Customer Service Manager

Ms. Shanequia Traylor

Shanequia.traylor@gmailcom

**** ***** **** **. 832-***-****

Houston,TX 77099

Dedicated customer service manager with 15+ years of experience in retail settings. Consistently

achieve record high customer satisfaction rankings, improvements to the bottom line and turnaround

of underperforming operations.

Respected builder and leader of customer focused teams; analytical with billing, data processing, and

advanced clerical experience. People oriented with excellent interpersonal skills.

Areas of Expertise

Customer Service Management Cash Handling Data Entry

Complaint Handling & Resolution Sales & Margin Improvement Medical Terminology

Retail Operations Management Time Management MS Word & MS Excel

Professional Experience

General Dynamics Information Technology –Houston, TX

•

CSR 01/2013 Present

• Answering 50 inbound calls a day

• Processing enrollments

• Obtains client information by answering telephones call.

• Interviewing clients, and verify information.

• Determining eligibility by comparing client information to requirements.

• Maintain and improve quality results by adhering to standards and HIPPA guidelines

• Insurance knowledge in HMO’s PPO’s and POS EPO Medicaid and indemnity plans

Cash America Houston, TX

Store Manager 1/2010 to 12/2013

Offer monetary loans in exchange for various items of value.

Work at intake desk assisting with paper work and issuance of loan documents.

Cash handling and inventory control

Simply Fashions Houston, TX

Store Manager, 3/2009 to 11/2010

Responsible for overseeing store operations. Handle sales tracking, reporting, inventory control, and employee

payroll.

Worked directly with vendors to confirm and verify payments. Assisted in all areas of resets, remodels, and

relocations.

Trained and supervised personnel.

Love and Joy Care Center Houston, TX

Administrative Assistant, Contract 9/2008 to 02/2009

Provided administrative support to upper management and Program Director. Scheduled meetings, answered

phones, and purchased supplies. Created electronic filing system.

Maintained patient information, medical records, and income reports. Processed patients billing statements,

reimbursement claims, post payments and transactions.

Implemented an efficient follow up system to expedite the recovery of outstanding payments. Reconciled

balances and incidents of return claims checks to Medicaid/Medicare.

Provided assistance in care taking to clients which consist of bathing,grooming, clothing the patients as well

as administering meds to clients while being supervised.

Wal Mart Houston, TX

Customer Store Manager, 07/2000 to 03/2008

Resolved an average of 350 inquires or returns daily. Managed budgets, marketing, and rotating of inventory

stock. Ensured proper handling of daily receipts, balanced registers, bank accounts, and daily deposits,

processing claims.

Planned, developed, and coordinate events and promotional campaigns. Supervised, scheduled, and trained

personnel.

Direct all operations as it pertains to customer service and returns. Successfully diffused volatile customer

service situations.

Education and Training

James Madison High School – High School Diploma Houston, TX

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