Shamera Gadson
Columbia
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Hardworking customer service representative assessed charges for services requested or collected deposits and payments. Contacted customers regarding status updates or adjustments. Trained customers on new policies or procedures and responded to emails or messages in timely manner. Provided customer support to clients needing assistance with service plans. Researched inquiries, answered questions and offered solutions to resolve issues. Considered valuable team player with great organizational skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Agent II
Sutter Health
11.2024 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Collaborated with team members to streamline processes and enhance service delivery.
- Managed customer accounts, ensuring accurate information and timely updates.
- Trained new staff on company policies, systems, and customer service best practices.
- Led initiatives to improve response times, enhancing overall customer satisfaction scores.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Implemented feedback mechanisms to assess service quality and drive improvements.
- Processed high-volume billing transactions ensuring accuracy and compliance with company policies.
- Implemented process improvements that streamlined billing operations, reducing turnaround time for invoice processing.
- Utilized billing software efficiently to manage accounts receivable and maintain up-to-date records.
- Developed training materials for new hires, improving onboarding efficiency and knowledge retention within the team.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
Claims Customer Service Representative
Blue Cross And Blue Shield Of South Carolina
05.2024 - 10.2024
- Streamlined claims processing for quicker resolutions, utilizing thorough investigation techniques and attention to detail.
- Gained valuable insights into customer needs through active listening skills, enabling tailored recommendations for additional coverage options that align with their specific requirements.
- Demonstrated adaptability in managing a diverse range of claim types across multiple insurance products while maintaining high-quality standards throughout the process.
- Developed strong relationships with clients, fostering trust and loyalty through exceptional customer service.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Ensured accurate documentation and record-keeping, adhering to company policies and industry regulations.
- Reduced errors in claim submissions by providing clear guidance to policyholders on required documentation and information needed for processing.
- Enhanced customer satisfaction by efficiently resolving claims and addressing policyholder concerns.
Contact Center Representative-Service Support
Flagstar Bank, FSB
11.2023 - 05.2024
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
- Enhanced team productivity through effective collaboration and communication with colleagues.
- Reduced handle time by quickly identifying customer needs and providing accurate information.
- Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved accounting, service and delivery concerns.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and refinancing.
- Handled any conditions sent from underwriting departments.
New Account Onboarding Specialist
American Express
04.2022 - 11.2023
- Applied banking knowledge and credit union programs to boost after-market product sales
- Assisted members in managing online services and achieving daily banking needs
- Referred unresolved customer grievances to designated departments for further investigation
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries
- Updated databases with new and modified customer data
- Attracted potential customers by answering product and service questions and suggesting information about other offerings
- Resolved problems or discrepancies concerning customers' accounts
- Identified transaction errors when debits and credits did not balance
- Performed special services for customers, ordering bank cards and checks.
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Evaluated customer needs and feedback to drive product and service improvements.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Customer Representative II
Wells Fargo
02.2019 - 05.2021
- Answered insurance-related questions and discussed product offerings with prospective customers to meet unique needs
- Responded to queries, solved or referred problems and followed up with clients to increase satisfaction
- Asked probing questions and offered solutions to resolve customer issues
- Attended training and educational seminars to enhance knowledge and credentials
- Applied basic insurance underwriting knowledge to evaluate and analyze information
- Conducted direct mail campaigns, personal insurance reviews and outbound calling blitzes to coordinate prospecting
- Built trusted partnerships through open and interactive communication to earn positive customer feedback.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
- Implemented feedback from regular evaluations to improve personal performance and contribute positively to the team''s collective growth.
- Handled high call volumes efficiently without sacrificing quality of interaction or resolution success rate.
- Maintained accurate records of all client interactions through diligent use of CRM systems, allowing for targeted follow-ups and efficient customer history referencing.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Collected customer information and analyzed customer needs to recommend potential products or services.
CUSTOMER SERVICE
BlueCross BlueShield of SC
03.2018 - 04.2019
- Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success
- History managing large amounts of inbound calls and sustaining satisfactory relationships with customers
- Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Completed opening and closing functions to meet operational needs.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
Education
Customer Service Certified -
Cosmetology
01.2018
DIPLOMA -
Warren Township High School
01.2014
Skills
- Report Creation
- Report Generation
- Credit Card Payment Processing
- Issue and Complaint Resolution
- Efficient and Detail-Oriented
- Customer Retention Strategies
- Transaction Processing
- Customer Account Management
- Call Documentation
- Translation and Interpretation Services
- Customer Data Confidentiality
- Building Customer Trust and Loyalty
- Order and Refund Processing
- POS Systems and Ordering Platforms
- Log Book Updates
- Data Reporting
- Data Transcription
- Error Verification
- Data Input
- Data Auditing
- Data Entry and Maintenance
- Quality Assurance Controls
- Customer Relations
- High-Energy Attitude
- Call Center Operations
- Problem-Solving Abilities
- Adaptive Team Player
- Compliance Awareness
- Call Management
- Customer Education
- Policy understanding
- Complaint Handling
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Excellent Communication
- Active Listening
- Claims Processing
- Relationship Building
- Microsoft Office
- Claims adjustment
- Medical Terminology
- Prior authorization processing
- Goal Setting
- Appointment Scheduling
- Eligibility Determination
- Skilled in Software
- Application Review
- Financial Transactions
- Problem-solving aptitude
- Data Entry Software
- Patient Rapport
- Information Verification
- Billing Software
- Data entry proficiency
- Phone Etiquette
- Customer service
- Problem resolution
- Outstanding communication skills
- Empathetic and genuine
- Active listening
- Data entry
Certification
- GNA ONBOARDGING BILING SPECIALIST
- CUSTOMER SERVICE REPRESENTATIVE III
- CUSTOMER CARE ADVOCATE
Timeline
Customer Service Agent II
Sutter Health
11.2024 - Current
Claims Customer Service Representative
Blue Cross And Blue Shield Of South Carolina
05.2024 - 10.2024
Contact Center Representative-Service Support
Flagstar Bank, FSB
11.2023 - 05.2024
New Account Onboarding Specialist
American Express
04.2022 - 11.2023
Customer Representative II
Wells Fargo
02.2019 - 05.2021
CUSTOMER SERVICE
BlueCross BlueShield of SC
03.2018 - 04.2019
Customer Service Certified -
Cosmetology
DIPLOMA -
Warren Township High School
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