Shaquetta Thomas
Winnsboro
Summary
Dynamic customer service professional with a proven track record at Spectrum, excelling in high-pressure environments. Skilled in effective listening and analytical reasoning, I enhanced customer loyalty through empathetic conflict resolution. Committed to detail-oriented data management, I consistently improved patient satisfaction by ensuring accurate benefit verifications and timely responses.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Spectrum
01.2022 - 08.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Specialist
Meduit
02.2020 - 12.2022
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Benefit Verification Specialist
AmerisourceBergen
01.2018 - 01.2020
- Provided exceptional customer service by addressing patient concerns regarding coverage and out-of-pocket expenses.
- Managed high-volume caseloads while maintaining strict deadlines for completing benefit verifications and authorizations.
- Ensured compliance with HIPAA regulations during all aspects of the benefit verification process, protecting patient privacy.
- Improved patient satisfaction by accurately verifying benefits and providing timely responses to inquiries.
Education
Phlebotomy
Fairfield Central High School
Winnsboro, SC05-2013
Skills
- Customer engagement
- Effective listening
- Analytical reasoning
- Detail-oriented data management
Certification
Phlebotomy Certification from York Technical College
Timeline
Customer Service Representative
Spectrum
01.2022 - 08.2024
Customer Service Specialist
Meduit
02.2020 - 12.2022
Benefit Verification Specialist
AmerisourceBergen
01.2018 - 01.2020
Phlebotomy
Fairfield Central High School
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