Summary
Overview
Work History
Skills
References
Timeline
Generic

Shundra English

Atlanta,GA

Summary

Personable and dedicated Customer Service Representative with extensive experience in medical, dental, and retail customer service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses

Overview

8
8
years of professional experience

Work History

Tax Preparation Professional

One Way Tax Solutions
Atlanta, GA
01.2022 - Current
  • Communicated with clients regarding their tax issues, questions, and concerns.
  • Prepared estimated taxes based on current year's income projections.
  • Maintained accurate records of all completed forms for future reference purposes.
  • Processed payments of taxes due or refunds owed through electronic means or paper checks as necessary.
  • Assisted clients in preparing and filing taxes accurately according to regulations.
  • Assisted with training new employees on proper intake procedures.

Insurance Data Entry Clerk/ Claims Adjuster

State Farm Insurance
Atlanta, Georgia
05.2023 - 06.2024
  • Processed policy applications for potential new policyholders and accurately entered data into internal software.
  • Maintained the customer database by entering new and updated information.
  • Reviewed data for discrepancies or errors, correcting any incompatibilities and checking output.
  • Required to pay strong attention to detail, good typing skills, and the ability to work accurately with numerical and textual data Obtained information from policyholders to verify the accuracy and completeness of information on claims forms, applications and related documents, and company records. Familiar with computer software and have basic knowledge of spreadsheet applications, word processing, and database management systems.

Sr. Complex Customer Service Advocate

United Health Group
Atlanta, Georgia
01.2022 - 03.2023
  • Addressed member and provider inquiries related to medical benefits and claims.
  • Implemented company processes to resolve member/provider concerns efficiently.
  • Entered client data into system databases.
  • Transfer data from paper formats into computer files or database systems using keyboards, data recorders or optical scanners.
  • Escalated issues to correct individuals when typical procedures did not achieve resolution.
  • Assisted customers with billing, troubleshooting and account issues.
  • Resolved escalated issues by liaising with provider offices.
  • Acted as a primary resource for handling staff inquiries regarding policies and procedures.

Tier 2 Customer Service Representative

Delta Dental
Atlanta, Georgia
06.2019 - 01.2022
  • Provided Tier 2 support to members and providers regarding dental benefits and claims processing.
  • Met and maintained production standards, counts and inquiry response turnaround.
  • Provided information for subscribers such as questions pertaining to insurance, billing, claims or eligibility.
  • Obtained pertinent patient demographics and documented this information in a patient database when required.
  • Responded to basic telephone, electronic, written inquiries from dental or vision professionals, groups, subscribers, and brokers.
  • Knowledgeable of dental coding and practices to ensure accuracy while assisting both members and providers.
  • Assisted claimants, providers and clients with problems or questions regarding claims.
  • Managed and updated client records, ensuring data integrity.
  • Maintained accurate records and documented client data in company databases.

Intake Data Entry Clerk /Economic Support Specialist

GA DHS
Atlanta, Georgia
11.2016 - 02.2019
  • Processed policy applications for potential new policyholders and accurately entered data into internal software.
  • Maintained the customer database by entering new and updated information.
  • Reviewed data for deficiencies or errors, correcting any incompatibilities and checking output.
  • Required to pay strong attention to detail, good typing skills, and the ability to work accurately with numerical and textual data.
  • Obtained information from policyholders to verify the accuracy and completeness of information on claims forms, applications and related documents, and company records.

Skills

  • Data Entry
  • Data verification
  • Attention to detail
  • Problem solving
  • Time management
  • Customer Service
  • Conflict resolution
  • Troubleshooting
  • Data reporting

References

References available upon request.

Timeline

Insurance Data Entry Clerk/ Claims Adjuster

State Farm Insurance
05.2023 - 06.2024

Tax Preparation Professional

One Way Tax Solutions
01.2022 - Current

Sr. Complex Customer Service Advocate

United Health Group
01.2022 - 03.2023

Tier 2 Customer Service Representative

Delta Dental
06.2019 - 01.2022

Intake Data Entry Clerk /Economic Support Specialist

GA DHS
11.2016 - 02.2019

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Shundra English