Alexus Wilson
Clinton,MS
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
Work History
Senior Assistant Customer Support
Gainwell Technologies
08.2019 - 09.2023
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information to members and providers.
- Utilized CRM software to track customer interactions, ensuring timely follow-up on open cases or escalations as needed.
- Enhanced billing accuracy by diligently reviewing Medicaid claims and identifying discrepancies.
- Streamlined the billing process for improved efficiency through implementing better organization and filing systems.
- Reduced claim denials by proactively addressing potential issues prior to submission.
- Maintained up-to-date knowledge of Medicaid regulations, ensuring full compliance in all billing practices.
- Collaborated with healthcare providers to obtain necessary documentation for accurate billing and reimbursement.
- Developed strong working relationships with Medicaid representatives, facilitating smooth communication and expedited problem resolution.
Member Service Representative
Molina Healthcare
04.2016 - 07.2019
- Improved member satisfaction by responding promptly and professionally to Medicaid inquiries.
- Processed Medicaid applications accurately, ensuring timely access to healthcare services for eligible members.
- Assisted clients in understanding their Medicaid benefits, explaining complex regulations and policies with clarity.
- Collaborated with healthcare providers to resolve billing issues, facilitating prompt payment of claims.
- Conducted thorough reviews of eligibility documentation, maintaining compliance with state and federal guidelines.
- Handled sensitive client information with discretion, adhering to HIPAA privacy regulations at all times.
- Managed a high volume of case files, prioritizing tasks effectively to meet strict deadlines consistently.
- Demonstrated excellent customer service skills while assisting diverse populations with various needs related to Medicaid benefits.
Retention Agent
Comcast
09.2014 - 03.2016
- Enhanced customer satisfaction by addressing concerns and resolving issues promptly.
- Increased client retention rates through personalized service and relationship building.
- Improved communication within the team for better collaboration and problemsolving.
- Initiated proactive outreach to customers at risk of cancellation, leading to increased loyalty.
- Managed high call volume while maintaining a professional demeanor, resulting in positive feedback from customers.
- Developed rapport with clients by understanding their needs and offering tailored solutions.
- Utilized CRM systems to track interactions with customers, allowing for more personalized service in future engagements.
- Implemented upselling techniques based on client preferences, generating additional revenue opportunities without compromising satisfaction levels.
Education
High School Diploma -
Cornerstone Christian Correspondence School
Clinton, MS07.2014
Skills
- Escalation Management
- Training and Mentoring
- Complaint Handling
- CRM Proficiency
- Client Relationship Building
- Strong Work Ethic
- Active listening
- Product knowledge
- Conflict resolution
- Empathy and understanding
- Adaptability and flexibility
- Multitasking capabilities
- CRM Software
- Account Management
- Customer Service
- Call Center Operations
- Microsoft Office
- Salesforce CRM
- Complaint Investigation
- Problem Resolution
- Issue and Complaint Resolution
Timeline
Senior Assistant Customer Support
Gainwell Technologies
08.2019 - 09.2023
Member Service Representative
Molina Healthcare
04.2016 - 07.2019
Retention Agent
Comcast
09.2014 - 03.2016
High School Diploma -
Cornerstone Christian Correspondence School