Shelley Carlson
@shelleycarlson
Authorization Specialist at American Home Shield / Frontdoor who reviewed coverage and authorized eligible home repairs and replacements.
United StatesWhat I'm looking for
At American Home Shield / Frontdoor, I reviewed contractor diagnoses, repair recommendations, contract terms, and claim documentation to determine coverage and authorize eligible repairs or replacements. I also researched complex coverage issues and explained decisions to homeowners and contractors.
As a Floor Coach at 2-10 Home Buyers Warranty / Frontdoor, I provided real-time support to 6–8 customer service agents and handled supervisor escalations through resolution. I coached agents on documentation accuracy, policy application, and customer communication.
At TeleTech / TTEC — USAA Banking Services, I assisted members with account inquiries and online banking support, researched account concerns, and verified wire transfer information. I also educated members on fraud prevention and evaluated agent calls for accuracy, compliance, and customer service.
Experience
Work history, roles, and key accomplishments
Authorization Specialist
American Home Shield / Frontdoor
Jan 2019 - Jan 2026 (7 years)
Reviewed contractor diagnoses, repair recommendations, contract terms, and claim documentation to determine coverage and authorize eligible repairs or replacements. Researched complex coverage issues and resolved documentation discrepancies.
Member Service Representative
TeleTech / TTEC
Jan 2012 - Jan 2018 (6 years)
Assisted members with account inquiries, statement reviews, deposits, holds, fee questions, and online banking support. Researched account concerns, processed fee refunds, and verified wire transfers in accordance with banking procedures.
Floor Coach
2-10 Home Buyers Warranty / Frontdoor
Provided real-time support to 6–8 customer service agents on account, coverage, claim, contractor, and charge-related questions. Handled supervisor escalations and coached agents on documentation accuracy and professional communication.
Education
Degrees, certifications, and relevant coursework
Fort Lupton High School
General Education Diploma, General Education
Earned a General Education Diploma from Fort Lupton High School.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Social media
Job categories
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