Shannon Preston
Roanoke
Summary
To obtain a position within the company using my current skills and abilities to better further my knowledge in the customer service industry.
Overview
26
26
years of professional experience
Work History
Contact Center Representative
Member One FCU
Roanoke, VA
10.2021 - Current
- Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies
- Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security
- Report all Risk Management Policy violations in accordance with policy
- Meet Contact Center service quality standards
- Consistently give quality service to external and internal members
- Evaluate members' needs and make recommendations that will help them achieve their financial goals
- Consistently meet or exceed monthly cross-selling, quality, and time management goals
- Keep all member and credit union business confidential
Customer Service Representative
Anthem BCBS
08.2014 - 03.2021
- Respond to customers questions via telephone and written correspondences regarding insurance benefits, provider contracts, eligibility and claims.
- Analyzes problems and provide information solutions.
- Operates a PC/image station to obtain and extract information; documents information, activities and changes in the database.
- Thoroughly document inquiry outcomes for accurate tracking and analysis
- Provide external and internal customers with requested information
- Under immediate supervision, receives and places follow-up telephone calls, emails to answer customers questions
Certified Nursing Assistant
South Roanoke Nursing Home
01.2012 - 01.2014
- Provided hands on nursing care to patients, residents, clients, and customers in a variety of health care settings.
- Assist with bathing, dressing, eating, toileting, and oral care to people who could not do these task alone.
- Obtained vital signs, weights, and height measurements
Certified Nursing Assistant
Friendship Manor
01.2000 - 01.2012
- Provided direct patient care for those in need of assistance.
- Worked closely with staff to ensure best patient and family experiences.
- Made patients and their families feel comfortable and welcomed
- Assisted with ADL’s (dressing, bathing, and brushing teeth)
Education
High School Diploma -
William Fleming
Roanoke, VA06-1996
Skills
- Excellent computer and customer service skills
- Critical thinking
- Call center experience
- Computer proficiency
- Documentation
- Payment processing
Timeline
Contact Center Representative
Member One FCU
10.2021 - Current
Customer Service Representative
Anthem BCBS
08.2014 - 03.2021
Certified Nursing Assistant
South Roanoke Nursing Home
01.2012 - 01.2014
Certified Nursing Assistant
Friendship Manor
01.2000 - 01.2012
High School Diploma -
William Fleming