Customer Service Representative

SHANDRA HOLMAN

*** * *** *** ** #** • Red Oak, Texas 75154• *******.******@*****.***

PROFILE

oProficient with Macintosh and PC, Microsoft Office (Word, Power Point, Excel, Publisher and Outlook)

oExcellent at writing, organization, project management, and effective communicator

oHigh capacity to receive and deliver expectations without hand holding, and delegate and organize tasks

oExperienced organizing team environments, including classrooms, stock rooms and HR filing

EDUCATION

Waxahachie High School

Navarro Jr. College Nursing Program

MANSFIIELD BUSINESS SCHOOL –CAN CERTIFCATE MEDICAL TERMINOLOGY

RELEVANT EXPERIENCE

Via Benefits, Towers Watson

Hybrid Agent

Richardson, Texas

2018-Present

Complete customers applications

Assist with online application

Provide customer service

Assist with general funding questions

Assist with application status for customer

Contacting the carriers for the retirees

Tower Watsons OneExchange VIP Customer Service Representative Richardson, Texas

2015- Present

Use a consultative approach to listen, assess, and resolve the retirees needs and questions with carriers, clients, and third party administrators

Use problem solving skills to identify root causes and issues of inquiries, and provide feedback on resolutions

Represent the company effectively, while using patience, knowledge, and kindness to deescalate concerned callers

Effectively, and empathetically communicate over the phone

Research and resolve customers Insurance claims for processing and payments.

Assist with inquires in regards to Health Reimbursements Account and Flexible Spending Account

Community Access HCS and ICF based program Duncanville, Texas 2010-2015

●Maintain records of events and donations

●Participate in clinical staffing

●Serve as liaison for program volunteers

●Communicate daily with residents regarding activities, housing, and personal needs/issues

Red Oak ISD Transporter Red Oak, TX 2006-2010

●Worked orderly and efficiently according to responsibilities upon request

●Assist parents and school personnel with safe loading and unloading of students; coordinate seating of pre-kindergarten students as required by State Transportation Guidelines.

●Communicate with classroom aides, teachers, principals, and parents concerning student background, medical problems and behavior as appropriate.

●Maintain current knowledge of Emergency Evacuation procedures.

●Assist handicapped children on and off the bus and escort children across street upon return home; lift children as required; assure responsible adult meets students leaving the bus.

●Attend in-service meetings and training courses as assigned.

Mobile Media Customer Service Representative Dallas, TX 2003-2005

●Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet

●Identify and escalate priority issues per customer specifications

●Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services

●Express ownership, advocacy and empathy to customers, with each high volume call

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