Shasmine Cooley
Laurel
Summary
Dynamic and dedicated professional based in Laurel, MS, with a strong passion for helping others. Recognized for a positive attitude and exceptional interpersonal skills, committed to delivering outstanding support and assistance. Proven ability to stay organized, self-motivated, and adaptable in both independent and team environments, consistently striving for excellence. Eager to leverage strengths to contribute effectively in a collaborative setting while fostering positive relationships.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Centene
Remote
02.2025 - Current
- Guided customers through the process of verifying balances on their rewards cards for improved satisfaction.
- Reviewed and revised member records to maintain up-to-date information and improve service delivery.
- Conducted comprehensive research to identify and evaluate local providers for improved client support.
- Conducted comprehensive analysis of medical coding practices to ensure compliance and accuracy.
- Managed remote work environments to support team engagement and project continuity.
- Handled customer inquiries and complaints promptly across phone, email, and chat platforms, ensuring timely support.
- Resolved customer inquiries regarding claims status and processes to enhance satisfaction.
Customer Service Representative
TTEC
10.2021 - 01.2024
- Coordinated efforts across various campaigns to enhance brand visibility for Optum Rx, Blue Cross Blue Shield, and Aetna.
- Provided assistance to members in managing prescription orders, processing premium payments, and addressing claim-related injuries.
- Analyzed and resolved complex premium-related challenges and tax credit questions to enhance client satisfaction.
- Implemented compliance protocols to uphold adherence to state and federal guidelines.
- Managed remote work environments to support team engagement and project continuity.
Customer Service Representative
Sitel
09.2019 - 10.2021
- Facilitated efficient support in bill payment processes to ensure customer satisfaction and clear understanding of billing details.
- Assisted customers in identifying suitable internet plans to enhance service satisfaction.
- Organized and managed technician appointments to facilitate timely internet installations.
Education
Associate degree - General studies
Jones County Junior College
12.2017
High School -
Laurel High School
05.2014
Skills
- Active listening expertise
- Code verification
- Claims management
- Payment processing
- Manage prescription refills
- Identify network providers
- Typing speed of 50-60 words per minute
- Multi-monitor setup
- Laptop proficiency
Interests
Volunteering and community service, Online learning and development, Writing and journaling, Public speaking, Nature walks
CONTACT
- PHONE: 601-335-3866
- EMAIL: Shasminecooley@yahoo.com
Timeline
Customer Service Representative
Centene
02.2025 - Current
Customer Service Representative
TTEC
10.2021 - 01.2024
Customer Service Representative
Sitel
09.2019 - 10.2021
Associate degree - General studies
Jones County Junior College
High School -
Laurel High School