Shannon Burgess
Charlotte
Summary
Dynamic Customer Experience Specialist leveraging exceptional communication skills and in-depth product knowledge to enhance client satisfaction and deliver outstanding service.
Overview
8
8
years of professional experience
Work History
Licensed Customer Experience Specialist I
Principal Financial Group
Charlotte
09.2021 - Current
- Series 6 FINRA Registered Representative
- Share knowledge of mutual fund investments
- Educate clients on Qualified, Non-Qualified, and IRA accounts
- Transfer investments, process loans, withdrawals, cash payments, and rollovers
- Calculate future loan payments
- Conduct onboarding tasks for new accounts
- Participate in ongoing continuing education courses
Customer Service Supervisor
Healthcare Support Staffing
07.2020 - 09.2021
- Supervised remote CSR staff, evaluating and managing individual and team performance.
- Monitored live and recorded chats/calls to ensure adherence to quality standards
- Coached agents on proper customer service and client expectations
- Handled escalations to resolve claimant issues
- Identified training needs, addressing weak areas during weekly team huddles
- Evaluated overall agent performance to include attendance, productivity, adherence, and quality metrics
- Co-managed a 3-week new hire training class with 60 participants
- Participated in focus groups and monthly calibrations to improve quality scoring and business processes
- Analyzed metrics and shared trends with leadership
- Provided consistent feedback, positive reinforcement, and corrective actions when necessary
- Monitored chat callback inbox and delegated tasks to meet turnaround service levels
Customer Service Agent
Healthcare Support Staffing
04.2020 - 07.2020
- Assisted residents with inquiries regarding unemployment claims via phone and chat
- Filed initial claims and all extended claims, providing status updates
- Reviewed claims for incomplete information and assisted claimants with updating information
- Served as SME, supporting teammates with questions while still meeting personal adherence, quality, and productivity goals
Patient Services Representative
Lash Group
Fort Mill
11.2018 - 01.2020
- Serviced providers and patients by providing billing and coding support, claims assistance, prior authorization assistance, coordination of benefits
- Conducted insurance benefits investigations and made alternate coverage referrals
- Researched and processed insurance claims, resolving any claim denials or underpayments
- Enrolled patients in drug assistance programs and initiated product replacement process
Benefit Verification Specialist
Lash Group
Fort Mill
11.2016 - 11.2018
- Verified patient insurance benefits information, accurately documenting
- Cost-share info, including copays, co-insurance, deductibles, and prior authorization requirements
- Identified any coverage restrictions and inquired about ways to overcome coverage limitations
- Referred patients to programs based on coverage type
Education
Bachelor of Science - Business Administration, Management
East Carolina University College of Business
Greenville, NC03-2026
Skills
- Administrative support
- Product knowledge
- Complaint resolution
- Problem solving
- Employee training
- Team leadership
Volunteer Experience
American Business Women’s Association, Limitless Ladies Chapter, Charlotte, NC, Co-chair Membership & Finance Initiatives, 03/01/21, Present, Establish long-term connections with professional women across the country, Sponsor recruitment events in person and virtually, Host monthly 'Money Talk' series covering budgets, credit building, and taxes
Timeline
Licensed Customer Experience Specialist I
Principal Financial Group
09.2021 - Current
Customer Service Supervisor
Healthcare Support Staffing
07.2020 - 09.2021
Customer Service Agent
Healthcare Support Staffing
04.2020 - 07.2020
Patient Services Representative
Lash Group
11.2018 - 01.2020
Benefit Verification Specialist
Lash Group
11.2016 - 11.2018
Bachelor of Science - Business Administration, Management
East Carolina University College of Business
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