SHANTAViOUS GILBERT
Lagrange
Summary
Dynamic professional with a proven track record at American Home Shield, excelling in customer service and problem-solving. Recognized for enhancing service success rates through effective communication and decision-making. Skilled in data analysis and cost control, ensuring efficient operations and client satisfaction. Adept at training and mentoring staff to optimize performance.
Overview
9
9
years of professional experience
Work History
Contractor Dispatcher
American Home Shield
01.2020 - 04.2025
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Increased customer service success rates by quickly resolving issues.
- Researched local contractors in areas to fulfill work order.
- Offered cash advanced in lieu of services.
- Inbound, outbound, and email.
- Data entry.
Office Coordinator
A Banks Tax - Service
10.2018 - 01.2022
- Performed daily filing audits.
- Collected weekly timesheets.
- Distributed payment statements in accounting system.
- Disbursed paychecks.
- File income taxes.
- Support with administrative tasks.
PBX Operator
Wellstar West Georgia
10.2019 - 09.2021
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Created and maintained company phone directory with current extensions and staff information.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Trained and mentored new PBX operations employees.
- Communicated emergency codes over PBX system.
Customer Service/ Authorization Specialist II
American Home Shield
12.2015 - 01.2020
- Communicated with people from various cultures and backgrounds on application process.
- Trained staff on current eligibility requirements and policies.
- Kept records of customers' charges and payments.
- Process claims and claim review.
- Contact member regarding denied claims.
- Interpret contractual verbiage.
- Negotiate wages with service contractors.
- Monitor work orders in queue.
- Invoicing for account payables.
- Onboarding and training assistant to new training classes.
- Process claims and fulfill claims from beginning and throughout its entirety.
- Scheduled appointments with members.
- Offer cash in lieu of service.
Education
Diploma - Medical Billing And Coding
Ultimate Medical Academy
Clearwater, FL08-2023
High School Diploma -
Troup High School
La Grange, GA05-2009
Skills
- Cost control
- Attention to detail
- Decision-making
- Data analysis
- Customer service
- Problem-solving
- Performance management
Timeline
Contractor Dispatcher
American Home Shield
01.2020 - 04.2025
PBX Operator
Wellstar West Georgia
10.2019 - 09.2021
Office Coordinator
A Banks Tax - Service
10.2018 - 01.2022
Customer Service/ Authorization Specialist II
American Home Shield
12.2015 - 01.2020
Diploma - Medical Billing And Coding
Ultimate Medical Academy
High School Diploma -
Troup High School
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