SHAWNTAVIA BROWN

Managed high-stress situations effectively, maintaining professionalism under pressure while
resolving disputes or conflicts.
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• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the
company alike.
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Delivered exceptional customer service to every customer by leveraging extensive knowledge of
products and services and creating welcoming, positive experiences.
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• Investigated and resolved customer inquiries and complaints quickly.
Responded to customer requests, offering excellent support and tailored recommendations to
address needs.
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• Responded to customer requests for products, services, and company information.
• Developed strong product knowledge to provide informed recommendations based on individual

customer needs.

Evaluated resumes, interviewed, and presented qualified candidates to hiring managers and
solicited feedback to refine recruiting strategy.
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• Conducted telephone and in-person interviews to assess candidate experience and qualifications.
Managed full-cycle recruiting process for multiple roles simultaneously while maintaining
high-quality standards in candidate assessment and selection.
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Provided regular updates on talent acquisition performance metrics to senior leadership,
supporting data-driven decision-making and continuous improvement efforts.
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Collaborated with hiring managers to determine job requirements and understand departmental
needs.
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Developed and maintained applicant tracking system, tracking all job openings, applicants and
interviewing activity.
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• Provided regular updates to hiring managers and HR staff on recruitment activities and progress.
Developed and maintained strong working relationships with executives, HR team, and hiring
managers to foster partnerships that produced consistent results.
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Increased retention rates through thorough pre-screening of candidates and regular follow-up on
new hires'' satisfaction levels.
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Streamlined onboarding processes for new hires, ensuring a smooth transition into the organization
while minimizing time to be productivity.

Mentored junior team members in handling complex cases, resulting in better decision-making and
improved overall team performance.
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Improved claim processing efficiency by streamlining workflow procedures and implementing
new software tools.
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Provided exceptional service to clients through prompt response times, clear explanations of policy
terms, and compassionate support throughout the claims process.
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Managed high caseloads effectively, ensuring all disability claims were processed promptly and
accurately.
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• Assured timely verification of insurance benefits prior to patient procedures or appointments.
Maintained strong knowledge of basic medical terminology to better understand services and
procedures.
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• Posted payments to accounts and maintained records.
• Verified client information by analyzing existing evidence on file.

• Made contact with insurance carriers to discuss policies and individual patient benefits.
• Maintained confidentiality of patient finances, records, and health statuses.

• Generated additional sales opportunities with upselling and cross-selling techniques.
• Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
• Expanded customer base through cold calling, networking, and relationship building.
Maintained up-to-date knowledge of industry trends for informed decision-making during client
interactions.
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Developed tailored solutions in response to unique customer needs, increasing overall satisfaction
rates.
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Collaborated with marketing to create impactful promotional materials for increased brand
awareness.
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Gained customer trust and confidence by demonstrating compelling, persuasive and composed
professional demeanor.
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Served customers with knowledgeable, friendly support at every stage of shopping and
purchasing.
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Performed effectively in self-directed work environment, managing day-to-day operations and
decisions.
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Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal
quotas.
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• Set and achieved company defined sales goals.
• Contributed to team objectives in fast-paced environment.
• Met with customers to discuss and ascertain needs, tailor solutions and close deals.