Customer Service Case Manager

Shonna Y. Sensabaugh

**** ****** ** • Murfreesboro, TN 37129 Cell: 615-***-**** Email: ********@*******.***

Professional Summary

Customer service professional with 20+ years of experience delivering high-quality support, resolving escalations, and building positive relationships with customers. Skilled in active listening, issue resolution, and collaborating across departments to meet client needs. Dedicated to improving customer satisfaction and maintaining professionalism in fast-paced environments.

Professional Experience

Corbridge Financial (formerly AIG / American General Life & Accident) – Customer Advocacy Manager August 2014 – May 2025

Managed escalated customer cases and provided timely resolutions to complex issues.

Served as primary liaison between customers, producers, and internal business units.

Analyzed root causes and implemented process improvements to enhance efficiency.

Documented cases in company systems to ensure accurate tracking and follow-up.

Collaborated with cross-functional teams to ensure seamless service delivery.

American General Life & Accident – New Business Lead Case Manager January 2012 – August 2014

Led case management process, ensuring underwriting and policy requirements were met.

Acted as escalation point for internal teams and field representatives.

Resolved policy issues while maintaining service quality and timeliness.

Motivated and supported team members to meet performance targets.

American General Life & Accident – Special Rep Case Coordinator August 2010 – January 2012

Acted as primary contact for special representatives regarding new business issues.

Processed routine and complex new business transactions in NB Issue System and V-Flex.

Partnered with underwriters to resolve case-specific challenges.

American General Life & Accident – Producer Care New Business Customer Service Rep January 2003 – August 2010

Handled inbound calls, providing accurate information and superior service.

Supported underwriters with research and policy processing needs.

Documented inquiries and maintained detailed records for follow-up.

American General Life & Accident – Customer Service Representative August 1998 – January 2003

Delivered responsive, accurate support for policyholders.

Processed cash surrenders, withdrawals, and beneficiary changes.

Maintained professionalism and efficiency in all customer interactions.

Education & Training

Some College Coursework Completed

Certified Nursing Assistant – National Health Care (NHC)

High School Diploma

Key Skills

Customer Service & Call Handling

Conflict Resolution & Problem Solving

Cross-Functional Team Collaboration

CRM Systems & Case Documentation

Policy & Case Management

Microsoft Office Suite (Excel, Word)

Strong Written & Verbal Communication

References

Available upon request

Contact this candidate