Wanda Shell-White
Birmingham,AL
Summary
Dynamic customer service professional with over 20 years of experience, including at United Airlines. Proven track record in problem resolution and outstanding communication skills, enhancing customer satisfaction through effective complaint handling and de-escalation techniques. Adept at navigating complex inquiries, ensuring timely resolutions that uphold brand reputation.
Overview
22
22
years of professional experience
Work History
Customer Service Agent
United Airlines-United Ground Express
08.2022 - Current
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Investigated and resolved customer inquiries and complaints quickly.
- File and process claims on damage bags.
- Actively locate delayed baggage and reunite with customers.
Homemaker
Self-employed
03.2015 - 08.2022
- Self-motivated, with a strong sense of personal responsibility.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Medicare Customer Service Representative
Viva Health
06.2013 - 03.2015
- Enhanced customer satisfaction by efficiently addressing and resolving Medicare-related inquiries.
- Provided exceptional support to Medicare beneficiaries, guiding them through coverage options and plan details.
- Managed a high volume of inbound calls, adeptly navigating multiple systems while maintaining focus on customer needs.
- Maintained strong working knowledge of Medicare regulations, ensuring accurate information dissemination to clients.
- Assisted in enrollment processes for new beneficiaries, providing clear guidance through each step for seamless transitions into coverage plans.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Claims Representative
Allstate Insurance Co
04.2003 - 06.2013
- Worked productively in fast-moving work environment to process large volumes of claims.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Provided exceptional customer service, addressing concerns and resolving issues promptly.
- Negotiated settlements with claimants, achieving favorable outcomes for both parties.
Education
Health Care Management
University of Phoenix
Birmingham, ALFairfield High School
Fairfield, Al1986
Skills
- 20 years Customer service
- Data entry
- Problem resolution
- Outstanding communication skills
- Call center experience
- Active listening
- Customer complaint resolution
- Complaint handling
- De-escalation techniques
- Inbound customer service
- Documentation and reporting
- Adaptability and flexibility
Timeline
Customer Service Agent
United Airlines-United Ground Express
08.2022 - Current
Homemaker
Self-employed
03.2015 - 08.2022
Medicare Customer Service Representative
Viva Health
06.2013 - 03.2015
Claims Representative
Allstate Insurance Co
04.2003 - 06.2013
Health Care Management
University of Phoenix
Fairfield High School
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