Shelley Sain
Nashville
Summary
Accomplished professional seeking a position to leverage leadership, analytical, and communication skills in achieving desired outcomes and elevating programs. Demonstrated ability to perform effectively under pressure and consistently deliver successful results with minimal supervision. Foundation built upon honesty, teamwork, and a positive attitude, which have been instrumental in past success. Proven track record in cultivating client relationships, engaging in interpersonal communication at all levels, and coordinating teams effectively. Recognized as a strategy and data-driven professional with strong organizational skills, sound judgment, and critical-thinking capabilities. Regarded as a true leader among leaders, characterized by a results-oriented approach and an innate ability to influence others.
Overview
13
13
years of professional experience
Work History
Agent & Customer Relationship Specialist II
Openly LLC
04.2021 - 01.2025
- Licensed Producer tasked with addressing issues and revising policies for agents and insureds while upholding established standards and executing appropriate processes
- Collaborated with fellow team members and/or other departments to collect information necessary for enhancing the overall quality
- Reviewed policies to ensure their accuracy and support all necessary updates
- Strived to provide a comprehensive, personalized service experience for all users
- Served as the primary point of contact, fostering positive experiences for both our agents and insureds across the nation
- Established friendly, prompt support to agents and insureds through phone, email, and chat
- Addressed and resolved any issues that may arise for all agents and insureds
- Aided in troubleshooting user problems within the Openly portal
- Ensured the processing of payments for agents and insureds are carried out efficiently
Quality Assurance & Document Specialist
Lyft HQ
10.2019 - 05.2020
- Tasked with ensuring regulatory accuracy of transportation compliance in both the United States and Canada
- Verified drivers and assuring adherence to industry specifications, standards, regulations, and laws
- Primary point of contact for escalations, with the objective of fostering positive experiences
- Responsible for the QA program related to international transportation regulatory compliance
- Aided in training sessions for new market launches and product updates have been facilitated
- Named opportunities related to processes, products, and behaviors in collaboration with key stakeholders (Quality Review)
- Established relationships with various Field Operations team members, including conducting monthly check-ins with local operations leads to enhance the relationship between the Field Operations and CET organizations
- Provided support for latest content and workflows in response to regulatory changes to facilitate the expansion of US and Canadian operations
Driver Payments Specialist (Compensation)
Lyft HQ
01.2018 - 10.2019
- Oversaw escalation channel health for the global support teams including Tier 1 support teams, community associates, local leadership, and executive teams
- Maintained expertise in cross-functional roles while working in a dynamic and quickly evolving environment
- Main point of contact for escalations, creating delightful experiences for our drivers and riders nationwide
- Conducted new hire training and onboarding for payments experience
- Full customer-based personalized service experience
- Provided friendly, prompt support to platform users
- Resolved earning and/or promotion issues
- Responsible for closed-loop feedback for experience gaps
- Troubleshot user problems within the Lyft app
Scheduling Coordinator
Premier Radiology
10.2016 - 12.2017
- Connected with provider offices to obtain patient scheduling information
- Researched various health ailments to ensure patients are receiving proper radiological appointments
- Reviewed and maintained the queue obtaining suggested appointment times for patients
- Scheduled office and hospital-based medical procedures for patients with proper provider and time/location slot, utilizing appropriate scheduling code
- Confirmed patient's insurance provider, assisted in obtaining prior authorizations from insurance provider
- Ensured patients have proper medical clearance and pre-surgical testing as needed
- Completed pre-procedure phone calls and confirms appointment times with patients via telephone
- Liaised and coordinated with healthcare professionals about schedules, patients, and any changes
- Researched internal programs to ensure no scheduling conflicts occur
- Offered the highest sensitivity level supported when viewing patient accounts
- Assured internal queue inquiries answered promptly
Scheduling & Claims Coordinator
Cox Family Dentistry
10.2011 - 10.2016
- Worked to ensure a positive experience for customers
- Coordinated staffing, scheduling, and payroll operations
- Assisted with insurance claim administration and ensured payment reconciliation
- Documented medical claim actions by completing forms, reports, logs, and records
- Ensured legal compliance by following company policies, procedures, and guidelines, as well as state and federal insurance regulations
- Determined covered medical insurance losses by studying provisions of policy or certificate
- Scheduled appointments for patient consultations, procedures, and visits with medical personnel
- Provided technical support to colleagues, resolving IT-related issues promptly to minimize downtime.
Education
Personal Lines Producer License
Kaplan Financial Ed
Nashville, TN05.2021
Registered Dental Assistant License
Remington College
Nashville, TN01.2010
Skills
- Collaboration and communication
- Quality assurance
- Problem-solving skills
- Analytical thinking
- Detail-oriented
- Editing and proofreading
- Internal auditing
- Compliance monitoring
- Customer service and care
- Training and mentoring
- In-depth technical knowledge
- Corrective and preventive actions
- Documentation review
- Standard operating procedures
Industry Training
- Unconscious Bias
- Crucial Conversations
- Emotional Intelligence
- Time Management
- Quality Assurance
- Ninjio Software Security
- Cyber Security Awareness
- Preventing Workplace Harassment
- Protecting Customer Information
- Creating a Respectful Remote Workplace
- Bystander Intervention
Computer Experience
- Google Suite
- Oracle
- MS Office
- PeopleSoft
- Twilio
- 8x8
- Checkr Background System
- JIRA
- Stripe
- Workday
- Slack
- Zendesk
- Email & Chat
- Web and Social Skills
- ClickUp
- Retool
- One Inc
- Talk Desk
- Dialpad
- TextExpander
- SnapSheet
- DocuSign
- Notion
- Sparrow
- Trailiant
- Okta
- Lattice
- Ramp
- Paylocity
Timeline
Agent & Customer Relationship Specialist II
Openly LLC
04.2021 - 01.2025
Quality Assurance & Document Specialist
Lyft HQ
10.2019 - 05.2020
Driver Payments Specialist (Compensation)
Lyft HQ
01.2018 - 10.2019
Scheduling Coordinator
Premier Radiology
10.2016 - 12.2017
Scheduling & Claims Coordinator
Cox Family Dentistry
10.2011 - 10.2016
Personal Lines Producer License
Kaplan Financial Ed
Registered Dental Assistant License
Remington College
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