Shyla D. McQueen
Tullahoma,TN
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
Health Alliance Medical Plans
09.2018 - Current
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Resolved billing inquiries and disputes
- Built and maintained positive working relationships with our members.
- Help reduce hold times on phone calls by 5%
- Answer 80-100 calls per day
- Handled call ratio 99-100%
- Call Monitors always exceed exceptions ( Minimum of 70%) my average is 95%
- Log Adherence ( Minimum 83%) my average is 95%
Receptionist/Cashier
O'Brien/Napleton AutoPark
10.2014 - 03.2018
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Welcomed customers and helped determine their needs.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Assisted customers with returns, refunds and resolving transaction issues.
- Answered questions about store policies and addressed customer concerns.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Addressed customer needs and made product recommendations to increase sales.
- Performed cash, card and check transactions to complete customer purchases.
- Learned duties for various positions and provided backup at key times.
- Worked with floor team and managers to meet wide range of customer needs.
- Helped increase productivity by 10% by working overtime to fill in or help with filing
- Kept reception area clean and neat to give visitors positive first impression.
Warehouse Associate/Material Planner
Caterpillar Logistic Services
05.2000 - 11.2013
- Coordinated expedited orders with manufacturing affiliates to meet demand.
- Helped Reduce "line down" occurrences by 5%
- Sourced, purchased and scheduled movement of raw materials and finished goods in support of operational needs.
- Tracked placed orders to identify and resolve problems impacting on-time delivery.
- Facilitated collaboration between production, warehouse and technical personnel to meet procurement needs.
- Reviewed system-generated error reports and manually input order corrections.
- Monitored arrivals and prioritized inbound shipments with transportation department.
- Collaborated with cross-functional teams to align production plans with customer requirements.
- Forecasted production schedules and adjusted plans to accommodate changes in demand.
- Devised and implemented efficient processes for production tracking and inventory control.
- Managed 20-30 employees
- Helped raise production by 20% by acting no only as a team lead but also as a team player
Education
Some College (No Degree) - Business
University of Phoenix
Tempe, AZAssociates of Arts - Business
Parkland College
Champaign, IL1999
Diploma - undefined
Central High School
1995
Skills
- Dedicated customer service representative
- Punctual and Hardworking
- Billing Issue Resolution and Support
- Customer Data Confidentiality
Timeline
Customer Service Representative
Health Alliance Medical Plans
09.2018 - Current
Receptionist/Cashier
O'Brien/Napleton AutoPark
10.2014 - 03.2018
Warehouse Associate/Material Planner
Caterpillar Logistic Services
05.2000 - 11.2013
Some College (No Degree) - Business
University of Phoenix
Associates of Arts - Business
Parkland College
Diploma - undefined
Central High School
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