Ada Newsuan
Georgetown,SC
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
7
7
years of professional experience
Work History
Front Desk Assistant
Hampton Inn By Hilton
2024.06 - Current
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained professional and welcoming front desk area, setting a positive first impression for guests.
- Facilitated smooth operations during peak times with effective multitasking skills, managing multiple guest interactions simultaneously.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Trained new staff members in customer service techniques and hotel operations.
CALL CENTER CUSTOMER SERVICE
United Health Care
2020.12 - 2024.06
- Provided support to 80+ customers per day via email, phone support, and company live chat
- Responded to all customer inquiries in a timely manner regarding order updates and product requests, and resolved all issues following company protocol
- Operated in a fast-paced environment while documenting accurate call and email notes and maintaining positive interactions
- Met or exceeded call speed, accuracy, and volume benchmarks on a consistent basis
- Contacts physician offices according to Department guidelines to request missing information from authorization requests or for additional information.
- Enhanced member experience by providing exceptional customer service and maintaining a clean, welcoming fitness center environment.
- Adapted quickly to changes in company products and services, ensuring accurate information was relayed to potential customers during calls.
- Maintained accurate records of service calls and customer interactions for training and accountability purposes.
- Increased customer retention through effective communication and professional demeanor during service calls.
Claims Specialist (Remote)
Blue Cross Blue Shield of NC
2019.08 - 2020.12
- Performed company administrative duties clerical: Analyzed customer entries in company database for inaccuracies, responded to customer emails, and developed call scripts for phone and email correspondence
- Verified details with policyholders and requested additional information
- Walked customers through claim process, and answered any general questions
- Provides telephone, clerical, and data entry support for Care Review team
- Checked documentation for appropriate coding, catching errors, and making revisions.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Managed high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
Quality Assurance Specialist
Blue Cross Blue Shield of SC
2017.06 - 2019.07
- Ensured necessary documents and notation was entered into company CRM system accurately and in timely manner
- Reviewed agent phone and email interactions to assure agents are following company scripts and protocols to assure customer satisfaction
- Monitored general Quality Assurance for e-mail correspondence and responded to customer emails
- Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues
- Contributed to business growth by confirming customer satisfaction with service and quality
- Partnered with training and operational leaders to develop strategies to enhance customer experience.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Ensured product compliance with industry regulations by staying up to date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
- Optimized workflow efficiency by introducing automation tools into the QA process where appropriate.
Education
Associate of Science - Medical Billing And Coding
Ultimate Medical Academy
Clearwater, FL03.2020
Skills
- Quality Assurance Experience
- Advance Microsoft Office Navigation
- Payment and Sales knowledge
- Customer Service
- 55 WMP typing speed
- CRM software
- Collaboration
- Conflict Resolution
- Hospitality services
- Time Management
- Problem-solving skills
- Excellent Communication
- Administrative Skills
- Cash Handling
- Complaint resolution
- Conflict Management
Timeline
Front Desk Assistant
Hampton Inn By Hilton
2024.06 - Current
CALL CENTER CUSTOMER SERVICE
United Health Care
2020.12 - 2024.06
Claims Specialist (Remote)
Blue Cross Blue Shield of NC
2019.08 - 2020.12
Quality Assurance Specialist
Blue Cross Blue Shield of SC
2017.06 - 2019.07
Associate of Science - Medical Billing And Coding
Ultimate Medical Academy
Similar Profiles
Margaret GoodeMargaret Goode
Front Desk Agent & Head Housekeeper at Hampton Inn By Hilton/ Holiday Inn ExpressFront Desk Agent & Head Housekeeper at Hampton Inn By Hilton/ Holiday Inn Express
Rochelle PhillipsRochelle Phillips
Front Office Manager at Hampton Inn By HiltonFront Office Manager at Hampton Inn By Hilton
Sundus AdenSundus Aden
Night Auditor at Hampton Inn By HiltonNight Auditor at Hampton Inn By Hilton