Customer Service Call Center
Resume:
Shantrell Galloway
Chicago, IL
Summary
Extensive experience in inbound/outbound service environment with an expertise in providing excellent customer service.
Assist in resolving issues related with payroll and serviced billed.
Responsible for processing claims, and work order in a timely matter and escalating calls if issues are not getting resolved over the phone.
Ensures that all process and procedures are well documented, coordinated, prioritized and organized.
Review process on all service documentation including invoices, and work orders.
Utilizes, maintain integrity to provide excellent service to customers and clients.
Education:
DeVry University, Oak Brook, IL
Pursuing Bachelor Degree
Major: Business Management
Skills:
Administrative & Customer Service Support Specialist
Scheduling
Processing Payroll/Timesheets
Interviewing and Hiring
Call Center Experience, Online Support, Claims Processor
Inbound/Outbound
Dispatching, Order Entry, Billing and Invoicing
Processing Claims in a timely Manner
Troubleshooting/ Problem Solving
Up-Selling/Sales Support
Customer Order Fulfillment
Ticketing system
SAP System/CRM System
Coaching/Leadership Call Center Operations
Technical/User Support
Complaint Handling
Reports & Documentation
Management Support
Excellent Communication and Customer Service Skills
Work Experience:
DHL- Des Plaines, Illinois
03/2022-10/2023
Ocean Import Coordinator-
Coordinate Ocean Import shipments with adherence to import regulations, customs laws, procedures and company/ industry standard operation practices (SOPs)
Schedule shipments by performing data entry into systems, preparing documentation, and sending documents to appropriate parties
Process to submit arrival notices and generate billing
Coordinate with customers and arrange for delivery to final destinations, providing quotes, and updating order and shipment status
Work closely with Customs Brokers to release and entry processing for ocean import shipments, including U.S. Customs and/or OGA releases; arrange for final delivery after release
Communicate with vendors for securing costs, confirming documents, and verifying status updates of shipments
Track shipments, update tracking reports to share customers and reach out to vendors to resolve any shipment status issues
Respond timely to communications and requests from clients, airlines, container freight stations, and vendors
Perform duties requested by Manager (answering phones, filing, data entry, and other related tasks).
Insight Global
IDES- Chicago,
03/2021- 03/2022
Fraud Specialist
Inbound/Outbound calls regarding unemployment benefits.
Process claims and update profile regarding benefits
Process claims regarding fraud and hijacking of payment
Also process affidavit forms regarding loss of payments
Insight Global
10/2018-1/2021 ATAT
Technician Dispatcher
Interacts and communicates with all Project Managers and Field Technician Supervisor to assign/dispatch Controls Technicians.
Generates CSO, dispatches technicians, and notify project manager and point of contact.
Create vendor tickets if technicians isn’t available in common area
Process closures of tickets for invoicing
Make sure all parts of service is done before closure of tickets.
Reschedule service helpers d tech needs assistance completing project
Communicate effectively with Project Managers
Prepare shipping documents for products that are scheduled to ship.
Processed Drivers as they arrived for deliveries verify shipment with purchase order and other documents.
Handed over necessary documents with instructions to truck drivers.
Keep track of shipment and Bill of Lading, Picture and update customers regarding their Shipments.
Scanned Bill of Lading to each customer upon request.
Coordinated with warehouse personnel for stocking inventory.
Prepare documents, such as work orders, bills of lading, and shipping orders to route materials.
Answer and place phone calls concerning shipping questions and concerns
Data Entry - Enter daily work loads into shipping database.
Senior Helper – Lincolnwood, IL
10/2015 – 04/2017
Scheduler Coordinator/Administrative/Manage Care Coordinator
Responsible for answering inbound calls regarding service needed for care of patients
Interview and hire potential candidates for care giving.
Process payroll and timesheet in a timely manner.
Run background checks on CNA’s and caregiver for safety precautions
Put care plans together for new clients to ensure proper care of patients.
Ensure we have enough staff for emergency service needed for care.
Process all scheduling needs for clients and caregiver
Emergency point of contact for missed schedules
Provide service for client if we don’t have a replacement
Reach out to clients for feedback on caregivers performance
Update roster and database system regarding removal of clients and caregivers
Creates and maintains staff schedules.
Provides staffing for sick leave, vacation, long term leave.
Schedules client appointments/visits according to care plans and staff availability.
Enters scheduling data, creates schedules.
Contacts care providers and clients regarding day-to-day changes.
Discerns client services required as outlined in agreements, urgent requests and care plans.
Enters staff and client information into database.
Maintains staff and client database (e.g. CQA, dates and reminders of TB, client admission, client hospital admission and discharge).
Maintains staff and client statistics, and reports.
Maintains call – in and retention report.
Professional Experience: Allstate - Northbrook, IL
Claims Service Specialist
10/2014-10/2015
Manage a steady volume inbound calls of new claims daily.
Guide Allstate providers through our claims process.
Assimilate data, evaluate facts and negotiate solutions to complex problems.
Collaborate with a variety of specialized departments to process claims accurately and in a timely manner.
Analyze pended, payable and denied claims for consistency and accuracy, following up internally or externally as needed to remediate processing defects.
Develop, document, and ensure the execution of claims processing and related controls, including fee schedule, code set, and third party pricing maintenance.
Research, develop, and participate in the maintenance of claims processing and related policies and procedures.
Thrive in an inclusive environment that encourages diversity, balance and innovation.
Research and analysis claims to be processed accurately
Handles Moderately complex claim assignments
Provide appropriate support for claim efforts
Make judgments and/or recommendations as appropriate
Contact this candidate