Shaniqua Bilbry-Johnson
Charlotte
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Blue Cross Blue Shield of NC
05.2024 - 04.2025
- Successfully utilizes added knowledge of product types, functional and/or technical skills to provide solution focused service to our customers on more complex insurance questions and issues.
- Successfully able to understand and communicate complex concepts to members, providers and colleagues in verbal and written form.
- Display leadership through all actions both internally and externally.
- Utilize probing and creative problem solving as well as critical thinking and the ability to analyze more complex and ambiguous information to resolve customer inquiries on first contact.
- Document corrective measures and detailed customer information reelevate to each customer contact and provide instructions as needed to internal business areas to ensure prompt resolution and response to customer inquiries.
- Perform phone/email outreach to BCBSNC vendors and business partners to resolve service issues.
- Educate and encourage customers on use of alternative delivery channels (i.e. self service, web).
- Recognize patterns of inconsistent and/or inaccurate claims filing practices among customers and providers, educate customers and providers on acceptable BCBSNC practices and policies.
- Identify, understand and anticipate customers’ unexpressed needs and concerns in a caring manner.
Enterprise Client Service Rep
Spectrum Enterprises LLC, A Charter Communications
02.2022 - 02.2024
- Assisted Enterprise customer in billing inquiries for coax and fiber customers for voice, video, and internet.
- Provided contract information and invoice information to enterprise clients.
- Improve customer retention by finding, understanding and solving root cause issues for escalations
- Experienced in systems i.e. ICOMS, AGENT OS, CSG, and Salesforce.
- Partnered with customers to start the process to requested change, add or move services for Enterprise and
small to medium business products that include downgrades, upgrades credits, proof of concept data, bill to
address and other general account changes
Billing Resolutions Coordinator
Spectrum Enterprises LLC, A Charter Communications
11.2021 - 02.2022
- Carrier Accounts Lumen
- Prioritized and organized tasks to efficiently accomplish service goals
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Eliminated inaccuracies in accounts payable payments by verifying information prior to generating checks and
electronic payment transfers. - Input statement information, reconciled accounts and resolved discrepancies.
- Experience with ICOMS , CSG, Salesforce, Agent OS, Process disconnects.
- Handled 500 High Level Accounts with Lumen Accounts handling Disputing billing Discrepancies, resolving and
reconciling Collections
Customer Service Representative
AT&T
01.2019 - 09.2021
- Handle over 50 AT&T customer interactions per day, giving detailed, personalized, friendly, and polite service to
ensure customer retention and satisfaction - Provide personalized recommendations on AT&T products, services and benefits based on the customer’s
needs. - Memorize all AT&T products and services in order to better answer customer questions quickly and efficiently
Escalate all unsatisfactory calls to manager, when needed. - Train and onboard over 50 new employees on upselling and utilizing various call center databases.
- Record and store all AT&T customer interactions via Customer Relationship Management (CRM) and Clarify
Relationship Management (CRM) - Work closely with various departments and specialty teams
Education
Bachelor of Arts - Religious Studies
Livingstone College
Salisbury, NC12-2015
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
Timeline
Customer Service Representative
Blue Cross Blue Shield of NC
05.2024 - 04.2025
Enterprise Client Service Rep
Spectrum Enterprises LLC, A Charter Communications
02.2022 - 02.2024
Billing Resolutions Coordinator
Spectrum Enterprises LLC, A Charter Communications
11.2021 - 02.2022
Customer Service Representative
AT&T
01.2019 - 09.2021
Bachelor of Arts - Religious Studies
Livingstone College
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