Shalonda Forshee

786-***-****

Name of Employer: Road America

Deparment: Corporate Quality Control

Dates of Service: 01/2020- 12/2020

Job Title: Quality Supervisor

Duties/Responsibilities : I was responsible for monitoring the call of agents and grading them on the quality of service . I was responsible for coaching and training agents on improving the quality of their calls. I also rewarded members for high quality scores.

Name of Employer: Logisticare

Department : Cudtomer Service

Dates of Service : 04/2019-01/2020

Job Title: CSR

Duties/Responsibilities: I was responsible for taking inbound calls. I assisted members with scheduling reservations for transportation to and from non emergency medical appointments . I was reresponsible for providing quality customer service and accurate data entry.

Name of Employer: VSI Solutions

Department: Scheduling, Closings

Dates of Service: 09/2016-/2019

Job Title: CSR and Scheduler,Supervisor

Duties/Responsibilities: I am responsible for customer service via inbound and outbound calling. I am responsible for contacting. Lawyers, Notaries, and Loan Borrower’s to schedule loan closing dates, locations, and times. I am responsible for a daily quota of 35 closing per day. After a year of service I was promoted to Supervisor . With this poposition, I was responsible for supervising 25 employees . I was responsible for managing their productivity,quotas,monitoring their calls for quality,attendance,rewards,and bonuses .

Name of Employer: Assurant Solution

Department: Business Management-Claims adjustments

Dates of Service: 02/2016-08/30/2016

Job Title: Claim Adjuster

Duties/Responsibilities: Responsible for completing claims adjustments. I was responsible for completing 135 claims per day. I was also responsible for providing customer service via inbound and outbound calls and responsible for data entry, emails, and faxing.

Name of Employer: Assurant Solutions ( Contract Position)

Department: Renter’s Insurance

Dates of Service: 05/07/2015-12/15/2015

Job Title: Customer Service Rep

Job Duties/ Responsibilities: I was responsible for taking inbound customer service calls for Assurant’s Renter’s insurance department. I assisted customers with new coverage, information and updates on current coverages, cancellations of coverages, and billing questions. I took between 80-120 calls per day..

Name of Employer: Community Health of South Florida

Department: Pharmacy

Dates of Service: 08/26/2013 - 04/30/2015

Job title: PFSS (Patient Financial Service Specialist)

Job Duties/Responsibilities: I was responsible for all customer service including, face to face contact, inbound and outbound calling. I was responsible for providing quality service to Patients. I was responsible for ordering, inventory, requisitions, cash handling, data entry and ensuring patients receive correct medications in a timely fashion. I serviced patients from all departments including, Urgent Care Unit, Family Medicine, Dental, Crisis Unit, Cares, Behavioral Health, Specialty (OBGYN) and Radiology. I was also responsible for verifying insurance coverage and assuring patients are being charged the accurate cost for their meds and medical equipment.

Name of Employer: Marriott

Department: Global Reservations

Dates of Service: 02/2011 - 08/2013

Job Title: Customer Service/Sales Representative

Job Duties/Responsibilities: I was responsible for taking inbound customer service and sales calls for Marriott Global Reservations. I assisted guests with new and existing reservations. I also assisted guests with account credits and new promotions and incentives. I was responsible for meeting a weekly quota. After eight months of service I was promoted to the Quality Assurance Management Team. With this position I was responsible for monitoring the calls of Customer Service and Sales Representatives. I was responsible for evaluating and scoring agents calls. I then provided them with coaching on how to improve the quality of their customer service and sales skills. When agents earned and outstanding score, I provided agents with rewards and incentives to encourage and motivate agents to continue excellent service skills.

Name of Employer: Community Health of South Florida

Department: Pharmacy

Dates of Service: 01/05/2009 - 02/2011

Job Title: Pharmacy Technician / PFSS

Job Duties and Responsibilities: I was hired as a casual per diem employee. I held two different positions. I was responsible for customer service including face to face contact, inbound and outbound calling. I was responsible for calling doctors and insurance companies to verify prescription and verify patient health coverage. I was responsible for cash transactions; assuring patients received correct medications in a timely fashion, and provided any instructions needed on directions of how to take medication or any precautions that needed to be taken while on prescribed medications. I was also responsible for mixing medication, ordering, filling prescriptions, requisitions, and deliveries.

References;

(VSI Solutions) :

1.Names of Supervisor: Marco Calvo or Wallisha Hush

Phone Number: 786-***-****

(Marriott) :

2.Name of Supervisor: Laquavest Taylor

Phone Number: 786-***-****

Community Health of South Florida

3.Name of Supervisor: Harry Milder

Phone Number: 305-***-****

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