loyalty by over 30%. Excel in high-pressure environments, ensuring swift, empathetic complaint resolution and fostering significant client relationships. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. 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. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Precision HR
02.2024 - 06.2024
  • Handled customer inquiries and suggestions courteously and professionally.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.

Customer Service Representative

Evolent Health
12.2021 - 04.2023
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.

Customer Service Representative

AST Financial
09.2019 - 12.2021
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.

Claims Adjuster

American Direct Insurance Company
01.2010 - 04.2019
  • Examined claims forms and other records to determine insurance coverage.
  • Answered customer questions regarding deductibles.
  • Verified insurance claims and determined fair amount for settlement.
  • Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
  • Documented all investigation activity and presented reports to management.
  • Established relationships with clients and insurance companies to foster timely claims resolution.
  • Mitigated risks and increased profitability with well-developed strategies for reducing future claims and costs.
  • Evaluated insurance policies and analyzed damages to determine coverage.
  • Negotiated with policyholders and claimants to reach mutually satisfactory resolutions.
  • Prepared summaries of damage, payments, and policy coverage.
  • Improved claim resolution times by efficiently managing a caseload of 50+ claims per month.

Customer Service Representative

Centers for Medicare & Medicaid Services
11.2005 - 02.2010
  • Handled customer inquiries and suggestions courteously and professionally.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.

Education

Associate of Science - Psychology

Southern New Hampshire University
Hooksett, NH
07.2023

High School Diploma -

Charles City County High School
Charles City, VA
06.2000

Skills

  • Customer Service
  • Active Listening
  • Data Entry
  • Problem-solving abilities
  • Computer Proficiency
  • Customer Relations
  • Problem Resolution
  • Complaint Handling
  • Critical Thinking
  • Microsoft Excel
  • Call center experience
  • Customer satisfaction measurement
  • Complaint resolution
  • Scheduling
  • Microsoft Outlook
  • Client Relations
  • Customer Relationship Management (CRM)
  • Technical Support
  • Administrative Support
  • Call Management
  • Microsoft Office Suite
  • Professional telephone demeanor
  • Microsoft PowerPoint
  • Multi-line phone talent

Certification

Paralegal

Timeline

Customer Service Representative

Precision HR
02.2024 - 06.2024

Customer Service Representative

Evolent Health
12.2021 - 04.2023

Customer Service Representative

AST Financial
09.2019 - 12.2021

Claims Adjuster

American Direct Insurance Company
01.2010 - 04.2019

Customer Service Representative

Centers for Medicare & Medicaid Services
11.2005 - 02.2010

Associate of Science - Psychology

Southern New Hampshire University

High School Diploma -

Charles City County High School

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Shelia Hunt