Shurika Barker
Arkansas Foundation for Medical Care
Bryant,AR
14
years of professional experience
Knowledgeable and dedicated customer service professional with extensive experience in the Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Work History
Member Service Representative
9 Months- Responded to member inquiries regarding eligibility, benefits, and service issues with accurate, timely information.
- Processed enrollment updates and maintained member records in compliance with confidentiality standards.
- Resolved routine account discrepancies by researching records and coordinating with internal departments.
- Documented calls, correspondence, and case notes to support consistent member service follow-up.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
PATIENT CARE ADVOCATE
1 Year 10 Months- During my tenure at Pearl working on the Humana Contract, I received a government clearance at the level of confidential as well as received my CAC card.
- Provided excellent customer service to active-duty service members, sponsors and beneficiaries, ensuring clear communication and guidance regarding their TRICARE benefits and services.
- Assisted in resolution of inquiries related to eligibility, coverage, claims provider network and authorizations, ensuring timely and accurate responses.
- Utilized knowledge of TRICARE policies and procedures to troubleshoot complex issues, deliver solutions and ensuring compliance with federal and state healthcare regulations.
- Managed high volume of inbound calls, addressing concerns with professionalism and empathy while maintaining customer satisfaction and retention
- Collaborated with internal teams and healthcare providers to resolve customer issues, including coordinating referrals, appointments and pharmacy services.
- Ensured documentation of all interactions in the CRM system, adhering to HIPPA guidelines and confidential requirements. Supported continuous process improvements by providing feedback on common issues, system inefficiencies and customer concerns
- Educated beneficiaries on available services, health and wellness programs, and preventative care, driving positive health outcomes.
- Educated beneficiaries on available services, health and wellness programs, and preventative care, driving positive health outcomes.
- Back office experience
RECEPTIONIST
6 Years 4 Months- Maintained upkeep of the front office.
- Appointment setter, processed all new customer information
- Sorting and distributing mail, answering incoming calls, faxing, filing, ordered all office supplies.
CALL CENTER REPRESENTATIVE
5 Years 6 Months- Address customer service inquiries in a timely and accurate fashion.
- Accurately responds to inbound calls using designated script, active listening skills and extensive product knowledge to solve customer queries.
- Properly directed inbound calls in phone queues to improve call flow.
- Maintained a professional, friendly demeanor with customers at all times, receiving 105+ positive customer reviews
- Answered 50+ calls daily from customers nationwide
- Empathy, persuasive selling, pay close attention to detail, ability to stay calm in emergencies, problem-solving and troubleshooting
- Developed effective relationships with all call center departments through clear communication.
- Worked with upper management to ensure the appropriate changes were made to improve customer satisfaction.
Education
- Criminal Justice
- Completed 60 hours towards an Criminal Justice Degree at University of Central Arkansas
- Certificate of Proficiency, CNA, Arkansas State Un
High School Diploma
Skills
Customer service
Relationship building
Financial transactions
Customer support
Call center experience
Healthcare
Membership renewals
Computer skills
Customer relationship management (CRM)
Remote office availability
Call documentation
Calm and professional under pressure
Multichannel communication
Product knowledge
Accomplishments
- Achieved top performer in monthly satisfaction scores by completing all required metrics such as speed, acw, working rate, calls handled, average talk time, and resolution rate with accuracy and efficiency.
Timeline
Member Service Representative
Arkansas Foundation for Medical Care
01.2026 - CurrentRead More
PATIENT CARE ADVOCATE
Pearl Interactive
03.2024 - 01.2026Read More
RECEPTIONIST
Rich Credit Solutions
11.2017 - 03.2024Read More
CALL CENTER REPRESENTATIVE
FIRST COLLECTIONS
05.2012 - 11.2017Read More
University of Central Arkansas
from Criminal Justice
Read More
Arkansas State University
from Certificate of Proficiency, CNA, Arkansas State Un
Read More
Conway High School
High School Diploma
Read More