Shannon Bandy

I’m a customer service professional with 5+ years in high-volume environments supporting insurance claims, technical support, and customer-facing operations. I focus on de-escalating stressful situations, communicating clearly, and setting expectations that reduce confusion and repeat contacts.

In my current role as a Customer Service Advisor II at Concentrix, I process replacement orders and returns using an “Acknowledge, Align, Assist” approach to build trust. I diagnose hardware and service concerns to determine eligibility for replacements or repairs, set up return shipping and labels, and guide troubleshooting when replacements aren’t required—all while meeting productivity and CSAT targets and maintaining privacy compliance.

Before that, I worked as a Service Representative at Foundever (work from home), handling 40+ inbound calls daily for auto claims. I opened and documented new claims with accuracy, educated members on timelines and documentation needs, and resolved issues like rental coordination and repair inquiries, maintaining 95%+ quality scores and exceeding performance metrics in a fast-paced, metrics-driven setting.