Alexandrea Byrum
Montgomery,TX
Summary
Dynamic, customer-centric professional with extensive experience in customer service, claims investigation, and problem resolution within healthcare and retail sectors. Recognized for exceptional decision-making, communication, and conflict resolution abilities, consistently enhancing customer satisfaction and operational efficiency. Proven track record of thriving in high-volume environments while delivering outstanding front-line service. Committed to fostering positive customer experiences and driving continuous improvement in service quality.
Overview
13
13
years of professional experience
Work History
Customer Care Representative
Optum
Montgomery, TX
10.2023 - Current
- Delivered exceptional customer service by assisting members, providers, and insurance carriers with inquiries regarding healthcare claims, benefits, and coverage.
- Demonstrated strong-problem solving skills, attention to detail, and ability to work in a high-volume, fast paced healthcare environment.
- Collaborated with internal teams to streamline claims workflows and improve overall customer satisfaction.
- Research and resolve claim discrepancies related to coding using ICD-10, Revenue Codes, HCPCS codes, and CPT codes.
- Provided exceptional explanations of billing procedures, policy benefits, and claims outcomes to providers and members while documenting proper notes for claims status, adjustments, and resolutions in claims system.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service Representative
The Home Depot
Houston, TX
12.2020 - 08.2021
- Delivered outstanding customer service by assisting shoppers with purchases, returns, exchanges, and product inquiries.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business with customers through active listening, showing empathy, and executing their needs.
- Managed approximately 50 calls daily efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Supported store operations by working overtime, multitasking in high-volume environments, and collaborating with team members.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
E1
United States Army
Ft. Jackson, SC
06.2015 - 10.2015
- Demonstrated discipline, adaptability, and strong work ethic while serving in high pressure and structured environments.
- Developed strong leadership while applying advanced problem solving and critical thinking skills to make effective decisions under pressure.
- Maintained high standards of organization, accuracy, and compliance with detailed procedures and policies.
- Developed excellent communication skills by coordinating across teams, leaderships, and battalions.
Office Assistant
Town & Country Plastic Surgery
Houston, TX
08.2012 - 09.2014
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
- Arranged supplies and instrumentation to meet needs of individual surgeons and enhance team efficiency.
- Provided compassionate care to patients throughout their surgical experience, easing anxiety and ensuring comfort.
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Provided excellent customer service by greeting patients, answering calls, and addressing questions with professionalism and compassion.
- Elevated executive productivity, managing complex calendars and arranging travel itineraries.
Education
High School Diploma -
Memorial High School
Houston, TX03.2015
TX- All-Lines Insurance Adjuster License - Insurance Adjuster
MOCAT
Houston, TX08-2023
Skills
- Decision-making
- Data entry
- Call center experience
- Attention to detail
- Claims investigation
- Friendly, positive attitude
- Problem-solving and critical thinking
- Customer service
- Organization and time management
- Excellent communication
- Knowledge of ICD-10, CPT, HCPCS and Revenue Codes
Timeline
Customer Care Representative
Optum
10.2023 - Current
Customer Service Representative
The Home Depot
12.2020 - 08.2021
E1
United States Army
06.2015 - 10.2015
Office Assistant
Town & Country Plastic Surgery
08.2012 - 09.2014
High School Diploma -
Memorial High School
TX- All-Lines Insurance Adjuster License - Insurance Adjuster
MOCAT