Shannan M.
Mid-Level Healthcare Customer Support Specialist
Open to offersNew to PlatformAbout
Shannan S. is a results-driven Customer Support Specialist with a robust background in healthcare, insurance, and telecommunications sectors. She has a proven ability to manage high-volume communications, resolve complex billing and technical issues, and maintain compliance in fast-paced environments. At Eperformax, she provided comprehensive email support for eBay, managing marketplace disputes and order issues with precision. During her tenure at Optum Global Solutions, she handled prior authorization determinations, facilitating patient access to medications by collaborating with clinical teams. Her roles at Concentrix involved addressing high-volume provider inquiries related to medical claims for Anthem and troubleshooting network connectivity for Sprint/T-Mobile customers. Most recently, at Ttec, she assisted Verizon Wireless customers with device and billing support. Proficient in HIPAA Compliance, network troubleshooting, and utilizing CRM platforms, Shannan adeptly employs tools like Microsoft Teams and Google Workspace for efficient remote collaboration.
Experience
Outbound Support - Prior Authorization Determinations (Optum Specialty)
Optum Global Solutions · 2022 — 2024Executed prior authorization (PA) determinations through structured outbound calls to healthcare providers and members. Clearly communicated complex coverage outcomes and required clinical documentation. Ensured compliance by maintaining accurate documentation within secure PA systems and collaborated with internal clinical teams to support timely access to specialty medications.Customer Service Representative - Verizon Wireless
Ttec · 2024 — 2024Provided support to telecommunications customers, addressing billing inquiries, device support, and plan adjustments. Effectively resolved technical and network issues while maintaining professionalism. Processed device upgrades and payments with accuracy, ensuring meticulous documentation of customer interactions and consistent achievement of performance targets.Inbound Support Representative - Anthem Provider Services
Concentrix · 2019 — 2021Addressed a high volume of inquiries from providers about medical claims, member eligibility, and prior authorization requirements. Resolved complex billing and policy questions to optimize provider operations while supplying accurate guidance on Anthem's processes and benefits. Documented all interactions to meet stringent quality assurance and compliance standards.Customer Service Representative - Sprint / T-Mobile
Concentrix · 2019 — 2021Assisted customers with inquiries related to billing, plan optimization, device troubleshooting, and account updates. Used clear communication to troubleshoot network connectivity issues and processed secure payments and service modifications accurately. Logged detailed interactions in CRM platforms while meeting performance and first-call resolution goals.Customer Service Representative – Email Support (eBay)
Eperformax · 2019 — 2019Provided email support to eBay buyers and sellers worldwide, addressing account, transaction, and platform-related inquiries with a focus on accuracy and professionalism. Handled complex marketplace disputes and billing questions while ensuring high standards of written communication and customer satisfaction.
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