Showneisha Wells
Arlington,Tx
Summary
Seasoned management professional successful at establishing excellent working relationships with customers, employees, vendors and contractors. Talented in team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Strong leadership and problem-solving abilities dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
14
14
years of professional experience
Work History
Assistant Business Operations Manager
Carmax Auto Superstores Inc
01.2022 - Current
- Processed paperwork associated with retail/wholesale automobile sales including printing daily reports, maintaining deal jackets, contacting finance companies regarding contracts/funding and drafts. Obtaining required information regarding registration and/or titling, processed reassignments, completed appraisal lane purchases to include the collection and completion of titles, and audited completed paperwork.
- Processed paperwork affiliated with the state DMV and local Tax Office which included submitting paperwork necessary to title or and register a vehicle for a customer after the sale or obtaining a title for a customer after the sale.
- Managed multiple pay types including receiving and counting money, distributing funds, preparing deposits and handling of the safe with considerations to security and loss prevention.
- Reviewed company's strategic plans and developed departmental goals and standards to support vision.
- Listened to staff and customer issues and conflicts to deliver win/win solutions, propel customer experiences.
- Recruited, hired, mentored and trained staff on business procedures, policies, duties, customer care methods, insight into corporate policies and procedures, and guided employees to maintain high productivity and performance metrics.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Worked in tandem with peers to better understand business process and initiate improvements, helping company achieve goals.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths. Tracker employee attendance and punctuality while addressing repeat problems quickly to prevent long-term habits.
- Promoted energetic atmosphere with purpose to drive improvements in customer care and experiences.
- Spearheaded projects by coordinating with Business Operations Manager to support the Business Office.
Customer Service Call Center Supervisor/Trainer Coordinator
Private National Mortgage Company
08.2019 - 01.2022
- Responded to telephone or written correspondence inquiries from Homeowners using my ability to delivering timely and accurate information in a fast-paced environment
- Answered incoming and made outbound to loan holders
- Gathered and verified demographic information and documented calls using standard computer software and systems using personal computer knowledge, including proficiency in Word and Excel Detail oriented with good organizational and follow-through skills
- Served as a liaison between the homeowners using strong negotiation skills with ability to effectively resolve problems and conflict effectively while gaining customer commitment and retention.
- Responsible for the delivery of new employee orientation, new product and service training, systems training, customer interaction training, and soft skills training
- Facilitated training sessions on complex and advanced topics including team leader training and advanced systems while acting as a SME of training and mentoring peers.
- Maintain records, files, and documentation as appropriate while meeting department production and quality standards.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Supervised customer service agents in providing excellent customer service to callers requiring assistance for Mortgage and home loan issues. Resolved and de-escalated customer complaints by determining cause of problems and selecting best solutions.
- Managed scheduling for agents and product specialists to foster increased productivity.
Medical Bill Review Specialist-Data Entry
Mitchell International/Volt
01.2018 - 09.2018
- Examine medical documents for accuracy, reviewing patient records, medical bills(UB04,CMS-HCFA1500) and insurance paperwork
- Entered required billing data into medical information system
- Provided administrative support for tasks such as data entry, document verification, insurance verification and communication to providers and clients
- Performed routine office tasks such as hardcopy/electronic medical document identification and sorting, copying, faxing, scanning medical bills, re-pricing, and data entry into client specific applications
- Provided claims support including status update and documenting claim details
- Worked with insurance representatives to ensure claims are paid appropriately
- Reviewed and updated patient account charges, insurance data and demographic information and researches missing or incorrect information that may affect claims submissions
- Routine decision-making all the while focused on efficient processing of high-volume transaction-oriented assignments.
Customer Service Rep & Claims (Call Center)
Warrantech/AmTrust Financial Services
03.2013 - 01.2018
- File claims, go over claim and service information with customers, and communicate with service centers on claim status and part orders
- Send documents via fax, mail, or email to customers as necessary
- Demonstrate effort by exceeding average handle time and meeting quality assurance goals
- Demonstrate persistence along with problem solving and decision making skills to work with customers through a variety of challenging situations
- Effectively operate computer equipment and applications.
Ins Verification/Collection Customer Service (Call Center)
HCA-National Patient Account Services
01.2011 - 01.2013
- Billed and rebilled insurance companies
- Verified Insurance
- Collected on delinquents accounts
- Assisted guarantors with setting up balance resolutions for outstanding bills and sent out itemized bills/statements
- Assisted guarantors with questions concerning their billed statements and an explanation of benefits while providing excellent customers service in timely manner
- Maintaied a stat’s goal of 23 per hour, a collection goal, and after call work (ACW).
Education
Associate of Applied Science - Human Resources Management
Tarrant County College District
Fort Worth, TX06.2023
High School Diploma -
Sam Houston High School
Arlington, TX05.2005
Skills
- Project Management
- Strategic Planning
- Budgeting and forecasting
- Talent Acquisition
- Data Collection& Entry/Paperwork Processing
- Call/Document Management
- Coaching and Mentoring
- Complaint resolution
- Business Administration
- Performance Management
- Onboarding and Orientation
- Compensation and benefits
Timeline
Assistant Business Operations Manager
Carmax Auto Superstores Inc
01.2022 - Current
Customer Service Call Center Supervisor/Trainer Coordinator
Private National Mortgage Company
08.2019 - 01.2022
Medical Bill Review Specialist-Data Entry
Mitchell International/Volt
01.2018 - 09.2018
Customer Service Rep & Claims (Call Center)
Warrantech/AmTrust Financial Services
03.2013 - 01.2018
Ins Verification/Collection Customer Service (Call Center)
HCA-National Patient Account Services
01.2011 - 01.2013
Associate of Applied Science - Human Resources Management
Tarrant County College District
High School Diploma -
Sam Houston High School