Customer Service Support Analyst
Resume:
Shawn A. Wright
Houston, TX *****
***********@*****.***
Professional Summary Note:
• Resourceful and driven professional with extensive experience in data management, administrative support, customer service, and sales. Known for boosting operational efficiency and consistently delivering outstanding results across diverse roles. Authorized to work in the US for any employer
Work Experience
Surge Support Analyst
Deloitte-Remote
May 2024 to Present
• Processing and evaluating Medicaid applications for children and families
• Entered client data into the Gateway system and utilized Excel spreadsheets to organize task numbers and track progress of application maintenance and processing.
• Used SharePoint to create reports for management.
• Reviewed data from electronic and other sources to input information into a computer-based Medicaid eligibility system for the State of GA.
• Computed benefits based on eligibility determinations.
• Employed fact-finding techniques to obtain, relate, and update corrections in information from applicants.
• Read, understood, applied, and explained detailed regulations and policies related to Medicaid eligibility.
• Performed basic arithmetic functions to ensure accurate benefit calculations.
• Managed time effectively by prioritizing tasks according to deadlines.
• Demonstrated strong interpersonal awareness and maintained professionalism under pressure.
• Adapted to varying situations with flexibility and maintained resolve in challenging scenarios. Benefits Eligibility Specialist
Maximus Health Services-Remote
August 2023 to May 2024
• Reviewed grant enrollment applications for children and families in the State of Arkansas, ensuring accuracy and compliance with program guidelines.
• Made necessary changes and corrections to grant documents to maintain data integrity.
• Utilize CRM software to track leads, manage accounts, and generate reports.
• Entered and managed data in the ARIES (Arkansas client eligibility system) and other relevant data collection systems.
• Maintained account management by tracking client service data using Microsoft Excel spreadsheets
• Create/Read reports and documents in Sharepoint.
• Addressed and resolved or appropriately referred questions, requests, complaints, and problems from clients.
• Input a variety of data, including healthcare information, wages/income, and household details.
• Utilized financial analysis to determine program eligibility based on client income, wages, and expenses.
• Retrieved and reported data from the ARIES database for healthcare programs such as TEFRA, PACE, MSP, and ARChoices.
• Verified information by reviewing documents using DOH eDatabases.
• Evaluated applications and determined appropriate next steps for eligibility.
• Completed up to 30 cases per day with a 96% quality control rate. Operations/Customer Service specialist
GFL Environmental-Houston, TX
July 2022 to August 2023
• Prepared and updated scheduling details using GFL company databases, Microsoft Excel, and SharePoint
• Efficiently managed employee calendar for drivers
• Managed existing customer accounts and created new accounts in Salesforce.
• Oversaw inventory management, including reporting disposal box counts, new letter mailings, and office supply needs, and confirmed receipt via email.
• Processed phone and email inquiries related to newsletters and containers, updating customers on membership changes and upgrades.
• Entered and verified data accuracy in database software.
• Created and issued invoices for GFL memberships, addressing service issues as needed.
• Increased customer base by 20% in 2022 through effective mailing of newsletters.
• Efficiently managed documents related to employee routes for monthly audits.
• Used HRIS systems to assist employees with Payment inquiries
• Coordinated daily operations, including invoice processing, payment distribution, product knowledge, and customer support for disposal containers and VIP member stickers.
• Resolved information discrepancies and obtained additional details for incomplete documents.
• Responded to information requests from authorized members.
• Utilized MS Office and Microsoft Excel for record-keeping and created spreadsheets to track daily schedules and route coordination.
• Provided ongoing maintenance and support of data using Workday Admin. Document control/ERP Specialist
Manhattan Life Insurance Group-Houston, TX
October 2021 to September 2022
• Organize all insurance policy documentation/data, report and enter data into manufacturing, ERP systems
• Using Microsoft Excel to create spreadsheets of customer records
• Manage and review details, input into AS400 database for record keeping, updating information, correcting errors, or requesting documents.
• Possess a high degree of integrity and demonstrated ability to keep sensitive information confidential such as health records, addresses, DOB, social security, etc.
• Prepare annual Audit reports, invoices, receipts for review
• Distributing mail/documents to managers & specified departments
• Organize department supplies, such as paper for mail, stamps, & miscellaneous. Count how many are used daily, report findings to inventory management department
• Organize Calendar, Assist with scheduling appointments, meetings, and updating calendar details daily
• Receiving inquiry emails from customers updates in account information, payment, policy request, etc via Microsoft Outlook
• Achieving goals by setting up & mailing out 200 insurance polices daily Data Entry Administrator
Gulf Coast Community Services Association-Houston, TX May 2021 to July 2021
• Efficiently manage a large amount of documents with information regarding medical details for Pre-K/ Head Start students and their guardians for Head Start educational program
• Monitor sensitive and/or confidential information such as addresses, health insurance, immunizations
& medicaid, etc
• Inputting confidential client details into the association’s database, organizing files
• Using MS Office & Microsoft Excel
• Create spreadsheets in Excel to keep track of client information.
• Entering data into database software and checking to ensure the accuracy of the data
• Resolving discrepancies in information and obtaining further information for incomplete documents • Responding to information requests from authorized members
• Testing new database systems and software updates Case Manager
Miami Dade County - CAHSD(Community Action & Human Services Division)-Miami, FL April 2020 to May 2021
• Conduct intakes for families applying for emergency housing assistance. Provide exceptional service via phone, text, and email.
• Application Processing. Review and screen applications to ensure eligibility by verifying details such as employment, health insurance, income, and criminal history. Handle appeals as necessary.
• Contract Negotiation Attend meetings with realtors and landlords to finalize housing contracts in alignment with program guidelines.
• Disburse payments to clients based on housing voucher contracts and manage financial transactions accurately.
• Client Management. Administer HUD/HOA Client Needs Assessments for 183 clients, track appointments, and manage client data through Excel spreadsheets and County databases.
• Data Management. Utilize Excel for VLOOKUPs and table management, and collaborate with team members using SharePoint and other tools
Administrative Assistant
Miami Dade College Wolfson Campus-Miami, FL
September 2017 to December 2019
• Provide information about English and Communications department & Computer lab: inform guest about establishment in person, phone, & email, : Information regarding location of departments or offices, employees within the organization, or services provided.
• I’m addition provide information and assist with P-Tech department, handling inquiries and concerns about the project.
• Used calendar management in teams for scheduling appointments for academic advisers with students, faculty and staff.
• Organizing appointments through calendar management and entering student information/updating list of appointments in Microsoft Excel spreadsheets
• Assist students with resetting email account passwords, troubleshooting school internet access or software programs, and offer tutoring on reading/writing subjects.
• Distributing mail to specified administrators or departments. Customer service/marketing
Conagra Brands-Miami, FL
July 2018 to January 2019
• Respond to inquiries from email or social media accounts, Log each specific case, using Astute EPower(consumer engagement system).
• Identify target audiences, expand email lists, and execute targeted email marketing campaigns. Proofread content, minimizing unsubscribes, and evaluating the performance of each campaign to ensure continuous improvement.
• Collaborating with the team to develop effective marketing strategies that increased new customer acquisition by 30% in under a year.
• Assisting in content creation and the distribution of press releases and media alerts across Facebook, Twitter, and Instagram to amplify brand presence and engagement. Administrative Assistant
E. Lawson Courthouse-Miami, FL
September 2016 to June 2018
• Front Desk: technical Support duties such as answering telephones, troubleshot systems, and logged support tickets. Used Help Desk programs, including Active Directory, to manage user accounts and reset passwords for employees.
• Inventory Management. Conducted inventory counts, entered details into Excel spreadsheets, ordered new shipments, and processed mail and package labeling.
• Managed and organized documents and data using Microsoft Excel, Word, and PowerPoint for report creation and presentations.
• Fulfill administrative tasks such as Utilizing Disposal and Property Action forms to update inventory records. Employed Service Desk software to process Total Purchase Requests (TPRs) for IT equipment such as scanners, printers, and laptops.
Customer Service/Sales
Iconic Group Call Center-Tallahassee, FL
April 2014 to August 2016
• Specialized in Sales and Coordination for Event Photography Services
• Event Photography Coordination: Managed sales and coordination for a variety of events including local school graduations, marathons, races, holiday pictures, and other significant occasions.
• Customer service: Provided comprehensive information about services, processed orders via phone, company website, and email (Microsoft Outlook), and addressed customer inquiries, including order placement, cancellations, and complaints.
• Sales and Promotions. Maintained up-to-date knowledge of current sales promotions, payment policies, and security practices. Actively solicited sales for new or additional services.
• Assisted with Tier 2 Customer Support: Addressed and resolved complex customer service issues, focusing on improvements in products, packaging, shipping, service, and billing procedures to enhance customer satisfaction and prevent future problems
Sales Associate -Part time
Macy's-Miami, FL
October 2013 to March 2015
• Greets and receives customers in a welcoming manner.
• Serves customers by helping them select products.
• Collect product knowledge of Women’s, clothing & beauty sales departments
• In addition, assist with furniture showroom, keep customers updated with new inventory & holiday deals
• Persuade excitement of new products, display product details to customers
• Performs sales and customer service responsibilities.
• Performs cashiering, stockroom upkeep and store upkeep as needed.
• Maintains company standards regarding personal sales metrics.
• Drives sales through engagement of customers, suggestive selling, and sharing product knowledge.
• Responds to all customers' questions.
• Directs customers by escorting them to racks and counters.
• Input incoming product details into Macy’s database to track inventory Special Education Paraprofessional
Leon County Public Schools-Tallahassee, FL
July 2012 to April 2014
• Assisting administrators and teachers with organizing classroom structure, classwork activities such as planning instructions for activities, and creating enjoyable educational games, pertaining to subjects such as reading and writing with comprehension.
• Tutor and assist children individually or in small groups to help them master assignments and to reinforce learning concepts presented by teachers.
• Discuss assigned duties with classroom teachers to coordinate instructional efforts.
• Present subject matter to students under the direction and guidance of teachers, using lectures, or discussions,
• Organize and supervise games and other recreational activities to promote physical, mental, and social development.
Education
College in Sociology, Minor: Business Administration Florida A&M University - Tallahassee, FL
June 2011 to August 2016
High school diploma
Coral Reef Senior High School - Miami, FL
August 2007 to June 2011
Skills
• Sales Support (4 years)
• Proficient in data entry with Microsoft programs: Word, Office, Outlook, and Excel. (5 years)
• Customer Service
• Bookkeeping (3 years)
• Phone Etiquette (4 years)
• Administrative Assistant (4 years)
• Outlook
• Retail Sales (5 years)
• Microsoft Office (7 years)
• Outbound Sales
• Schedule Management
• Negotiation
• SharePoint
• Documentation review
• Program development
• Social work
• Customer support (5 years)
• Healthcare
• Intake
• Social media management
• Finance & Accounting (2 years)
• Customer relationship management (3 years)
• Database management (2 years)
• Salesforce (3 years)
• Community & Human Services (4 years)
• Advertising (3 years)
• Project Management
• Marketing (3 years)
• Communication skills
• Data analytics
• Data management
• Presentation skills
• Microsoft SQL Server
• Microsoft Access
• Order fulfillment
• Special education
• Conflict management
• Microsoft Powerpoint
• Benefits administration
• Microsoft Excel
• Customer relationship management
• Medical administrative support
• Personal assistant experience
• Databases
• Typing
• Data entry
• Organizational skills
• Microsoft Office
• Time management
• iOS
• CRM software
• Clerical experience
• Order entry
• Front desk
• Medical records
• Document management
• Editing
• Microsoft Outlook
• Document review
• English
• Administrative experience
• Research
• Phone etiquette
• Communication skills
• Microsoft Office
• Customer service
• Communication skills
• Sales
Certifications and Licenses
CPR Certification
Driver's License
Additional Information
Florida Agricultural and Mechanical University (PAAC)
• Program Action Activities Council started in the summer of 2011 (Oct 2013-2015): member specializing in University related and community related issues such as distributing information about healthcare, volunteering in the local community, creating ideas to better serve the University and the surrounding neighborhood.
Children's Home Society intern (CHS) (June 2015-February 2016)
• Assisting CHS staff with filing paperwork for children in terms of residential and medical needs. Helping to implement learning activities for the children to do at the facility. Creating spreadsheets to organize daily planning schedules, activity release forms, and availability sheets for CHS clients.
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