APRIL HOSKINS
Humble
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
16
16
years of professional experience
Work History
Billing Support Specialist/Mailroom Clerk
Maximus
10.2024 - Current
- Sort incoming and outgoing mail and packages, and distribute them to the correct departments or individuals.
- Log all incoming and outgoing mail and packages, often using a computer system to track details like courier, date, and recipient.
- Receive, scan, and process packages for delivery and manage the pickup of outgoing mail.
- Assist employees and customers with mail services, which includes explaining different services and helping them fill out necessary forms.
- Maintain an organized inventory of mailroom supplies and order new ones as needed.
- Handle related administrative duties such as making copies, sending faxes, and processing return mail.
- Perform physical labor such as carrying and lifting moderate to heavy mail and packages, and spend prolonged periods standing.
- Resolve issues with mail delivery and address any problems that arise.
Healthcare Customer Service Representative
Acclara
12.2021 - 10.2024
- Answering member inquiries regarding healthcare claims and coverage. Verifying and explaining insurance benefits to customers.
- Assisting with the processing of healthcare claims and explaining claim statuses. Resolving billing-related questions and concerns.
- Providing information on healthcare plans, policies, and benefits. Assisting members in obtaining authorizations for medical services.
- Collaborating with other departments to address and resolve customer issues. Documenting customer interactions and maintaining accurate records.
Dispatch Coordinator
Watco Transloading
04.2018 - 12.2021
- Managing high volumes of inbound calls from customers, drivers, or technicians, and addressing service requests, queries, or emergencies.
- Maximizing fleet utilization by optimizing dispatch routes, assigning resources efficiently, and minimizing idle time or delays.
- Monitoring real-time progress of shipments, deliveries, or service technicians to identify potential delays or issues and resolve them proactively.
- Communicating with drivers, clients, and internal teams to provide updates on delivery or service status, addressing concerns, and ensuring clear instructions are followed.
Customer Service Representative
Target
02.2016 - 04.2018
- Answering inbound calls and addressing customer inquiries promptly and efficiently. Providing accurate information regarding Target’s products, services, promotions, and policies.
- Assisting customers with order tracking, returns, exchanges, and refunds. Handling billing and payment inquiries, including processing payments or resolving disputes.
- Escalating issues to supervisors or relevant departments when necessary. Ensuring customer satisfaction by resolving issues in a timely and courteous manner.
- Utilizing internal systems like CRM software to update customer information and document interactions. Offering additional support through live chat or email if needed.
Customer Service Representative
Assurion
03.2010 - 02.2016
- Handling inbound calls from customers regarding product inquiries, purchases, payments, and billing questions
- Providing technical support and troubleshooting assistance for electronic devices, software, and other technical products
- Assisting customers with warranty claims, replacements, and repairs for faulty or damaged products
- Utilizing company systems and databases to access customer information,process orders, and update account details.
Education
High School Diploma -
Phillis Wheatley
Skills
- Insurance Verification
- Call center experience
- Remote Operations
- Data Entry
- Email Support
- Chat Support
- Claims
- ICD-10 Proficiency
- HIPAA knowledge
- Claim Denials Management
- CRM Software
- Customer Engagement
- Attention to Detail
- Time Management
- Problem-solving skills
- Call Routing
- Escalation management
- Billing
- Payment Processing
Timeline
Billing Support Specialist/Mailroom Clerk
Maximus
10.2024 - Current
Healthcare Customer Service Representative
Acclara
12.2021 - 10.2024
Dispatch Coordinator
Watco Transloading
04.2018 - 12.2021
Customer Service Representative
Target
02.2016 - 04.2018
Customer Service Representative
Assurion
03.2010 - 02.2016
High School Diploma -
Phillis Wheatley