SENIOR MEMBER SERVICE ADVOCATE SHANNA SCRUGGS Professional Summary Motivated customer service specialist 20 years experience fast-paced, team-based environment high call volume environments. Skills account reconciliations, accounting, Accounts Payable, apollo, auditing, benefits, billing system, coach, com, Credit, client, customer satisfaction, data entry, database, delivery, fashion, features, FTP, General Ledger accounts, http, legal documents, Managing, Access, MS Excel, Mail, MS Office, Word, MySQL, Owl, pick, pricing, processes, Express, reconciling, maintain records, research, shipping, Troubleshooting Strong customer service orientation Problem solver Committed team success MS Office Skills Self-motivated Extremely organized Highly dependable Team leadership Quick learner MS Windows proficient Work History Senior Member Service Advocate 10/2015 Current Company Name – City State UnitedHealth Group Assisting members prescription benefits coverage Medicare part D plan, commercial plans, state Medicaid plans( Nevada, Georgia, Arizona, Indiana, South Dakota) ChampVa plans, Ohio Bureau Workers Compensation Mail Order. Reviewing rejected claims, processing coverage determinations prescription coverage. Assisting pharmacies rejected claims overrides. Help guide educate customers prescription benefits, use plan, formulary, premiums status orders, claims inquiries. I also assist side sides help agents KPI's. I'am team super users assist agents computer system issues. Senior Member Service Advocate 10/2015 Current Company Name – City State UnitedHealth Group Assisting members prescription benefits coverage Medicare part D plan, commercial plans, state Medicaid plans( Nevada, Georgia, Arizona, Indiana, South Dakota) ChampVa plans, Ohio Bureau Workers Compensation Mail Order. Reviewing rejected claims, processing coverage determinations prescription coverage. Assisting pharmacies rejected claims overrides. Help guide educate customers prescription benefits, use plan, formulary, premiums status orders, claims inquiries. I also assist side sides help agents KPI's. I'am team super users assist agents computer system issues. Senior Member Service Advocate 10/2015 Current Company Name – City State UnitedHealth Group Assisting members prescription benefits coverage Medicare part D plan, commercial plans, state Medicaid plans( Nevada, Georgia, Arizona, Indiana, South Dakota) ChampVa plans, Ohio Bureau Workers Compensation Mail Order. Reviewing rejected claims, processing coverage determinations prescription coverage. Assisting pharmacies rejected claims overrides. Help guide educate customers prescription benefits, use plan, formulary, premiums status orders, claims inquiries. I also assist side sides help agents KPI's. I'am team super users assist agents computer system issues. Senior Member Service Advocate 10/2015 Current Company Name – City State UnitedHealth Group Assisting members prescription benefits coverage Medicare part D plan, commercial plans, state Medicaid plans( Nevada, Georgia, Arizona, Indiana, South Dakota) ChampVa plans, Ohio Bureau Workers Compensation Mail Order. Reviewing rejected claims, processing coverage determinations prescription coverage. Assisting pharmacies rejected claims overrides. Help guide educate customers prescription benefits, use plan, formulary, premiums status orders, claims inquiries. I also assist side sides help agents KPI's. I'am team super users assist agents computer system issues. Hosting Consultant 01/2015 10/2015 Company Name – City State My primary responsibilities provide immediate appropriate technical/product support customers regarding GoDaddy hosting products. Provide assistance customers purchases, technical issues, questions, generally resolving customer concerns. Consult customers business needs matching GoDaddy products and/or solutions online goals. Managing Troubleshooting with: FTP, cPanel, Plesk MySQL Hosting Consultant 01/2015 10/2015 Company Name – City State My primary responsibilities provide immediate appropriate technical/product support customers regarding GoDaddy hosting products. Provide assistance customers purchases, technical issues, questions, generally resolving customer concerns. Consult customers business needs matching GoDaddy products and/or solutions online goals. Managing Troubleshooting with: FTP, cPanel, Plesk MySQL Hosting Consultant 01/2015 10/2015 Company Name – City State Godaddy My primary responsibilities provide immediate appropriate technical/product support customers regarding GoDaddy hosting products. Provide assistance customers purchases, technical issues, questions, generally resolving customer concerns. Consult customers business needs matching GoDaddy products and/or solutions online goals. Managing Troubleshooting with: FTP, cPanel, Plesk MySQL Designer Care Associate 03/2014 01/2015 Company Name – City State Origami Owl My primary responsibilities assisting independent designers customers via inbound calls, outbound calls emails order issues, product questions, tracking orders, processing requests refunds, missing items replacements defective products. Designer Care Associate 03/2014 01/2015 Company Name – City State Origami Owl My primary responsibilities assisting independent designers customers via inbound calls, outbound calls emails order issues, product questions, tracking orders, processing requests refunds, missing items replacements defective products. Designer Care Associate 03/2014 01/2015 Company Name – City State Origami Owl My primary responsibilities assisting independent designers customers via inbound calls, outbound calls emails order issues, product questions, tracking orders, processing requests refunds, missing items replacements defective products. Customer Care Advocate 08/2013 03/2014 Company Name – City State Ontrac My primary responsibilities taking inbound processes customer requests pick ups, delivery information, tracking shipment processing complaints making outbound calls customers, departments contractors provide resolution customers packages. Customer Care Advocate 08/2013 03/2014 Company Name – City State Ontrac My primary responsibilities taking inbound processes customer requests pick ups, delivery information, tracking shipment processing complaints making outbound calls customers, departments contractors provide resolution customers packages. Customer Care Advocate 08/2013 03/2014 Company Name – City State Ontrac My primary responsibilities taking inbound processes customer requests pick ups, delivery information, tracking shipment processing complaints making outbound calls customers, departments contractors provide resolution customers packages. International Certified Specialist 07/2010 08/2013 Company Name – City State My primary responsibility field high volume inbound call traffic assess customer needs. Manage variety database web-based programs provide timely response customer. Track shipments, rectify shipping errors, product ordering, delivery status, pick-ups, product info pricing. Distribute calls, necessary, resources ensure customer needs handled timely fashion. Coordinate departments outages occur calls must redirected Promoting DHL Express services products customers every call. International Certified Specialist 07/2010 08/2013 Company Name – City State My primary responsibility field high volume inbound call traffic assess customer needs. Manage variety database web-based programs provide timely response customer. Track shipments, rectify shipping errors, product ordering, delivery status, pick-ups, product info pricing. Distribute calls, necessary, resources ensure customer needs handled timely fashion. Coordinate departments outages occur calls must redirected Promoting DHL Express services products customers every call. International Certified Specialist 07/2010 08/2013 Company Name – City State My primary responsibility field high volume inbound call traffic assess customer needs. Manage variety database web-based programs provide timely response customer. Track shipments, rectify shipping errors, product ordering, delivery status, pick-ups, product info pricing. Distribute calls, necessary, resources ensure customer needs handled timely fashion. Coordinate departments outages occur calls must redirected Promoting DHL Express services products customers every call. Customer Service Representative 08/2008 07/2010 Company Name – City State Alltel Wireless My primary responsibility resolve customer inquiries concerns regarding products services as, bills, coverage area, promotions, store locations hours. Increase customer satisfaction offering alternative solutions products.Follow established guidelines collect analyze information create resolution alternatives aimed reducing risk increasing revenue. Contact customers manually via auto dialer resolve non-payment issues research negotiate payment arrangements. Access update customer accounts computer billing system. Review bills explain fees charges service. Determine service suspension and/or disconnect appropriate initiate accordingly. Also sell products, features accessories. Customer Service Representative 08/2008 07/2010 Company Name – City State Alltel Wireless My primary responsibility resolve customer inquiries concerns regarding products services as, bills, coverage area, promotions, store locations hours. Increase customer satisfaction offering alternative solutions products.Follow established guidelines collect analyze information create resolution alternatives aimed reducing risk increasing revenue. Contact customers manually via auto dialer resolve non-payment issues research negotiate payment arrangements. Access update customer accounts computer billing system. Review bills explain fees charges service. Determine service suspension and/or disconnect appropriate initiate accordingly. Also sell products, features accessories. Customer Service Representative 08/2008 07/2010 Company Name – City State Alltel Wireless My primary responsibility resolve customer inquiries concerns regarding products services as, bills, coverage area, promotions, store locations hours. Increase customer satisfaction offering alternative solutions products.Follow established guidelines collect analyze information create resolution alternatives aimed reducing risk increasing revenue. Contact customers manually via auto dialer resolve non-payment issues research negotiate payment arrangements. Access update customer accounts computer billing system. Review bills explain fees charges service. Determine service suspension and/or disconnect appropriate initiate accordingly. Also sell products, features accessories. Processing Associate 01/2008 04/2008 Company Name – City State Randstad Vanguard My primary responsibility process monetary transaction include, address changes, opening new accounts, adding beneficiaries, adding legal documents client's systems. Review transactions accuracy, completeness adherence internal external regulations. Ensures timely completion client requests, Develops maintains thorough understanding departmental systems processing functions. Processing Associate 01/2008 04/2008 Company Name – City State Randstad Vanguard My primary responsibility process monetary transaction include, address changes, opening new accounts, adding beneficiaries, adding legal documents client's systems. Review transactions accuracy, completeness adherence internal external regulations. Ensures timely completion client requests, Develops maintains thorough understanding departmental systems processing functions. Processing Associate 01/2008 04/2008 Company Name – City State Randstad Vanguard My primary responsibility process monetary transaction include, address changes, opening new accounts, adding beneficiaries, adding legal documents client's systems. Review transactions accuracy, completeness adherence internal external regulations. Ensures timely completion client requests, Develops maintains thorough understanding departmental systems processing functions. Accounts Payable Clerk 11/2004 01/2008 Company Name – City State Tempe Schools Credit My primary responsibility maintaining auditing. Union General Ledger accounts, account reconciliations, data entry, posting reconciling large- volume batch summary transactions, performing cash accounting journal entries, also maintain records Accounts Payable prioritize pay invoices received rate 70-90 invoices paid per week. I also handled past due auto, mortgage, credit card unsecured consumer loans, repossessions bankruptcy accounts continue coach employees handle transactions sensitive accounts. I experienced MS Office, mainly MS Excel Word. Accounts Payable Clerk 11/2004 01/2008 Company Name – City State Tempe Schools Credit My primary responsibility maintaining auditing. Union General Ledger accounts, account reconciliations, data entry, posting reconciling large- volume batch summary transactions, performing cash accounting journal entries, also maintain records Accounts Payable prioritize pay invoices received rate 70-90 invoices paid per week. I also handled past due auto, mortgage, credit card unsecured consumer loans, repossessions bankruptcy accounts continue coach employees handle transactions sensitive accounts. I experienced MS Office, mainly MS Excel Word. Accounts Payable Clerk 11/2004 01/2008 Company Name – City State Tempe Schools Credit My primary responsibility maintaining auditing. Union General Ledger accounts, account reconciliations, data entry, posting reconciling large- volume batch summary transactions, performing cash accounting journal entries, also maintain records Accounts Payable prioritize pay invoices received rate 70-90 invoices paid per week. I also handled past due auto, mortgage, credit card unsecured consumer loans, repossessions bankruptcy accounts continue coach employees handle transactions sensitive accounts. I experienced MS Office, mainly MS Excel Word. Education GED apollo-resume.co 1996 Mesa Community College GED 1996 Mesa Community College City