Shawnon Benton
Phoenix
Summary
Detail-oriented professional with extensive experience in customer service and team leadership. Strong skills in effective communication and conflict resolution, consistently delivering high levels of member satisfaction and engagement. Eager to leverage these strengths to enhance operational success.
Overview
13
13
years of professional experience
Work History
Team Lead
Solera Health
2019.10 - Current
- Lead and support a team of Member Engagement Representatives
- Partner with the department manager to run a successful call center operation.
- Monitor real-time performance and provide coaching, feedback, and development.
- Guide team members through escalations and ensure timely thorough resolutions
- Oversee daily tasks, queue management, shift coverage and work allocation.
- Collaborate across teams including client success, network partners, product and operations to resolve issues and align on goals.
Member Engagement Representative
Medix Staffing - Solera Health
2019.04 - 2019.10
- Enhanced member engagement through effective communication and support strategies.
- Streamlined onboarding processes to improve member satisfaction and retention.
- Inbound/Outbound calls management
- Answer member inquiries.
- Perform follow-ups, conducting surveys and enrolling members.
Customer Service Representative
Adecco Staffing - Epiq
2018.02 - 2018.10
- Minimized manual system errors with streamlined data entry process.
- Resolved customer inquiries.
- Performed data entry and completed proper paperwork.
- Managed patient records meticulously, ensuring accuracy and confidentiality
Customer Service Representative
MTBA - Yellow Cab
2016.09 - 2017.09
- Resolved customer inquiries efficiently via inbound calls.
- Managed scheduling and dispatching of medical transportation to optimize service delivery.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
REMx Staffing - McKesson
2016.02 - 2016.09
- enter pharmacy test outcomes
- Verify and correct member account records
- handling inbound/outbound calls with providers
Residential Aide - BHPP
Animals Facilitating Adolescents & Children Therapeutically - AFACT
2014.08 - 2015.12
- Assisted Licensed, Behavioral Health Clinicians in the delivery of client services
- Conducted transports, maintained client records, conduct group sessions.
- Monitor, document behavior and conduct outreach activities.
Enrollment Coordinator
CVS Caremark
2012.12 - 2014.08
- Coordinated enrollment processes to enhance member experience and streamline operations.
- Managed communication with members regarding plan options and eligibility requirements.
- managed escalations
- tracking and rectifying member accounts
Education
High School Diploma -
Central High School
Phoenix, AZ05.2011
Skills
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
Timeline
Team Lead
Solera Health
2019.10 - Current
Member Engagement Representative
Medix Staffing - Solera Health
2019.04 - 2019.10
Customer Service Representative
Adecco Staffing - Epiq
2018.02 - 2018.10
Customer Service Representative
MTBA - Yellow Cab
2016.09 - 2017.09
Customer Service Representative
REMx Staffing - McKesson
2016.02 - 2016.09
Residential Aide - BHPP
Animals Facilitating Adolescents & Children Therapeutically - AFACT
2014.08 - 2015.12
Enrollment Coordinator
CVS Caremark
2012.12 - 2014.08
High School Diploma -
Central High School