Shana Broussard

Experienced Customer Service Professional

Kaplan, LA 70548

advyqe@r.postjobfree.com

+1-337-***-****

Articulate Communicator, Experienced in many fields of Customer Service 15+years,in search of a position as a Customer Service Representative -REMOTE. That will allow me to continue my growth in a booming field that will allow for the application of my Articulate Communication skills when providing customers with a high level of support that their expectations are ALWAYS EXCEEDED. Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Virtual Customer Service Representative

Conduent - Louisiana

October 2021 to Present

Primarily respond to chat customers and patients there is a High volume inbound calling and The first point of contact for the patient with responsibilities include collecting patient details, preparing admission and discharge documentation, explaining policies and procedures, and handling patient queries, concerns, and complaints.

• Interacted with customers through live chat

• Assisted customers with questions

• Assisted customers with a warm and professional attitude

• Kept records of customer complaints

• Handled emails, inbound calls, and outbound calls

• Assisted with technical support duties

• Monitored claims and physician-related services

Virtual Chat Agent//Team Lead

The Connection - Remote

October 2021 to July 2022

The first point of contact for multiple existing and potential clients. Job duties including but not limited to;

.providing answers to questions and managing complaints holding a proactive conversation

utilizing chat features effectively to achieve the desired goal Being an effective and accurate communicator by asking the right questions to help the customer reach a final decision. Always have a good command of the language to communicate efficiently and be resistant to complaints, while providing actionable solutions, to exceed customer expectations at all times Chat Customer Service Representative

The Connection/ Fast growing trees - Remote

October 2021 to July 2022

The First point of Contact is through the website. Handles customer service inquiries and problems via telephone, internet, web-chat, or written correspondence in emails. Engages consults and educates members based on the member's unique needs, preferences, and understanding of the products. By utilizing empathetic communication at all times;

• Answers questions and resolves issues as a “single-point-of-contact” based on phone calls, plan sponsors, members, and providers. Provides customized interaction based on customer preference and individualized needs, creating an emotional connection with our members by understanding and engaging the member to the fullest.

• Fully understands the member’s/customers needs by building a trusting and caring relationship with the member.

• Anticipates customer needs. Provides the customer with related information to answer the unasked questions, e.g. additional plan details, benefit plan details, member self-service tools, etc.

• Educates and assists customers on various elements of benefit plan information and available services created to enhance the overall customer service experience with the company (i.e., assistance with member self-service tools, Consultation Opportunities – Simple Steps, Cost of Care Tools, Natural Alternatives Program, etc.).

• Utilizes all relevant information to effectively influence member engagement.

• Takes immediate action when confronted with a problem or made aware of a situation.

• Takes ownership of each customer contact to resolve their issues and connect them with additional services as appropriate.

• Identifies member needs beyond the initial inquiry by answering the unasked questions.

• Resolves issues without or with limited management intervention.

• Provides education to members to support them in managing their health.

• Responds quickly to meet customer needs and resolve problems while avoiding over-committing.

• Other activities may include: providing claim status information, benefit coverage interpretations, and explaining plan eligibility.

• Processes claim referrals, new claim hand-offs, and escalates issues as appropriate through the system for grievances and appeals.

• Initiates out-reach/welcome calls to ensure constituents' expectations are met or exceeded. Identifies trends and any emerging customer service issues and works to develop solutions to address potential problems and/or plan features of interest as an approach to improve understanding of benefit plans and increase post-enrollment member satisfaction.

• Partners with other departments to deliver client-specific presentations.

• Coordinates efforts both internally and across departments to successfully resolve service issues and develop process improvements intended to enhance the overall delivery of service.

• Works collaboratively with colleagues to deliver the best customer experience,.

• Seeks to understand the customer, including circumstances, problems, expectations and needs.

• Asks probing questions to identify the underlying customer needs.

• Appropriately transitions conversations to explore possibilities for extending customer interactions

• Acts with the best interest of the customer in mind and central to all interactions.

• Collaborates with colleagues and co-workers to deliver a world-class customer experience.

• Serves as SME providing technical assistance when needed on call-related issues, products, and/or system applications delivery matters.

• May participate in preparation and presentation of client client-specific presentations.

• May track and trend data. Coaches, trains, and assists in the development of call center staff, as required.

• Participates in and/or leads special projects/initiatives addressing service issues, as necessary.

• Provides technical or subject matter expertise concerning policies, procedures, and function-related applications/systems tools as needed.

• Delivers internal quality reviews.

WAH AGENT

First source Solutions - Remote

September 2020 to September 2021

Wisconsin Unemployment

• Assisted customers with a warm and professional attitude

• Interacted with customers through live chat

• Assisted customers with questions

• Handled emails, inbound calls, and outbound calls

• Kept records of customer complaints

• Assisted with technical support duties

• Wrote call center scripts

Virtual Customer Service Representative

Firstsource Solutions - Remote

September 2020 to September 2021

Molina Health Care Campaign

High volume inbound calling and The first point of contact for the patient with responsibilities include collecting patient details, preparing admission and discharge documentation, explaining policies and procedures, and handling patient queries, concerns, and complaints.

• Assisted customers with a warm and professional attitude

• Assisted customers with questions

• Interacted with customers through live chat

• Kept records of customer complaints

• Handled emails, inbound calls, and outbound calls

• Monitored claims and physician-related services

• Assisted with technical support duties

• Wrote call center scripts

PFS Representative

Lafayette General Health - Kaplan, LA

July 2018 to September 2020

The first point of contact for the patient with responsibilities include collecting patient details, preparing admission and discharge documentation, explaining policies and procedures, and handling patient queries, concerns, and complaints.

Branch Manager

Gulf Coast Bank

June 2017 to March 2018

• Identify, evaluate and manage strategic risks and opportunities.

• Ensure compliance with company and industry policies and procedures.

• Increase the overall productivity of the branch by implementing relevant employee training, budgeting effectively, eliminating inefficiencies and capturing growth opportunities.

• Maintain fruitful relationships with current customers and establish good relationships with new ones.

• Develop and oversee sales and marketing strategies.

• Manage daily operations, especially customer service and finance activities, and make improvements as needed.

Universal Banker/Teller

MidSouth Bank - Lafayette, LA

March 2012 to June 2017

• Operated network computers/software, and other equipment necessary to handle financial

• Transactions

• Promoted and provided information to customers on new and enhanced products, services, promotions, contests, etc.

• Promoted and cross-sold exciting products and services to current and potential customers to include joint calls with other departments (i.e. investment center, loan referrals, etc.).

• Followed-up on centralized pending file items.

• Processed cash withdrawals from savings and checking accounts, verify signatures and account balances, examine all checks, bonds, money orders, and savings withdrawals to determine negotiability, record and issue transaction receipt.

• Answered and assist incoming callers with questions and requests; route callers appropriately. Payroll and Data Entry

MidSouth Bank

August 2012 to March 2013

• Recorded and posted daily sales to appropriate members of upper management in a timely, and orderly fashion.

• Posted daily fuel inventory for management purposes to appropriate departments.

• Updated receivables by totaling unpaid invoices

• Provided administrative support to various members of upper management

• Verifies validity of account discrepancies by obtaining and investigating information from sales, trade promotions, customer service departments, and from customers;

• Resolves valid or authorized deductions by entering adjusting entries.

• Resolves invalid or unauthorized deductions by following pending deductions procedures.

• Accomplishes accounting and organization mission by completing related results as needed. Assistant Branch Manager and Teller

JP Morgan Chase Bank- Abbeville

March 2007 to March 2012

• Supervised and coached developing tellers regarding policies, procedures, products, systems and banking transactions.

• Vault Teller and Back-up ATM Custodian

• Processed all transactions, including but not limited to deposits, withdrawals, payments and inquiries, currency orders for entire branch

• Balanced cashbox and vault daily

• Replenished ATM and Weekly Deposit ATM Pulls

• Adhered to policy and procedures of retail banking

• Informed customers of available banking services and products Education

High school or equivalent

Skills

• CASH HANDLING

• MICROSOFT OFFICE

• Sales

• Scheduling

• Receptionist

• Organizational Skills

• Billing

• Data Entry

• training

• Microsoft Excel

• Banking

• Product Demos

• Medical Office Experience

• Medical Receptionist

• Computer Literacy

• Computer Networking

• Accounting

• EMR Systems

• Medical Records

• Medical Terminology

• Epic

• Medical Scheduling

• ICD-10

• Phone Etiquette

• Medical Billing

• Insurance Verification

• Clerical Experience

• HIPAA

• CPT Coding

• Medical Coding

• Office Management

• Multi-line Phone Systems (10+ years)

• Front Desk

• Customer Service

• ICD-9

• ICD Coding

• Anatomy Knowledge

• Triage

• Transcription

• Laboratory Experience

• Quality Assurance

• Physiology Knowledge

• Experience Administering Injections

• QuickBooks

• Microsoft Powerpoint

• Cerner

• Patient Care

• 17 (10+ years)

• Yes (10+ years)

• Management

• Technical support

• Internet of things

• English

• Retail management

• Financial management

• Bank Secrecy Act

• Windows

• Encryption

• Adobe Flash

• Software troubleshooting

• Java

• Firewall

• Recruiting

• Microsoft Word

• Typing

• Auditing

• Microsoft Windows Server

• Network Support

• LAN

• Help Desk

• Active Directory

• Leadership

• Payroll

• Mac OS

• Smartsheet

• ERP systems

• Order management system

• SAP

• Purchasing

• VMWare

• Linux

• Operating Systems

• VPN

• System Administration

Assessments

Customer Focus & Orientation — Highly Proficient

March 2020

Responding to customer situations with sensitivity Full results: Highly Proficient

Nursing Aide Skills — Familiar

March 2020

Providing nursing aid to patients using knowledge of relevant equipment and procedures. Full results: Familiar

Veterinary Receptionist Skills — Proficient

March 2020

Managing practitioner schedules and maintaining accurate patient records Full results: Proficient

Scheduling — Familiar

March 2020

Cross-referencing agendas and itineraries to avoid scheduling conflicts. Full results: Familiar

Work Style: Reliability — Highly Proficient

March 2020

Tendency to be dependable and come to work

Full results: Highly Proficient

Medical Receptionist Skills — Highly Proficient

January 2020

Managing physician schedules and maintaining accurate patient records Full results: Highly Proficient

Electronic Medical Records: Best Practices — Completed January 2020

Knowledge of EHR data, associated privacy regulations, and best practices for EHR use Full results: Completed

Customer Focus & Orientation — Highly Proficient

March 2020

Responding to customer situations with sensitivity Full results: Highly Proficient

Customer Service — Familiar

June 2020

Identifying and resolving common customer issues

Full results: Familiar

Attention to Detail — Completed

March 2020

Identifying differences in materials, following instructions, and detecting details among distracting information.

Full results: Completed

Call Center Customer Service — Completed

March 2020

Applying customer service skills in a call center setting. Full results: Completed

Medical Receptionist Skills — Highly Proficient

January 2020

Managing physician schedules and maintaining accurate patient records Full results: Highly Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Additional Information

• CORE COMPETENCIES

• Skilled in Microsoft Office applications

• Extensive cash handling experience

• Strategic Management

• Computer Competency

• Conceptual Thinking

• Interpersonal Awareness

• Interpersonal Relations

• Management

• Time skills

• Efficient & accuracy

Contact this candidate