Shyri Smith
Durham
Summary
Highly motivated, self-driven individual who thrives in a fast-paced and ever-changing environment with experience in resolving customer complaints and promoting conflict resolution
Overview
30
30
years of professional experience
Work History
Group Insurance Administrator
Metlife
09.2023 - Current
- Process financial transactions (allocations, withdrawals, loans, fund transfers, reinstatements, 1035 exchanges) per SLA guidelines.
- Maintain and troubleshoot data in administrative systems, resolving discrepancies and errors.
- Update participant records, including beneficiary changes, ownership assignments, and return mail processing.
- Review and correct incomplete submissions, ensuring compliance with requirements.
- Manage enrollments and re-enrollments for contributory insurance products.
- Provide administrative support and assist with complex issues as needed.
GLP Customer Service Representative II
MetLife
01.2019 - 09.2023
- Responsible for the timely resolution of customer inquiries for account and billing inquiries
- Email correspondence for beneficiary updates and account changes
- Customer centricity
- Top Performer for First call resolution, Customer satisfaction surveys and NPS
Sales Lead/ Interim Supervisor
Charter Communications
01.2015 - 01.2018
- Delivered solutions to customers by providing support and education on Spectrum products and services, scheduled appointments
- Provided team support for escalations, coaching and training, and daily huddles
- Implemented daily schedules, employee recognition initiatives, and responsibility checklists
- Exceeded monthly sales goals
- Maintained strong knowledge of all products, pricing plans, promotions, and service features for Spectrum, as well as our competitors
Call Center Representative
Charter Communications
01.2014 - 01.2015
- Consistently exceeded goals of call handling, first call resolution and transfer metrics
- Generated sales by applying the Customer Interaction Process (CIP)
- Assisted customers in placing orders, billing, technical support and scheduling service appointments
- Strong knowledge of products, plans, promotions, and Spectrum service features and its competitors
Senior Service and Sales Representative
CableOne
01.2001 - 01.2013
- Customer service proficient with issuing equipment, subscriber services, and billing
- Scheduled service appointments with customers
- Collection for delinquent accounts
- Sales specialists of products and services
Main banker/Relief Supervisor
President Casino
01.1995 - 01.2001
- Processed Casino funds for billing and banking between departments
- Inventory and Accounting for the department's paperwork
Education
Business Management -
Miles College
01.1989
Business Management -
Mississippi Gulf Coast Community College
01.1988
Skills
- Customer Relationship Management
- Customer Service Sales
- Team Lead Experience
- Proficient with Microsoft Applications
- Data Entry and Logistical Support
shyrin3@gmail.com, shyri.l.smith@metlife.com
Timeline
Group Insurance Administrator
Metlife
09.2023 - Current
GLP Customer Service Representative II
MetLife
01.2019 - 09.2023
Sales Lead/ Interim Supervisor
Charter Communications
01.2015 - 01.2018
Call Center Representative
Charter Communications
01.2014 - 01.2015
Senior Service and Sales Representative
CableOne
01.2001 - 01.2013
Main banker/Relief Supervisor
President Casino
01.1995 - 01.2001
Business Management -
Mississippi Gulf Coast Community College
Business Management -
Miles College
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