Shenell Buchanan
Green Cove Springs
Summary
Detail-oriented customer service representative with expertise in customer education and conflict resolution. Successfully maintained service-level performance metrics while providing timely support and ensuring HIPAA compliance. Committed to enhancing customer satisfaction through effective communication and problem-solving.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
AssistRx
Maitland
03.2023 - 06.2026
- Managed inbound and outbound calls to facilitate prescription support for patients, healthcare providers, and pharmacies.
- Educated patients and providers on patient assistance programs, copay assistance, and available support services to enhance access to healthcare.
- Resolved customer inquiries while maintaining HIPAA compliance and protecting confidential patient information.
- Delivered compassionate, professional customer service to ensure positive experiences in a fast-paced remote environment.
- Maintained productivity, quality assurance, and service-level performance metrics while working remotely.
- Escalated complex issues to appropriate departments.
Call Center Sales Representative
Spectrum
Maitland
11.2021 - 03.2022
- Promoted and sold Spectrum internet, cable TV, mobile, and phone services, contributing to revenue growth through new and existing customer acquisition.
- Identified customer needs, recommending customized products and service packages that enhanced customer satisfaction.
- Built rapport with customers, fostering satisfaction and retention to support long-term loyalty.
- Managed high volumes of customer calls in a fast-paced call center environment. of inbound and outbound customer calls in a fast-paced call center environment.
Customer Service Representative
Concentrix
Lake Mary
06.2021 - 11.2021
- Responded promptly to roadside assistance requests, delivering timely and professional service to enhance customer satisfaction.
- Provided courteous support during stressful roadside emergencies, helping customers feel reassured and supported in critical situations.
- Assisted motorists with jump-starts, tire changes, lockout services, fuel delivery, and battery replacements, ensuring safe and efficient resolutions.
- Adhered to company policies, Department of Transportation (DOT) regulations, and safety standards.
Healthcare Customer Service Representative
TTEC
Orlando
03.2021 - 06.2021
- Assisted customers in navigating healthcare inquiries and resolving issues promptly.
- Provided clear information about health plans and benefits to customers.
- Handled high call volumes, ensuring customer satisfaction through professionalism and empathy.
- Documented customer interactions using call center software to maintain accurate records and facilitate follow-up.
Education
High School Diploma -
Ivanna Eudura Kean
St. Thomas, VI06-2006
Skills
- HIPAA compliance
- Call center software
- Customer relationship management
- Call resolution
- Issue escalation
- Service performance
- Customer education
- Telecommunication management
- Time management
- Conflict resolution
- Active listening
Timeline
Customer Service Representative
AssistRx
03.2023 - 06.2026
Call Center Sales Representative
Spectrum
11.2021 - 03.2022
Customer Service Representative
Concentrix
06.2021 - 11.2021
Healthcare Customer Service Representative
TTEC
03.2021 - 06.2021
High School Diploma -
Ivanna Eudura Kean