SHELLY DONALDSON
Houston
Summary
Results-driven professional with 36 years of experience and focus on performance. Disciplined and resourceful professional with expertise in account development and market penetration. Handles stress well and quickly flexes with changing demands to consistently exceed sales quotas. Talent for building relationships, cultivating partnerships, retaining top accounts and growing profit channels.
Overview
12
12
years of professional experience
Work History
Dental Customer Service / Claims
Mutual Of Omaha
12.2023 - Current
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Assisted customers in navigating the company website or mobile app for self-service options when applicable.
- Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.
- Managed high-volume claim caseloads, ensuring accurate documentation and adherence to company policies.
- Provided exceptional customer service by addressing inquiries promptly and resolving issues professionally.
- Enhanced claim processing efficiency by streamlining workflows and implementing new software tools.
- Conducted thorough investigations of complex claims, utilizing research skills and attention to detail to ensure fair outcomes.
- Guided customers through complex documentation requirements, simplifying the submission process for them while increasing accuracy in record keeping.
Customer Account Specialist
Farmer Insurance Group
01.2021 - 12.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered customer telephone calls promptly to avoid on-hold wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Followed up with customers about resolved issues to maintain high standards of customer service
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Solved problems with products and services by providing customers with technical support
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
Customer Service Representative
Ttec (TeleTech) - HealthCare Solutions
09.2012 - 12.2021
- Provided primary customer support to internal and external customers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
- Leveraged sales expertise to promote products and capitalized on upsell opportunities
- Developed community reputation through commitment to customer satisfaction and strong client relationships
- Provided information regarding charge accounts and loyalty programs
- Resolved associate, tool and service delivery issues revealed by statistical reports
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas
- Responded proactively and positively to rapid change
- Provided onboarding and guidance to other sales representatives to meet sales goals
- Educated customers about billing, payment processing and support policies and procedures
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up
- Contacted clients to verify account information and maintain accuracy.
Travel Agent
KHM Consulting
04.2018 - 09.2021
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations
- Responded to clients' questions, issues and complaints and implemented appropriate solutions
- Arranged travel accommodations for groups, couples, executives and special needs clients
- Maintained currency on airline policies, tariff regulations and travel laws to maximize effectiveness
- Responded to clients' questions, issues, and complaints and found appropriate solutions when needed
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings
- Improved workplace productivity 100% by effectively coordinating appointment schedules and itineraries and managing accounts and budgets.
Education
Associate of Science - Business Administration And Management
Robert Morris University - Illinois
Chicago, IL05.1986
Skills
- Technical Support
- Teamwork and Collaboration
- Inbound and Outbound Calling
- Account Management
- Compliance Awareness
- Billing Adjustments and Refunds
- Verbal and Written Communication
- Claims Processing
- Organization
- Complaint Handling
- Multitasking Abilities
Timeline
Dental Customer Service / Claims
Mutual Of Omaha
12.2023 - Current
Customer Account Specialist
Farmer Insurance Group
01.2021 - 12.2023
Travel Agent
KHM Consulting
04.2018 - 09.2021
Customer Service Representative
Ttec (TeleTech) - HealthCare Solutions
09.2012 - 12.2021
Associate of Science - Business Administration And Management
Robert Morris University - Illinois