Open to opportunities

Shequoia Shuman

@shequoiashuman

Message

Customer Care Associate with 6+ years resolving insurance and healthcare customer issues.

United States

Message

What I'm looking for

I’m looking for a customer care role where I can own inbound support, meet strict SLA/QA standards, and improve outcomes with structured problem-solving—ideally in insurance or service environments that value quality, compliance, and teamwork.

I’m a Customer Care Associate with 6+ years in high-volume call centers, supporting healthcare and service-based customers while applying transferable strengths to life insurance and annuity policyholder support. I handle 80–100 inbound calls daily, consistently delivering 98% quality assurance scores and exceeding SLA targets by 20% through clear communication and precise documentation.

I’m confident navigating 4–6 systems at once, de-escalating complex concerns, and resolving 95% of issues on first contact. From my work across Care Support Specialist, Call Center Specialist, and Patient Services Representative roles, I’ve improved CSAT to 96–97%, reduced escalations and repeat contacts (including an 18% reduction in repeat calls), and helped lower average handle time by 15% without sacrificing service quality.

Experience

Work history, roles, and key accomplishments

Current

Customer Care Associate

Current

Build With Ferguson

Mar 2020 - Present (6 years 2 months)

Managed 80–100 daily inbound customer calls, achieving 98% QA scores and exceeding SLA targets by 20%, while maintaining 96% CSAT. Resolved inquiries by navigating 4–6 systems, documenting 100% of interactions in CRM, and reducing repeat calls by 18% through effective escalation collaboration.

Customer Service Call Center Operations Inbound Calls CRM Systems SLA Call Documentation And Data Accuracy

Customer Support Representative

Atento

Jan 2017 - Feb 2020 (3 years 1 month)

Handled 75–95 daily inbound and outbound calls, maintaining 97% customer satisfaction and 99% SLA adherence through prioritization and multitasking across systems. Reduced escalations by 22%, improved data quality by 20% with accurate documentation, and supported onboarding that increased training outcomes by 25%.

Customer Support Inbound Calls CRM Systems SLA Escalation Handling Customer Satisfaction Multitasking

Patient Services Representative

Liberty Regional Medical Center

Aug 2012 - Dec 2016 (4 years 4 months)

Managed 60–80 daily inbound calls, assisting with account inquiries and service coordination while maintaining 99% accuracy in documentation and service requests. Improved processing efficiency by reducing delays by 20% through better workflow support, while resolving concerns within SLA timeframes and maintaining privacy compliance.

Customer Service Inbound Calls Privacy And Compliance SLA Communication Skills