Customer Service & Claims/Accounting Specialist

Shalisa L. Davis

Phone: 816-***-**** Email: ***************@*****.*** Location: Plano, TX

Professional Summary

Dedicated and highly motivated Customer Service, Claims, and accounting professional with 12+ years of experience supporting high-volume operations, resolving complex issues, and improving workflow efficiency. Recognized for exceptional communication skills, strong attention to detail, and the ability to manage multiple priorities in fast-paced environments. Brings extensive knowledge of claims processing, medical insurance, accounts payable, deposit processing, and administrative operations, with proven success in mentoring teams and supporting supervisory functions. Core Competencies

• Customer Service & Client Support

• Claims Processing & Adjustments

• Accounts Payable & Reconciliation

• Deposit Processing & Cash Handling

• Medical Insurance & Terminology

• Escalation Management

• Workflow & Performance Management

• Training, Coaching & Mentoring

• Call Center Operations

• Documentation & Reporting

• Vendor Relations & Supplier Maintenance

• ERP Systems (Workday, Concur, Cadency, OnBase)

• Microsoft Excel & Office Suite

Professional Qualifications

• High school diploma or equivalent; additional education in accounting, finance, or business administration preferred.

• 0–2 years of general accounting or bookkeeping experience; strong academic background in accounting considered.

• Relevant accounting coursework or certifications demonstrating proficiency in foundational accounting principles.

• Basic understanding of account reconciliations, general ledger functions, and double entry bookkeeping.

• Familiarity with ERP systems preferred; experience with cash handling, deposit processing, or Workday is a plus.

• Strong attention to detail, accurate data entry, and excellent organizational and time management skills.

• Effective communication skills with the ability to work independently and collaborate cross departmentally.

• Professional demeanor, strong work ethic, problem-solving abilities, and eagerness to learn and grow.

• Proficient in Microsoft Excel (sorting, filtering, basic formulas) with strong keyboarding skills and willingness to learn Workday ERP and other accounting software.

Professional Experience

Globe Life Insurance – McKinney, TX

Claims Representative / Escalation Specialist Nov 2017 – Present

• Provide detailed claim status updates, process inbound calls, and conduct research to resolve claim issues.

• Prepare and send EOBs, denial letters, overpayment notices, benefit letters, and other required documentation.

• Verify coverage, calculate payment amounts, and process claims accurately according to policy guidelines.

• Assist new customers with enrollment, explain benefits, and manage inbound/outbound email communications.

• Process appeals for denied claims and ensures proper documentation is submitted.

• Maintain strong typing and administrative skills (40–50 WPM). Backup Supervisor (Promoted Feb 9, 2023)

• Support team operations through chat assistance, workflow management, and performance evaluation.

• Complete fax approvals, audits, and supervisor-level correspondence.

• Mentor and train new hires and team members to improve quality and productivity.

• Provide coaching and feedback, resolve employee concerns, and identify opportunities for recognition.

• Manage inbound/outbound emails and ensure timely completion of supervisory tasks.

Globe Life Insurance- General Accounting Department – Accounts Payable / Unclaimed Property

Apr 15, 2024 – Present

• Manage daily accounts for payable functions including invoice processing, payment execution, and vendor payment coordination.

• Process due invoices within required timeframes and reconcile accounts using multiple software systems.

• Import data, process Concur reimbursement checks, index documents, and mail expense checks with confirmation emails.

• Research outstanding items using various platforms and prepare unresolved checks for Unclaimed Property processing.

• Perform reconciliations using Trintech Cadency, identifying unmatched items, paid-not-issued transactions, discrepancies, and encoding errors.

• Execute stop payments, reissues, and maintain check registers for issued and paid checks.

• Investigate discrepancies and update spreadsheets to ensure accurate financial reporting.

Additional Responsibilities:

• Prepare, balance, and process deposits for multiple companies using remote deposit online service platforms.

• Oversee refund deposits and ensure accurate and timely processing.

• Enter deposits and adjustments into the ERP system with precision and timeliness.

• Key miscellaneous payments directly into Workday, ensuring proper coding, documentation, and data accuracy.

• Index departmental ledger entries into the OnBase document management system.

• Assist with maintaining supplier information in the vendor management system, ensuring data integrity across all systems.

• Support the General Ledger Manager with daily tasks, special projects, and cross functional collaboration.

UnitedHealthcare – Richardson, TX

Claims Adjuster Jul 2016 – Nov 2017

• Processed and paid claims according to benefit contracts and policy guidelines.

• Conducted detailed research on each claim and submitted EOBs, denial letters, and overpayment notices.

• Processed 8–10 claims per hour while maintaining high accuracy and quality standards.

• Identified potential fraudulent claims and escalated appropriately.

• Consistently meets production and quality benchmarks. Rent-A-Center – Addison, TX

Customer Service Representative / Human Resources Support Mar 2014 – Jun 2016

• Handled payroll inquiries, including stop payment requests for missing or lost paychecks.

• Managed escalated calls and coordinated resolutions with District and Regional Managers.

• Supported employee benefits, training, onboarding, and compensation processes.

• Assisted with vendor relations, inventory dispatching, invoice payments, and account updates.

• Responded to high-volume customer calls (80–90 daily), resolving issues related to lost products, account discrepancies, and service concerns.

• Provided empathetic, policy aligned support to emotional or frustrated customers. JP Morgan Chase – Springfield, MO

Customer Service Representative – Credit Card Department Jan 2008 – Dec 2013

• Managed high-volume inbound calls (200+ daily) related to credit card accounts, balance transfers, and credit line increases.

• Delivered troubleshooting, technical support, and problem resolution with a 99% customer satisfaction rate.

• Processed account updates, handled complaints, and ensured accurate documentation.

• Utilized MS Office Suite and internal systems to support account servicing. Additional Experience

Valet Parking Attendant Cashier

Education

GED – Ozark Technical College, Springfield, MO (2008)

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