SHANEICE WILSON
Saint Mary’s
Summary
Customer service professional with9+ years of experience in banking, claims management, client support, and technical troubleshooting. Proven ability to resolve complex customer issues, enhance customer satisfaction, and deliver high-quality service.
Overview
10
10
years of professional experience
Work History
Customer Service Banker
US Bank
01.2023 - Current
- - Resolved account inquiries and service-related issues, achieving a95% first-contact resolution rate
- - Diagnosed and addressed technical problems with banking products and services
- - Communicated policies effectively and provided tailored solutions to meet customer needs
Patient Care Advocate
United Health Care
01.2019 - 01.2022
- - Managed inquiries regarding benefits, prescription eligibility, and payments with a90% resolution rate
- - Partnered with pharmacies and internal teams to troubleshoot and resolve issues efficiently
- - Proactively conducted outreach to address time-sensitive customer concerns
Retention Agent / Tech Support
Comcast
01.2018 - 01.2019
- - Delivered advanced technical support for cable, internet, and network systems, resolving complex connectivity issues
- - Diagnosed and resolved hardware and software malfunctions with customer equipment, including modems and routers
- - Utilized CRM tools to document technical issues and customer interactions for streamlined resolution
- - Implemented remote troubleshooting techniques to minimize service disruptions and enhance customer satisfaction
- - Achieved retention goals by providing personalized service upgrades and resolving technical complaints efficiently
- Estimated
Patient Care Advocate
Express Scripts
01.2015 - 01.2019
- - Addressed customer service inquiries, troubleshooting technical issues with mail orders and claims
- - Documented interactions accurately to ensure compliance and improve follow-up efficiency
- - Exceeded performance benchmarks by consistently resolving issues within service-level agreements
Education
High School Diploma -
Camden County High School
Skills
- - Expertise in credit card processing and terminal troubleshooting
- - Strong knowledge of policy interpretation and exception handling
- - Proficient in CRM tools and Microsoft Office Suite
- - Skilled in conflict resolution and customer relationship management
Timeline
Customer Service Banker
US Bank
01.2023 - Current
Patient Care Advocate
United Health Care
01.2019 - 01.2022
Retention Agent / Tech Support
Comcast
01.2018 - 01.2019
Patient Care Advocate
Express Scripts
01.2015 - 01.2019
High School Diploma -
Camden County High School
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