Shanelle Davis
Charlotte
Summary
Client Services Representative with 10 years in customer service and client relations across diverse industries including insurance, healthcare, education, and retail. Skilled in managing high-volume inbound calls, resolving complex issues, and educating clients in fast-paced environments. Committed to meeting performance goals and enhancing client decision-making while pursuing FINRA licensing.
Overview
10
10
years of professional experience
Work History
Client Services Representative
Progressive Insurance
04.2025 - Current
- Manage a high volume of inbound client calls while providing exceptional service and personalized solutions.
- Assist policyholders with billing, policy servicing, endorsements, coverage explanations, policy changes, and account maintenance.
- Consistently meet or exceed First Call Resolution (FCR) expectations by identifying customer needs and resolving concerns efficiently.
- Maintain strong quality assurance and customer experience scores while adhering to company standards.
- Build lasting client relationships through empathy, active listening, and professionalism.
- Accurately document customer interactions while navigating multiple software applications simultaneously.
- Collaborate with underwriting, claims, and internal business partners to resolve complex client issues.
- Maintain compliance with company policies and insurance regulations.
- Demonstrate ownership by following issues through to completion and ensuring positive client outcomes.
- Recognized for professionalism, reliability, and teamwork.
- Trusted to assist customers with complex account servicing needs.
Teacher Assistant
Childcare Network #94
08.2023 - 04.2025
- Fostered positive relationships with parents, students, and staff.
- Assisted with classroom instruction and daily educational activities.
- Maintained confidential student records.
- Demonstrated patience, communication, and organizational skills while supporting children’s development.
Medical Assistant / Receptionist (Hybrid)
Bensonhurst Medical Office
02.2018 - 06.2023
- Managed front office operations for a busy medical practice while providing exceptional patient service.
- Answered a high volume of inbound calls regarding appointments, referrals, insurance verification, billing questions, and medical records.
- Scheduled appointments and coordinated patient care.
- Verified insurance eligibility and maintained confidential patient information.
- Maintained HIPAA compliance at all times.
- Worked collaboratively with physicians and clinical staff to improve patient satisfaction.
- Performed administrative support, documentation, and data entry with exceptional accuracy.
Customer Service Representative
Sears
06.2016 - 01.2018
- Delivered exceptional customer service for appliance, electronics, and home merchandise customers.
- Managed inbound customer calls regarding orders, deliveries, and account inquiries.
- Processed returns, exchanges, warranties, and service requests to resolve customer issues efficiently.
- Cultivated customer loyalty through effective communication and timely problem resolution.
- Collaborated with warehouse, inventory, and delivery teams to enhance overall customer satisfaction.
Education
Associate Degree - Criminal Justice
Clinton Community College
Plattsburgh, New YorkSkills
- Client relationship management
- Customer experience
- First call resolution
- Customer retention
- Service delivery
- Account maintenance
- Problem resolution
- Active listening
- De-escalation techniques
- CRM tools and applications
- Documentation skills
- Office suite proficiency
- Spreadsheet and word processing
- Email management
- Time management strategies
- Team collaboration
- Adaptability and flexibility
- Critical thinking skills
- Customer-first mindset
- Ownership and accountability
- Strong work ethic
- Dependability and reliability
- Attention to detail and accuracy
- Emotional intelligence and empathy
- Integrity
Professional References
- Sherry Duhaney, Former Supervisor, Bensonhurst Medical Office, Available Upon Request
- Valine Jordan, Professional Reference, Available Upon Request
- Bevelyn Barkley, Professional Reference, Available Upon Request
Professional Development
- Customer Relationship Management
- High-Volume Call Center Operations
- Client Experience & Customer Advocacy
- Insurance Policy Servicing
- Account Maintenance
- Compliance & Documentation
- Problem Resolution
- Multi-System Navigation
- Financial Services Career Development
- Continuous Learning
- Preparing to obtain FINRA Series 7 and Series 63 Licenses
Timeline
Client Services Representative
Progressive Insurance
04.2025 - Current
Teacher Assistant
Childcare Network #94
08.2023 - 04.2025
Medical Assistant / Receptionist (Hybrid)
Bensonhurst Medical Office
02.2018 - 06.2023
Customer Service Representative
Sears
06.2016 - 01.2018
Associate Degree - Criminal Justice
Clinton Community College