# Shelley Carlson

Shelley Carlson is a remote worker on Himalayas, Authorization Specialist at American Home Shield / Frontdoor, based in United States.

Source: https://himalayas.app/@shelleycarlson

```text
Authorization Specialist at American Home Shield / Frontdoor who reviewed coverage and authorized eligible home repairs and replacements.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | United States |
| Authorized to work in | United States |
| Job categories | Customer Service Professional, Floor Coach, Member Service Representative, QA Specialist, Transfer Specialist |
| Skills | Customer Service, Warranty Operations, Claims and Coverage, Policy Interpretation, Escalation Resolution, Agent Coaching, Quality Assurance, Account Research, Wire Transfers, Fraud Prevention, Documentation Accuracy, Remote Customer Support, Outlook, Microsoft Teams, Zoom |
| LinkedIn | https://linkedin.com/in/shamarie-carlson-b407a774 |

## What I'm looking for

```text
I’m looking for fully remote work where I can support customers and coach agents. I already have a home-office setup and am prepared to use employer-provided computer equipment.
```

## About

```text
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

### Authorization Specialist

American Home Shield / Frontdoor. Jan 2019 - Jan 2026

```text
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.
```

Skills: Claims-and-Coverage, Policy-Interpretation, Documentation-Accuracy, Account-Research, Client-Communication

### Member Service Representative

TeleTech / TTEC. Jan 2012 - Jan 2018

```text
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.
```

Skills: Customer-Service, Account-Research, Wire-Transfers, Fraud-Prevention, Quality-Assurance, Compliance, Online-Banking-Support

### Floor Coach

2-10 Home Buyers Warranty / Frontdoor

```text
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.
```

Skills: Agent-Coaching, Escalation-Resolution, Quality-Assurance, Documentation-Accuracy, Policy-Application, Problem-Solving, Client-Communication

## Education

### Fort Lupton High School

General Education Diploma, General Education

```text
Earned a General Education Diploma from Fort Lupton High School.
```

## Tech stack

- Microsoft Teams
- Zoom
- Microsoft Outlook

To contact Shelley, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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