Stacey Shaw

• Trained new staff on customer service protocols and best practices.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Collaborated with cross-functional teams to streamline issue resolution processes.
• Resolved customer inquiries efficiently, enhancing overall satisfaction and retention.

• Assisted with scheduling Covid vaccine appointments as well as answered questions and concerns in regard to the virus and vaccine.
• Provided outstanding customer service by addressing inquiries promptly.
• Provided exceptional customer service, ensuring positive experiences for all members.
• Provided comprehensive customer service to drive client satisfaction.

• Assisted Humana employees with network troubleshooting, password changes and log on issues.
• Analyzed customer inquiries to identify trends and provide actionable insights for service improvements.
• Coordinated with cross-functional teams to resolve complex customer issues efficiently and effectively.
• Implemented feedback loops to capture customer satisfaction metrics and refine support processes.
• Identified trends in client requests and helped management get ahead of ongoing problems.

Responsible for locating and communicating with debtors to negotiate payoffs, setting up re-payment plans, and establishing repossession orders if necessary and to safeguard our company’s investments, ensuring as much recovery as possible, while adhering to legal requirements and best practice industry standards.

• Analyzed asset recovery processes to enhance efficiency and reduce turnaround time.
• Developed strategies for managing delinquent accounts, increasing recovery rates.
• Kept detailed records of all recovered assets, ensuring accurate reporting and timely communication with clients.
• Conducted outbound collection calls and received inbound calls on assigned delinquent accounts.

• Assisted in answering calls for open enrollment
• Educated members about their medical coverage

• Successfully managed the activities of 30-40 team members
• Managed and mentored an average of 15-20 new associates per year
• Monitored the daily activities of all the departments’ associates
• Interviewed, hired and trained new quality associates
• Resolved customer questions, issues and complaints with pride and professionalism
• Effectively communicated with team members to maintain clearly defined expectations
• Reduced amount of employee overtime by 91 percent by effectively delegating tasks
• Delivered excellent customer service by greeting and assisting each customer

• Educate customers on benefits of acquiring wireless, satellite and internet services
• Exceeded and maintained sales results and key applied key metrics that pertained to the call
• Support Wal-Mart, Target, Best Buy, Sam’s Club, and all authorized retail stores
• Troubleshoot VDSL/ADSL, VOIP and IPTV services and hardware issues accurately and efficiently to come to proper resolution
• Utilize multiple tools and departments to identify and resolve advanced order problems
• Identify potential service problems and pro-actively support all services
• Utilize CRM to track, notate, and dispatch all case

• Responsible for determining if disability claims are approved on medical criteria

• Consistently met quality metrics in customer services and order processing
• Assisted customers with plan benefit information and educated on co-pay and deductibles to place mail order prescriptions

• Responsible for all employee scheduling and shift goals
• Helped customer with purchasing of movie rentals
• Increased sales goal for movie rental discount packages by 35 percent
• Lead the team in achieving sales goals, obtaining excellent product knowledge and meeting customer service standards

• Second level support for wireless customer with technical difficulties using device
• Handled customer questions, complaints and billing inquiries
• Assisted customers technical concerns pertaining to their mobile phones

• Assisted with processing medical claims for members allowing them to have medical services processed and paid
• Responsible for daily quota for completion of claims