Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shiaunna McDonald

Magee,MS

Summary

A motivated customer service representative with years of experience. Looking to leverage my problem solving skills and positive attitude in a customer service environment to deliver more delightful experiences.

Overview

2027
2027
years of professional experience

Work History

Customer Service Representative

TTEC
04.2025 - Current
  • Serve customers via phone, fax, mail and/or email by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintain client database, and customer profiles. Maintain a high inbound call answer rate. (75-80 calls a day avg). Resolve problems by clarifying issues, researching and exploring, coming up with alternative solutions, implementing solutions, and escalating unresolved problems, Investigate and resolve problems related to the shipment of product, returns, credits, and orders. Appeals and denials. Processing payments and provide technical support.

Customer Service Representative

Navient
01.2023 - 04.2025
  • Respond to incoming borrower calls, emails and/or chats as well as make outbound calls in a friendly and professional manner. Be able to counsel and inform borrowers of their repayment options, deferments, and forbearance eligibility, take payments and update the borrower's account in an efficient manner. Be able to become proficient in locating needed information and minimizing the time borrowers would be put on hold. Helped large volume of customers every day with a positive attitude and focus on customer satisfaction. Appeals and Denials

Customer Service Representative

Broadpath
09.2022 - 01.2023
  • Serve customers via phone, fax, mail and/or email by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintain client database, and customer profiles. Maintain a high inbound call answer rate. (75-80 calls a day avg). Resolve problems by clarifying issues, researching and exploring, coming up with alternative solutions, implementing solutions, and escalating unresolved problems, Investigate and resolve problems related to the shipment of product, returns, credits, and orders. Appeals and denials. Processing payments and provide technical support.

Claims Processor

Conduent
2025 - 2026
  • Process claims using proprietary software to ensure accuracy and compliance.
  • Review submitted documents for completeness and correct discrepancies.
  • Communicate with clients to clarify claim details and required information.
  • Collaborate with team members to streamline claim processing workflows.

Education

Diploma - undefined

Magee High School
05.2022

Skills

  • Customer Service
  • Inbound and Outbound Calling
  • Verbal and Written Communication
  • Typing Proficiency 55 WPM
  • Microsoft Office
  • Billing Systems and Software
  • Time Management
  • Customer Retention Strategies
  • Call Center Experience
  • Data Entry and Analysis

Timeline

Customer Service Representative

TTEC
04.2025 - Current

Customer Service Representative

Navient
01.2023 - 04.2025

Customer Service Representative

Broadpath
09.2022 - 01.2023

Diploma - undefined

Magee High School

Claims Processor

Conduent
2025 - 2026