Alayzha Hodge
West Chester,PA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance to navigate systems. Effective at operating within regulations and department guidelines to manage telephone calls, emails, letters and in-person requests for assistance.
Overview
3
3
years of professional experience
Work History
Customer Service Specialist
Accucare
01.2022 - Current
- Utilized customer service software to manage interactions and track customer satisfaction.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Answered constant flow of customer calls with minimal wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Maintained and managed customer files and databases.
- Developed customer service improvement initiatives to decrease customer wait times.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Resolved concerns with products or services to help with retention and drive sales.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled customer inquiries and suggestions courteously and professionally.
- Tracked customer service cases and updated service software with customer information.
Computer Helpdesk Technician
Broadpath
07.2021 - 01.2022
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Monitored systems in operation and quickly troubleshot errors.
- Configured hardware, devices, and software to set up work stations for employees.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Documented support interactions for future reference.
- Assisted with updating technical support best practices for use by team.
- Maintained and updated Type customer service database.
- Researched product and issue resolution tactics to address customer concerns.
- Configured hardware and granted system permissions to new employees.
- Provided basic end-user troubleshooting and desktop support.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Walked individuals through basic troubleshooting tasks.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Responded promptly to incoming sales leads and requests for technical support.
- Provided on-call support for critical issues related to Software.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
Claims Associate
CCRES
03.2020 - 11.2021
- Examined reports, accounts, and evidence to determine integrity and accuracy of information.
- Checked documentation for accuracy and validity on updated systems.
- Notified insurance agents and accounting departments of policy cancellations and changes.
- Maintained accurate and up-to-date records of claim information for future reference.
- Communicated verification and authorization status updates with Type department to facilitate decision-making for patient admissions and insurance coverage.
- Negotiated claim settlements with claimants and attorneys to resolve claims efficiently and fairly.
- Developed in-depth understanding of insurance policies and procedures to give accurate recommendations to suit clients' needs.
- Generated, posted and attached information to claim files.
- Interviewed policyholders to verify information and obtain additional details.
- Analyzed and addressed escalated claims to resolve issues quickly.
- Collected premiums and issued accurate receipts.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Calculated adjustments, premiums and refunds.
- Followed up with customers on unresolved issues.
- Updated claims system to track claim status and provide relevant information to other department.
- Determined appropriateness of payers to protect organization and minimize risk.
- Modified, updated and processed existing policies.
- Monitored and managed claim expenses to control costs and maximize profitability.
- Maintained confidentiality of patient finances, records, and health statuses.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Verified client information by analyzing existing evidence on file.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Researched and analyzed complex claims to determine next steps and possible outcomes.
- Collaborated with internal departments and external vendors to achieve fast resolution of claims.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Processed and recorded new policies and claims.
- Prepared and presented detailed reports to management on claims issues to aid in decision making.
- Developed and implemented strategies to improve claim processes.
- Investigated accidents or incidents to determine cause and extent of damages.
- Posted payments to accounts and maintained records.
- Coordinated with contracting department to resolve payer issues.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Communicated effectively with staff members of operations, finance and clinical departments.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
Education
Bachelor Of Applied Science - Psychology
Lock Haven University of Pennsylvania
Lock Haven, PASkills
- Process Optimization
- Special Requests
- Good Communication Skills
- Project Management
- Inputting Claims
- Energy Conservation
- Data Evaluation
- Senior Leadership Support
- Effective Written and Verbal Communication
- Customer Service and Assistance
- Call Centers
- Customer Relations
- Customer Order Management
- Customer Service
- Complaint Reviews
- Field Operations Support
- Benefits Explanations
- Persuasive Techniques
- Telephone Etiquette
- Excellent Written and Oral Communication
- Schedule Mastery
- Team-Building Exercises
- High-Volume Call Environments
- Problem Resolution
- Claim Validity Determination
- Delinquency Monitoring
- Collaborative Environments
- Microsoft Office
- Regulatory Compliance
- Document and Records Management
- POS Systems and Ordering Platforms
- Policy and Procedure Adherence
- Order and Refund Processing
- Accurate Recordkeeping
- Calm and Professional Under Pressure
- Customer Data Confidentiality
- Communications Strategies
- Billing Adjustments and Refunds
- Portal Systems
- Livechat Messaging
- First-Tier Technical Support
- Online Chat
- Complex Product Knowledge
- Process Transactions
- Microsoft Access
- Customer Information Databases
- AVAYA Aura
Timeline
Customer Service Specialist
Accucare
01.2022 - Current
Computer Helpdesk Technician
Broadpath
07.2021 - 01.2022
Claims Associate
CCRES
03.2020 - 11.2021
Bachelor Of Applied Science - Psychology
Lock Haven University of Pennsylvania
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