SHELLY G . S I LVA

***- ***- **** • S S I L adv1e7@r.postjobfree.com

WORK OF EXPERIENCE

**** - ******* ****** **** ***** Blue Shield (Remote) Respond to internal and external customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims. Analyze problems and provide information/solutions. Operates a PC/image station to obtain and extract information, document information, activities and changes in the database. Thoroughly documented inquiry outcomes for accurate tracking and analysis. Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner. Research and analyze data to address operational challenges and customer service issues. Provide external and internal customers with requested information. Under immediate supervision, receives and places follow-up telephone calls / e-mails to answer customer questions that are routine in nature. Uses computerized systems for tracking, information gathering and troubleshooting. Outbound calls are conducted in the ZipDrug business area. 2015 - 2021 Barclays Henderson, NV Relationship Manager Answered inbound calls processing payments, balance transfers, issuing credits, waiving fees. Created complaint cases, dispute cases, sent correspondence. Was also responsible for handling tech support during overnight shift. Responsible for activating digital wallet for customer’s wanting to setup Apple pay, Samsung and Google pay. Also processed credit line increases as well as reward points redemptions through company’s website. 2012 - 2015 UPS Henderson, NV Customer Service Tracking Agent Answered inbound calls in the tracking dept. giving information to customers concerning their package deliveries. Responsible for explaining process and procedures to customers. Inputting cases into the tracking system software and routing them to the proper service locations. Processed credit card payments for alternate delivery and package intercepts, filed customer complaints using company software. Mentored new employees on how to use the phone system and navigate company software. Handled escalated Supervisor calls on the assist line. 2010 - 2011 Accelerated Payment Technologies Henderson, NV Sales Support Specialist Imported data from company software into Excel spreadsheets, created spreadsheets in excel to track the daily progress of sales reps, created spreadsheets for special projects for the Sales Manager and Assistant Sales Manager. Created meeting agendas, entered contract information into company’s software program, corresponded with customers over the phone and email, processed request for return of merchandise, processed ACH recurring billing, answered retention calls, and was backup for Receptionist.

Education:

Control Data Institute of Technology

Pomona High School

References furnished upon request.