Operations & Customer Support Specialist

Shannon Clay

**** ******** ***** ** ******, TX **346

Phone: 719-***-**** Email: **********@*****.***

Objective

My goal is to provide the highest level of support and customer service to my clients, management and to the company. As well as, provide value and leadership to my peers and colleagues. Experience

Customer Service Representative

Progressive Insurance, Colorado Springs, CO 2018 to 2019

Provide assistance for incoming personal automotive insurance customer

Detailed assistance with billing and claims information

Be compliant with each state insurance coverage requirements Quality Assurance Auditor

El Paso County DHS, Colorado Springs, CO 2011 to 2018

Reviewed and analyzed Food Assistance and Medicaid programs case processing for accuracy

Ensure processing meets County and Federal guidelines

Communicate directly with management, facilitate meetings, assist processing technicians and supervisors Fraud Analyst, Loan Funding Agent, Auditor, Collections Representative 5 Star Bank, Colorado Springs, CO 2003 to 2010

Security account monitoring for fraud prevention.

Reviewed, analyzed and approved loan documentation prior to loan funding to ensure compliance with company guidelines.

Provided sales support for the student loan program.

Called customers to collect payments on credit card accounts. Collection Counselor II

First Community Bank, Colorado Springs 1999 to 2003

Handled collection accounts for first and second non-conforming mortgages, sales, finance and unsecured loans.

Used skip tracing methods to locate clients with past due accounts, that the company had lost contact with. Reviewed credit bureau reports to track changes in addresses, employment, phone numbers and trends in payment histories.

Update bankruptcy and foreclosure information to prevent further collection activity.

Educated customer regarding payment options, such as Debt Consolidation and Counseling. Collections – Resolution Specialist

Bombardier Capitol 1998 to 1999

Consistently met and exceeded collection goals for the company.

Provided valuable insight in peer performance and training programs.

Called customers to collect funds for items such as Motorcycles, Mobile Homes, and Jet Skis.

Took 40-45 incoming calls, each day from clients returning company messages. Collections Account Manager

Advanta/Fleet Financial Services 1997 to 1998

Met and exceeded performance objectives. Received several promotions.

Maintained a high level of customer service.

Handled 50-60 inquiries, daily regarding collection accounts.

Assisted teammates with frequently asked questions and internal system issues and questions. Education

Enrolled previously at The University of Phoenix

1996-1997 Pikes Peak Community College

Major: Business Management

1991-1995 Rampart High School

Involved with numerous school activities, including teachers aid and basketball.

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