SHANNA BROADNAX

Provided expert guidance to clients on insurance policies by assessing needs and recommending tailored coverage options. Supported the application and underwriting process with accurate documentation while maintaining compliance and building long-term client relationships.

Handled customer transactions with a friendly, seamless experience while using store technologies to improve operational efficiency. Resolved customer issues quickly while maintaining strict security and privacy for customer information and supporting loyalty initiatives.

Conducted outbound calls to customers with delinquent accounts, verified identities, and processed debit card payments using authorized scripts. Negotiated tailored payment plans and maintained accurate records of account payment details and contact updates for follow-up.

Responded to customer and healthcare provider inquiries via chat and phone, ensuring HIPAA-compliant handling of sensitive information. Assisted with insurance claims support by reviewing medical records, facilitating orders and supply tracking, and helping teammates with ticket resolution.

Resolved customer inquiries related to TurboTax software usage and troubleshooting through chat support while providing accurate information. Documented chat interactions and resolutions in Salesforce and managed support tickets to maintain complete records for follow-up.

Provided chat-based customer assistance for online order placement, website navigation, and technical issues while handling order tracking and adjustments with management approval. Supported new-hire training during peak seasons, helping reduce call center wait times by two hours.

Studied Psychology at Georgia State University as a senior-level student.