Customer Service Technical Support

ShaQuanna N Morrison

Customer Service Specialist

Dedicated Customer Service Professional with exceptional attention to detail is looking to utilize interactive skills to deliver premium customer service to clients. Seeking a team where my healthcare, and business to business experience can take us all to new extents. EMPLOYMENT BACKGROUND

**********@*****.***

276-***-**** —Mobile/Text

460 Cordover Drive

Martinsville, VA 24112

SKILLS

Microsoft Office Pro

SaaS (Software as a Service)

Data Entry– Speed & Accuracy Sales & Upselling Skills

Office Management

Technical Support

B2B experience

White Glove Customer Service Medical Terminology

Scheduling & Insurance Verifications Patient Privacy Protection

Confidentiality

CERTIFICATIONS

• Certified Clinical Medical Assistant, CCMA

• Medical Coding Certification

• Northstar Digital Literacy Certificate of Completion Insurance Customer Service, Aug 2024 - Feb 2025

Virginia’s Insurance Marketplace, Remote Virginia

• Assisted company to improve memberships and agent onboarding.

• Resolved agent inquiries using new system, overall enhancing member satisfaction while reducing resolution time.

• Completed applications efficiently, then aiding in plan selections.

• Addressed challenges in member accounts and guided application finalization.

• Once promoted, I assisted newly licensed agents with independent business set up using a complex Saas system.

• Also connected the agents with potential consumers based on locality and return rate.

Survey Interviewer, Jan. 2019—May 2019

ICF International, Inc., Martinsville, VA

• Conducted health surveys for CDC, analyzing environmental impacts on health.

• Utilized and translated medical terminology to ensure accuracy on survey responses.

• Collaborated with the team to improve survey completion rates, and quality of data collected.

Child Support Specialist, Apr. 2016—Nov. 2018

YoungWilliams, Inc. Martinsville, VA

• Managed a high volume of calls related to VA Child Support Cases. • Systematically set appointments for the clients with their local district offices and specific case workers.

• Escalated security breaches. Handled some mailroom duties. Crew Member, Dec. 2015—Jun. 2016

Wendy’s Restaurant of Martinsville, VA

• Greeted customers with a hospitalic manner then took orders (front

& drive-thru), prepared foods

• Processed payments for orders using cash, credit/debit transactions and balanced the cash drawer.

• Maintained cleanliness and sanitized dining areas. Technical Support Representative, Dec. 2013—Oct. 2015 The Results Company, Martinsville, VA

• Assisted clients with troubleshooting steps and dispatches for technicians when needed.

• Offered upgrades to services and/or package changes for bundling. Issued credits and processed payments.

• Assisted New Hires, with training & shadowing.

Kentucky Medicaid Specialist, Nov. 2011—Aug. 2013

The Results Company, Martinsville, VA

• Adhered to strict HIPPA guidelines: Kept direct contact with physicians and pharmacies. • Ordered medical products

(wheelchairs, knee braces, etc.) • Assisted consumers with locating Primary Care Physicians and medical transportation.

•Documented attorney conflicts. • Connected people with 3rd party community and financial resources when needed.

Administrative Assistant to the Dean of Admissions, Aug. 2009—Jun. 2011 Bluefield College, Bluefield, VA

• Data Entry (electronically and general ledger bookkeeping)

• In and Outbound recruiting calls, maintained inventory and ordering supplies.

• Greeting prospective new students, event planning, printing, faxing, mailing and shipping.

• Mastered MS Office, Outlook, Word, Excel—on the job. EDUCATION

MedCerts Technical Medical Institute, Michigan - Technical Medical Certification in Clinical Medical Assisting, Medical Administrative Assisting, Nov. 2019—Mar. 2021

Prometric - Life,Health and Annuities

BLS (Basic Life Support) Provider, Feb. 2019—Feb. 2021

• BLS Provider

First Aid, CPR, AED Certification, Feb. 2019—Feb. 2021

• First Aid, CPR, AED Certification

(NCRC) National Career Readiness Certification (Gold), Mar. 2015—Present • National Career Readiness Certification

Northstar Digital Literacy Certification of Completion, Feb. 2019—Present • Workforce Adult Training

Certified Clinical Medical Assistant (CCMA), Nov. 2019—Mar. 2021 • MedCerts

Life Health & Annuities, Oct. 2024—Oct. 2025

• Prometric

PROFICIENCIES

Microsoft Word, Data Entry, Attention to Details, Reliability, Office Management, Microsoft Excel spreadsheets, Technical Support, Sales, Protecting Patient Privacy & Confidentiality, Working Independently, Staying on-task, Administrative Assistance, Receptionist, Medical prowess, Scheduling, Insurance verifications, Customer Service-Top Notch Skill Level, Insurance Sales, PII Security Experience, Work Ethic’s Training.

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