AFSANA YASMIN
Niagara Falls,USA
Summary
Committed to delivering exceptional service and unmatched support, I strive for complete customer satisfaction. Possessing a solid grasp of customer service best practices, I excel at devising innovative solutions to effectively meet customer requirements.
Overview
7
7
years of professional experience
Work History
Care Management Support Coordinator II
Centene Corporation
12.2021 - Current
- Served as a primary point of contact for member, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered
- Managed a high volume of client requests, ensuring timely and effective service delivery
- Coordinated and monitored service activities to confirm work met all requirements
- Review/upload members required documents
- Contact vendors to send authorization
- Answered phone calls and responded to inquiries from customers, vendors and other external contacts
- Managed high-volume caseloads, ensuring timely completion of tasks and effective communication with clients
- Collaborated with interdisciplinary teams to provide comprehensive support services for clients, improving outcomes across multiple domains
Remote Customer Support Agent
Insight Global
04.2021 - 11.2021
- Made outbound calls to obtain account information
- Answered inbound calls, chats and emails to facilitate customer service
- Set up and activated customer accounts
- Made 150+ to make sure members completed their necessary assessments
- Worked effectively in fast-paced environments
- Skilled at working independently and collaboratively in a team environment
- Proven ability to learn quickly and adapt to new situations
- Passionate about learning and committed to continual improvement
- Assisted with day-to-day operations, working efficiently and productively with all team members
Customer Service Representative
Beyond Home Care
12.2019 - 03.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Responded to customer requests for products, services, and company information
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times
- Maintained accurate records of customer interactions, ensuring proper documentation within the company's database
- Stayed calm under pressure to and successfully dealt with difficult situations
- Followed up with customers about resolved issues to maintain high standards of customer service
- Met customer call guidelines for service levels, handle time and productivity
Insurance Customer Service Representative
K.S Billing and Associates
09.2017 - 09.2019
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Informed customers about billing procedures, processed payments and provided payment option
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner
- Set up customer payment plans to cover annual policies and renewals
- Enhanced customer satisfaction by efficiently managing auto claims and providing prompt resolutions
- Demonstrated expert knowledge of auto insurance policies and coverages, allowing for accurate assessment of damages and appropriate claim payouts
Education
Diploma (Level 4) - Accounting And Management
ACCA
FIA (Foundation in Accounting) - Accounting
ACCA
High School Diploma -
Fulshaind BL High School
Sylhet, Bangladesh Skills
- Inbound phone call handling
- Follow-up skills
- Workload Management
- Microsoft Office
- Microsoft Excel
- Call center experience
- Healthcare industry understanding
- Claims Processing
- HIPAA Compliance
- Multitasking and Organization
- Phone and Email Etiquette
- CRM Software
- Documentation and Recordkeeping
- Data Entry
Languages
Bengali
English
Hindi
Timeline
Care Management Support Coordinator II
Centene Corporation
12.2021 - Current
Remote Customer Support Agent
Insight Global
04.2021 - 11.2021
Customer Service Representative
Beyond Home Care
12.2019 - 03.2021
Insurance Customer Service Representative
K.S Billing and Associates
09.2017 - 09.2019
Diploma (Level 4) - Accounting And Management
ACCA
FIA (Foundation in Accounting) - Accounting
ACCA
High School Diploma -
Fulshaind BL High School