Shemeshia McDonald
Jackson,MS
Summary
To obtain a position with a reputable company that allows the possibility of career advancement and educational development.
Overview
18
18
years of professional experience
Work History
Call Agent
ATT
02.2023 - 11.2024
- Built strong customer relationships with empathetic communication and active listening skills.
- Balanced high call volume while maintaining composure under pressure, resulting in satisfied customers and positive feedback ratings.
- Maintained accurate records of customer interactions, ensuring data integrity for future reference or analysis purposes.
- Mastered multiple software platforms to ensure seamless navigation during calls, improving overall productivity.
- Maintained high call quality standards by adhering to company guidelines and protocols.
- Achieved targeted call resolution times by swiftly identifying issues and providing solutions.
- Partnered with other departments to address cross-functional concerns, facilitating issue resolution more efficiently.
- Provided constructive feedback during regular team meetings, helping drive continuous improvement within the department.
EDI customer support rep.
Blue Cross Blue Shield
05.2021 - 11.2022
- EDI /Helpdesk Customer Service Coordinator responsible internal support & payer relations
- This included tracking claims thoroughly thru the adjudication process
- Daily use with Reporting Formats 835, 837, 997, 277 reports an able to read and explain the complete process of the transaction
- Interacts with multiple clearinghouses and payers
- Troubleshooting for client with multiple software’s and was able provide first call resolutions consistently and maintain an above average QA score
- Proficient with software systems to track success
- Product specialist for multi-platform software accountable to define, measure, analyze, improve, and control functionality and technical for product line
- Use Knowledge base article detailing hotfix and client scenarios for internal/external partner companies contained by remedy ticketing system
Sr. Account Rep.
Husky/Hulu
03.2019 - 04.2021
- Account Management and Helpdesk Customer Service Coordinator responsible for scripts for all employees’ responsibilities
- Manage customer add on request and process customer payment and payment plans
- Helpdesk Customer Service Coordinator responsible internal support & payer relations
- Proficient with software systems to track success
- Daily VPN Support, Portal Web Support, Outlook, Microsoft Applications, Excel, and PowerPoint
- Reviews completed projects or computer programs to ensure that goals accomplished
- Evaluates workload and capacity of computer system to determine feasibility of expanding or enhancing computer operations
Customer service Rep.
Tele-Performance
02.2017 - 11.2018
- Stern expertise in scheduling, accounting, billing, and A/R while creating customer satisfaction scripts for all employees’ responsibilities
- Monitored accounts to ensure reporting accuracy, customer service, and provided upper management with daily reports
- Responsible for retrieving delinquent accounts and provided feedback for upper management
Customer service Rep.
Direct Tv
12.2012 - 02.2016
- Stern expertise in scheduling, accounting, billing, and A/R while creating customer satisfaction scripts for all employees’ responsibilities
- Monitored accounts to ensure reporting accuracy, customer service, and provided upper management with daily reports
- Responsible for retrieving delinquent accounts and provided feedback for upper management
EDI /Helpdesk Customer Service Coordinator
HCA Healthcare Services
01.2007 - 01.2008
- Responsible internal support & payer relations
- Provide with software systems to track success for Medicaid and Medicare billing
- Daily use with formats, NSF, ANSI, UB92, and UBO4 forms
- VPN Support, Portal Web Support, Outlook, Microsoft Applications, Excel, Access, and PowerPoint
- Customer Relations and Quality Assurance monitor leader who ensured customer satisfaction was provided to clients within call center and provided reports to upper management
Skills
- Problem-solving skills
- Call center experience
- Answering questions
- Customer communications
- Resolving issues
- Data gathering
- Gathering information
- Goal oriented
Timeline
Call Agent
ATT
02.2023 - 11.2024
EDI customer support rep.
Blue Cross Blue Shield
05.2021 - 11.2022
Sr. Account Rep.
Husky/Hulu
03.2019 - 04.2021
Customer service Rep.
Tele-Performance
02.2017 - 11.2018
Customer service Rep.
Direct Tv
12.2012 - 02.2016
EDI /Helpdesk Customer Service Coordinator
HCA Healthcare Services
01.2007 - 01.2008
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