Shirley Howard
Riceboro
Summary
Dynamic support specialist adept at managing high call volumes and delivering exceptional customer satisfaction. Proficient in utilizing CRM software to enhance service delivery and resolve issues efficiently. Committed to meeting team sales targets while ensuring a positive customer experience.
Overview
3
3
years of professional experience
Work History
Support Specialist
Ameridial, Inc
01.2023 - Current
- Identify and assess customers’ needs to achieve satisfaction.
- Managed high volume of inbound calls and executed consistent outbound calls to ensure customer engagement.
- Handled customer complaints, provided effective solutions and alternatives within time limits, and followed up to confirm resolution satisfaction.
- Provide accurate, valid, and complete information by using the right methods/tools.
- Meet personal/customer service team sales targets and call handling quotas.
- Customer interactions, process customer accounts, and file documents.
- Follow communication procedures, guidelines, and policies.
Member Service Advocate
Aetna, Inc
- Assessed client needs and financial situations to create tailored plans for immediate coverage and long-term protection.
- Developed client base by approaching potential clients through targeted outreach strategies.
- Researched, analyzed, and responded to inquiries on compliance, coding issues, denials, and billable services.
Remote Access Customer Support
Radial Inc.
- Provided remote access and call center support to customers, utilizing product knowledge and problem-solving skills to enhance customer satisfaction.
- Identified, researched, and resolved customer issues, responding promptly to needs and ensuring timely solutions.
- Managed incoming calls, handling over 200 calls daily to assist customers effectively.
- Completed tasks in shared inboxes and internal request dashboards to maintain workflow efficiency.
Education
B.S - Business Administration
Columbia College
01-2023
A.S - Computer Information Systems
Savannah Technical College
A.S. - Medical Office Assisting
Savannah Technical College
Skills
- Computer proficiency
- CRM software expertise
- Citrix navigation
- Detail orientation
- Organizational skills
- Data analytics
- Effective communication
- Problem solving
- Team collaboration
Timeline
Support Specialist
Ameridial, Inc
01.2023 - Current
Member Service Advocate
Aetna, Inc
Remote Access Customer Support
Radial Inc.
B.S - Business Administration
Columbia College
A.S - Computer Information Systems
Savannah Technical College
A.S. - Medical Office Assisting
Savannah Technical College