Customer Service: Equipment Provided, Part-Time Shifts

Shyisha Sims

*********************@*****.*** 480-***-**** PHOENIX, AZ

SUMMARY Seasoned Customer Service Professional with 8 years of experience, including roles at CVS Caremark and Aetna Healthcare. Excelled in remote customer support, benefits enrollment, and claims handling. Seeking a Professional Customer Service Representative role to leverage expertise in client interaction, problem resolution, and digital CRM

WORK EXPERIENCE Bank of America Tempe, Arizona

Account Manager Dec 2020 - Dec 2021

• Cultivated strong relationships with team members, business partners, and specialists to enhance collaboration and teamwork.

• Collaborated with specialists to meet customer needs by understanding and referring appropriate banking, mortgage, and investment solutions.

• Conducted both outbound and inbound client engagement activities while adhering to call monitoring policies.

• Participated in weekly planning sessions focused on proactive client engagement and sales strategies.

• Facilitated the sale of financial products, including credit cards, CDs, IRAs, and small business loans, and facilitated the opening of deposit accounts.

• Provided rate quotes and explained terms and programs to prospective loan customers.

• Responded to customer inquiries, addressing concerns and delivering customized solutions.

• Monitored and tracked daily and weekly sales activities to ensure goal alignment and achievement.

• Executed defined sales and service tactics in alignment with company policies and procedures.

• Assisted customers with using self-service technologies, enhancing their banking experience through platforms like ATMs and online banking. McKesson Remote

Case Manager Jan 2026 - Apr 2026

• Facilitated patient enrollment in financial assistance programs to reduce medication co-payments for chronic conditions.

• Collaborated with pharmacy personnel to streamline the application process for financial aid.

• Enhanced patient access to necessary medications through effective case management and support services.

Outlier Phoenix, Arizona

Freelancer May 2024 - May 2025

• Evaluated and assessed the quality of advertisements to enhance digital marketing strategies.

• Trained and implemented an AI Chatbot to improve user interaction and streamline communication processes.

Healthcare Support Staffing Firm/Centene Remote

Benefits Enrollment Coordinator Oct 2024 - Dec 2024

• Coordinated and processed benefits enrollment for a diverse group of clients, ensuring accuracy and compliance with regulations.

• Collaborated with cross-functional teams to streamline enrollment processes, enhancing overall efficiency.

• Delivered exemplary customer service by addressing and resolving client inquiries and issues promptly.

• Managed confidential client information with a high degree of integrity and discretion.

• Assisted in the development of training materials for new team members, contributing to team knowledge and skills enhancement. Aline Staffing/Willis Towers Watson

Contract Benefits Enrollment Specialist Aug 2023 - Nov 2023

• Assisted clients in selecting appropriate benefit options by conducting comprehensive plan reviews and offering personalized recommendations tailored to individual needs.

• Addressed and resolved client inquiries pertaining to benefits, enrollment procedures, and coverage specifics, ensuring a clear understanding of options.

• Maintained stringent compliance with regulatory requirements and company policies, keeping precise records of client interactions and enrollment data. IntouchCX

Remote Customer Service Representative Jun 2023 - Aug 2023

• Addressed customer inquiries and resolved issues across phone, email, and chat, ensuring accurate information on products and services was conveyed.

• Maintained a high level of service under pressure, managing numerous customer interactions with a consistent positive and professional attitude.

• Accurately documented all customer interactions in the CRM system, contributing to the achievement of performance targets and customer satisfaction objectives. Concentrix Phoenix, AZ

Customer Service Representative Jun 2019 - Mar 2020

• Addressed and resolved customer inquiries, ensuring clear communication and effective product support.

• Collaborated with team members, employing digital tools to maintain high service quality and handle diverse customer concerns with professionalism.

• Managed time efficiently to balance interaction and administrative responsibilities, achieving service standards and earning customer commendations for assistance. CVS Pharmacy

Revenue Qualifying Representative Jan 2017 - Jun 2020

• Assessed customer eligibility for programs, ensuring meticulous verification of insurance information and prescription coverage.

• Communicated service and coverage options clearly, fostering customer understanding and satisfaction.

• Maintained accurate customer interaction records and resolved inquiries promptly, garnering positive customer feedback.

The Coding Source

Medical Record Technician Jun 2018 - Jan 2019

• Ensured accurate management and organization of medical records in compliance with healthcare regulations.

• Maintained precise patient information, supporting medical billing processes through detailed attention to coding standards.

• Collaborated with team members to manage records efficiently, while upholding strict confidentiality and privacy regulations.

Convergys

Benefits Specialist Jul 2018 - Oct 2018

• Assisted employees with inquiries about benefits packages and policies, ensuring accurate dissemination of information for informed decision-making.

• Communicated complex benefits information to employees with clarity, contributing to a better understanding of their options and facilitating the enrollment process.

• Collaborated with team members to track employee interactions and provide assistance, receiving positive feedback for enhancing employee experiences with benefits services.

UnitedHealth Group

Enrollment Specialist Jan 2018 - Jul 2018

• Guided individuals through healthcare enrollment, explaining plans and options to enable informed decision-making.

• Collaborated with team members to streamline enrollment processes, ensuring accuracy and efficiency.

• Addressed client inquiries and concerns, maintaining high levels of customer satisfaction through prompt resolution of issues.

Aetna Healthcare

Claims Customer Service Representative Jan 2016 - Dec 2017

• Addressed customer inquiries regarding healthcare claims, employing extensive knowledge of healthcare terminology and claims processing to provide clear explanations and support.

• Collaborated with team members to ensure the accurate and timely resolution of customer issues, contributing to a cohesive and efficient service environment.

• Maintained comprehensive records of customer interactions using digital tools, consistently receiving positive customer feedback for assistance with claims-related inquiries.

EDUCATION Ultimate Medical Academy

Associate degree

Phoenix, AZ

Jan 2015

Rio Salado Community College

GED

Glendale, AZ

Apr 2012

SKILLS 20+ Years Experience in Call Center Industry • 4+ Years Handling Healthcare Including Medicaid, Medicare, Billing, Coding, Data Entry, Claims, Medical Records Technician, Benefit Specialist and Insurance Plan • Strong Communication Skills to Explain Complex Insurance Concepts and Enrollment Procedures Clearly • Proficient in MS Office Applications, Salesforce, Sage, CRM, EMR Systems Such as Epic, Allscripts and EClinicalWorks, ICD-10, ICD-9 and Coding

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