Shonda Byron
Columbus,OH
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
14
14
years of professional experience
Work History
Customer Service Representative I
Trinity Health
Columbus , OH
2021.07 - 2024.08
- Provided excellent customer service to resolve complaints, de-escalating a high volume of incoming calls from angry, difficult people.
- Exceeded expectations of customer satisfaction, which led to an outstanding average of 94% score on surveys.
- Keyed data and monitored Microsoft Excel spreadsheets with claim issues, and gathered new or updated confidential information of customer demographics and insurance details, operating my personal computer.
- Informed customers of claim balances, recent payments, and provided payment plans, or set up financial assistance.
- Created email communications to members, attorneys and insurance companies claims forms, payment receipts and itemized statements using Microsoft Word.
Senior Specialist I
JPMorgan Chase
Westerville , OH
2017.01 - 2021.07
- Provided exceptional customer experiences by providing solutions, resolving concerns, and meeting the customers' needs.
- Conducted research and collected data using company resources to make appropriate decisions on behalf of the customer's financial accounts.
- Maintained 90% or higher in (KPI) Key Performance Indicators individually helping the team rank 2nd in the department and was recognized by leadership for integrity.
- Offered solutions educate bankers to help customers make decisions for their credit card needs.
- Created a report for escalated claims issues for higher management review.
Care Management Associate II
Aetna Inc
New Albany , Ohio
2010.08 - 2016.10
- Managed and processed a high volume of incoming calls in a fast-paced medical office environment for provider precertification of patient medical services.
- Applied HIM and Administrative Policies & Procedures governed by HIPAA, ODH.
- Utilizing corporate resources to accurately look up CPT codes, HCPCS codes, ICD-9, and ICD-10 codes to verify if pre-certification is required.
- Met division goals and call quality index scores 92% or higher, resulting in earning annual performance-based bonuses each year.
- Built cases for UMNA's, UMNC's, CMs, and Medical Directors to review for pre-certification approval and scheduled appointments for escalation status reviews.
Education
Associate of Arts - Criminal Justice
University of Phoenix
Tempe, AZ2022-10
Certificate of Completion Diploma - Business Office Administration
Franklinton Career & Technical Center
Columbus, ND2006-06
High School Diploma -
Northland High School
Columbus, ND1992-06
Skills
- Customer Service (18years)
- Data Entry (18years)
- Microsoft Office Suites (15years)
- Inbound/Outbound calls (20years)
- General Office Skills (20+years)
- Attention to Detail
- Customer Focus
- Written and verbal communications
- Operation and Administrational Support
- Information Technology
References
References available upon request.
Timeline
Customer Service Representative I
Trinity Health
2021.07 - 2024.08
Senior Specialist I
JPMorgan Chase
2017.01 - 2021.07
Care Management Associate II
Aetna Inc
2010.08 - 2016.10
Associate of Arts - Criminal Justice
University of Phoenix
Certificate of Completion Diploma - Business Office Administration
Franklinton Career & Technical Center
High School Diploma -
Northland High School
Similar Profiles
Brianna PetersonBrianna Peterson
Certified Nursing Assistant at Trinity HealthCertified Nursing Assistant at Trinity Health
David OttenDavid Otten
Registered Nurse- ER at Trinity HealthRegistered Nurse- ER at Trinity Health
Susan MottSusan Mott
Ambulatory Nurse Care Manager at Trinity HealthAmbulatory Nurse Care Manager at Trinity Health