Client Support Service

Shannon Henry

**** ******* *** *, ********, PA **562 717-***-**** or 717-***-**** *******.*****@*****.*** www.linkedin.com/in/henry-shannon

Summary

Client-centered and solution-driven professional with 8+ years of experience in service operations, client support, and benefits administration. Adept at handling high-volume client interactions, resolving complex service issues, and coordinating with internal teams to ensure service excellence.

Key Skills

Client Relationship & Retention

Policy Support & Claims Resolution

Escalation management & Service Recovery

Renewal Summaries & Client Presentations

CRM Tools: Salesforce, Jira, Hubspot, Confluence

Communication: Phone, Zoom, Email, Microsoft Teams

Compliance, Documentation, and EDI interpretation

Experience

Operations & Client Support Specialist Managed Markets Insights & Technology (MMIT) July 2023 – Present

Provided day-to-day client support through email, phone and portal communications

Managed escalated issues in collaboration with Client Service Managers and Product Owners

Maintained detailed case documentation using Salesforce and Jira

Partnered with development teams to improve client experience based on feedback

Helped improve client satisfaction by identifying patterns and recommending workflow updates

Collaborated with cross-functional teams to optimize agency management practices, resulting in improved service quality and customer satisfaction

Member Services Specialist Trustmark Health Benefits April 2019– July 2023

Handled inbound phone calls, portal messages, claim denials, coordination of benefits, and policy inquiries

Analyzed EDI data to assist in explaining claim adjudication outcomes to members

Provided support to both individuals and group plan clients, ensuring timely and accurate responses

Maintained up-to-date records and supported client-facing annual reviews

Client Care Representative Trustmark Health Benefits via Tristarr August 2018 – April 2019

Supported client onboarding, enrollment changes, and billing inquiries

Explained plan benefits and policy documents clearly to diverse clients

Managed call center operations, directing calls to optimize client experience and improve operational efficiency

Ensured accuracy in client data management, maintaining high-quality records and reports for seamless operations

Delivered exceptional client service and customer care by resolving complex issues and improving overall customer satisfaction in service operations

Education

Pequea Valley High School – Sep 1997- June 2001 – Diploma

Other Relevant Skills

Adherent to policies and procedures

Excellent verbal and written communication skills

Ability to maintain confidentiality

Client facing experience

Previously held P&C license, expired in 2014

Customer Care

Directing Calls

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