SHANTIA CLARK ROBINSON
Warrenville,SC
Summary
Professional with background in enhancing member experiences through strong interpersonal skills and effective problem-solving. Known for fostering team collaboration and delivering impactful results in dynamic environments. Adept at adapting to changing needs while maintaining focus on member satisfaction, communication, and efficiency. Equipped with skills in customer service, conflict resolution, and process improvement.
Overview
14
14
years of professional experience
Work History
Member Experience Specialist
Work It Health
09.2024 - Current
- Provided personalized support to members, addressing inquiries and resolving issues while ensuring HIPAA compliance and protecting sensitive health information.
- Managed and tracked member requests using CRM software, ensuring timely follow-ups and high-quality service in line with healthcare industry standards.
- Delivered empathetic customer service, maintaining a member satisfaction rate of 95% or higher by offering support tailored to each member's unique needs.
- Acted as the primary point of contact for members, ensuring a seamless and positive experience, while effectively navigating healthcare systems and protocols.
- Identified opportunities for upselling and cross-selling relevant healthcare products and services, contributing to increased member engagement and revenue.
- Collaborated with internal teams to gather feedback and improve processes, enhancing the overall member experience and ensuring compliance with healthcare regulations.
CEO
Plain Jane Aesthetics
10.2019 - Current
- Developed strategic business initiatives to enhance brand presence and market share.
- Led cross-functional teams to implement innovative aesthetic treatment protocols.
- Managed daily operations for a successful small business, ensuring efficient processes and quality services.
- Developed and managed operational strategies to enhance business efficiency and customer satisfaction.
- Oversaw financial planning, budgeting, and analysis to ensure accurate forecasting and resource allocation.
Customer Account Expert
T-Mobile
01.2014 - 03.2019
- Provided expert technical support, troubleshooting issues with mobile devices, services, and network connectivity.
- Delivered exceptional customer service with empathy and patience, consistently achieving a customer satisfaction rating of 95% or higher.
- Utilized CRM systems to track customer interactions, resolve inquiries, and document service requests efficiently.
- Resolved 90% of technical issues on the first call, enhancing customer satisfaction and reducing call-back rates.
- Upsold products and services, contributing to a 15% increase in monthly revenue and consistently exceeding sales targets.
- Processed 100+ refunds and billing adjustments monthly, achieving a 98% accuracy rate and ensuring timely customer resolutions.
Preventive Medicine Specialist
United States Army
04.2012 - 10.2019
- Provided consultations and guidance on lifestyle modifications, focusing on disease prevention and health optimization.
- Delivered empathetic and patient-centered care, achieving a 95% satisfaction rate from clients through virtual health assessments and support.
- Utilized telemedicine platforms to track patient progress, document health records, and ensure timely follow-ups.
- Identified and addressed 90% of preventive health concerns during virtual consultations, reducing the need for in-person visits.
- Promoted wellness programs and preventative treatments, contributing to a 20% increase in client participation and retention.
- Reviewed and analyzed medical literature to identify potential opportunities for the refinement of diagnostic tools and treatment protocols in preventive medicine.
Education
Bachelor of Business - Finance
American Intercontinental University
Houston, TX06.2026
High School Diploma -
Delaware Valley Chs
Philadelphia, PA06.2007
Skills
- Customer relations
- Documentation skills
- Claims investigation
- Data entry
- Critical thinking
- Technical Troubleshooting
- CRM Systems
- Problem Solving
- Time Management
- Conflict Resolution
- Upselling and Sales
Timeline
Member Experience Specialist
Work It Health
09.2024 - Current
CEO
Plain Jane Aesthetics
10.2019 - Current
Customer Account Expert
T-Mobile
01.2014 - 03.2019
Preventive Medicine Specialist
United States Army
04.2012 - 10.2019
Bachelor of Business - Finance
American Intercontinental University
High School Diploma -
Delaware Valley Chs