Shelby Baccus
ENIGMA
Summary
Results-driven professional with experience in customer service and coaching. Known for strong problem-solving skills and collaboration, contributing to improved team performance and client engagement. Eager to leverage expertise in streamlining processes to deliver exceptional service.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Sleep Coach
WellSky
Enigma, GA
12.2025 - 03.2026
- Developed tailored coaching plans to enhance client engagement and satisfaction.
- Facilitated training sessions to improve team performance and skill development.
- Implemented feedback mechanisms to assess coaching effectiveness and client progress.
- Collaborated with cross-functional teams to streamline communication and support initiatives.
- Ordered supplies for patients when eligible
Documented any issues patients may have with their CPAP equipment - Updated patient personal information in their accounts
Customer Care Representative
Harte-Hanks, Inc.
Enigma, GA
10.2024 - 12.2025
- Assisted customers with inquiries, resolving issues efficiently and enhancing satisfaction.
- Managed high-volume calls, demonstrating strong communication and problem-solving skills.
- Documented customer interactions accurately in CRM systems for future reference.
- Collaborated with team members to streamline processes and improve response times.
- Answer inbound calls from Blue Cross Blue Shield members regarding coverage amounts
Transfer members to appropriate department regarding their questions/concerns
Life and Health Insurance Agent
Globe Life And Accident Insurance Company
Gainesville, FL
02.2024 - 11.2024
- Assisted clients in understanding health insurance options and benefits.
- Evaluated client needs to recommend appropriate coverage plans.
- Processed policy applications and maintained accurate records in CRM system.
- Educated clients on claims process and provided ongoing support throughout lifecycle.
- Processed new applications and renewals for health insurance plans
Customer Service Representative
Adecco
Gainesville, FL
10.2023 - 02.2024
- Managed customer inquiries through phone, email, and chat channels to ensure timely resolutions.
- Developed strong product knowledge to assist customers effectively and improve satisfaction scores.
- Collaborated with team members to streamline processes, enhancing overall service efficiency.
- Managed customer complaints by providing timely resolutions and support
- Processed orders and handled transactions using company software systems
Education
High School Diploma -
Bradford High School
StarkeSkills
- Effective communication
- Group leadership
- Personable and friendly
- Building relationships
- Fast learner
- Typing
- Microsoft Office
- Multitasking
- Active listening
- Communication
- Team Player
- Coaching strategies
- Customer service
- CRM Software
- Client engagement
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Received numerous commendations from supervisors for team building, mentoring and leadership skills.
Certification
- Licensed Life and Health insurance Agent - 2 months
Timeline
Sleep Coach
WellSky
12.2025 - 03.2026
Customer Care Representative
Harte-Hanks, Inc.
10.2024 - 12.2025
Life and Health Insurance Agent
Globe Life And Accident Insurance Company
02.2024 - 11.2024
Customer Service Representative
Adecco
10.2023 - 02.2024
High School Diploma -
Bradford High School