Shyteria Sykes
Bolingbrook
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Relationship Specialist
Hartford Insurance Group
Remote
06.2022 - Current
- Managed client inquiries and provided timely responses to enhance customer satisfaction.
- Collaborated with internal teams to resolve customer issues effectively.
- Analyzed customer feedback to identify trends and improve service quality.
- Educated clients on product features and benefits to enhance their experience.
- Assisted in training new staff on customer relationship management practices.
- Utilized CRM systems to document interactions and track client communications.
- Handled inbound telephone calls from interested customers.
- Provided excellent customer service to ensure client satisfaction.
- Provided customer service support in a timely and efficient manner to customers via phone, email, and chat.
- Suggested process improvements to enhance the overall customer experience.
- Attended weekly team meetings to discuss customer feedback, current trends, and new initiatives.
- Supported sales team members to drive growth and development.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Intake Specialist
Aetna
Remote
05.2018 - 08.2020
- Managed member records and maintained confidentiality in compliance with regulations.
- Evaluated member needs and directed them to appropriate resources and services.
- Trained new staff on intake procedures and Aetna's operational protocols.
- Maintained up-to-date knowledge of healthcare policies and Aetna's service offerings.
- Answered and logged incoming inquiries via phone, fax and email.
- Conducted initial intake interview to obtain client information, including biographical data, medical history, presenting problem, legal status, and other pertinent information.
Customer Service Representative
Cigna
Bourbonnais
01.2016 - 05.2018
- Addressed and rectified customer inquiries and billing issues, processed financial documents such as invoices and credit memos to maintain account integrity.
- Clarified insurance plan details and guided customers through enrollment processes, including information on authorizations, copays, and premiums, while adeptly handling an average of 100 calls per day.
- Thoroughly recorded customer interactions, supported conflict resolution, and facilitated account payments and configurations, consistently delivering high-quality service.
Education
Certificate - Medical Billing and Coding
Devry
ILHigh School Diploma - Education And Training
Bradley Bourbonnais Community
Bradley, ILSkills
- Team collaboration
- Process improvement
- Data management
- Client communication
- Staff training
Certification
Certified Nursing Assistant, 2008
Timeline
Customer Relationship Specialist
Hartford Insurance Group
06.2022 - Current
Intake Specialist
Aetna
05.2018 - 08.2020
Customer Service Representative
Cigna
01.2016 - 05.2018
Certificate - Medical Billing and Coding
Devry
High School Diploma - Education And Training
Bradley Bourbonnais Community