Shontia Daniels
Cleveland
Summary
Seasoned Disputes Specialist with comprehensive background in dispute resolution. Have effectively managed and resolved high-volume caseloads, demonstrating strong negotiation skills. Proven ability to adapt to new technologies and procedures while maintaining high standards of compliance and accuracy. Previously, have made significant improvements in process efficiencies and customer satisfaction levels through strategic problem-solving abilities.
Overview
18
18
years of professional experience
Work History
Disputes Specialist
Discover Bank, Member FDIC
Cleveland
02.2023 - Current
- Assisted customers with dispute resolution, providing explanations of the process, account information and answers to inquiries.
- Educated customers on the dispute resolution process via telephone or email communication.
- Investigated customer disputes to determine validity and resolution options.
- Communicated effectively with customers regarding dispute processes and outcomes.
Personal Caregiver
Dodd
Columbus
06.2014 - Current
- Assisted clients with daily living activities and personal hygiene.
- Assisted patients with daily personal hygiene.
- Performed light housekeeping duties such as changing bed linens, washing dishes, vacuuming floors.
- Kept detailed notes about the progress of each patient's health status.
- Helped clients get in and out of beds and wheelchairs.
Medical Secretary
Ahuja Medical Center
Beachwood
01.2020 - 04.2022
- Assisted medical staff with patient intake and documentation processes.
- Answered incoming calls in a professional manner and directed them to the appropriate personnel.
- Ensured HIPAA compliance was maintained throughout the practice by following protocols.
- Utilized medical software for patient registration, scheduling, and records management.
- Transmitted medical records and other correspondence by mail, e-mail, or fax.
- Communicated with patients with compassion while keeping medical information private.
- Scheduled tests, lab work or x-rays for patients based on physician orders.
Store Manager
Dollar General
South Euclid
01.2015 - 12.2019
- Trained and supervised staff to enhance customer service and store efficiency.
- Managed daily store operations and ensured compliance with company policies.
- Handled customer inquiries and resolved issues to promote satisfaction and loyalty.
- Collaborated with district managers on performance assessments and operational improvements.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Resolved customer complaints in a timely manner.
- Created weekly work schedules for store personnel.
- Managed daily banking activities such as deposits and withdrawals.
- Updated and maintained store signage and displays.
- Ensured compliance with safety regulations and company policies.
- Prepared staff work schedules and assigned team members to specific duties.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Assistant Manager
Dollar Tree
Richmond Heights
06.2008 - 11.2014
- Trained and mentored new staff on policies, procedures, and customer service standards.
- Implemented training programs to improve team performance and operational efficiency.
- Supervised daily operations including scheduling shifts, assigning duties.
- Ensured compliance with safety regulations and company policies.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Education
Richmond Heights High School
Richmond Heights, OHSkills
- Dispute resolution
- Claims investigation
- Account management
- Customer advocacy
- Regulatory compliance
- Customer communication
- Critical thinking
- De-escalation techniques
Timeline
Disputes Specialist
Discover Bank, Member FDIC
02.2023 - Current
Medical Secretary
Ahuja Medical Center
01.2020 - 04.2022
Store Manager
Dollar General
01.2015 - 12.2019
Personal Caregiver
Dodd
06.2014 - Current
Assistant Manager
Dollar Tree
06.2008 - 11.2014
Richmond Heights High School