Ashley Luster
Belleville,IL
Summary
Proven track record in enhancing customer satisfaction and streamlining workflow at Cahokia Unit School District 187, showcasing expertise in call management and exceptional complaint resolution skills. Excelled in roles requiring meticulous attention to detail and robust customer service capabilities, achieving significant improvements in operational efficiency.
Overview
16
16
years of professional experience
Work History
High School Secretary
Cahokia Unit School District 187
04.2024 - Current
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Processed student registrations and withdrawals.
- Documented attendance, grades and test scores to update permanent records for more than 150 students.
- Performed clerical and administrative support duties to optimize workflow procedures.
- Exercised judgment within school policy guidelines to alleviate principal's workload.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
Disability Claims Specialist
Allsup, Inc.
02.2015 - 11.2022
- Responded to customer inquiries, according to productivity and quality standards.
- Answered between 60 to 75 calls daily with no call abandonment.
- Accessed claimant's record to interpret , gather, and convey information to claimant.
- Interviewed claimant's by phone to complete Social Security Disability applications and additional forms, ensuring deadlines were met.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Generated, posted and attached information to claim files.
- Checked documentation for accuracy and validity on updated systems.
Customer Service Representative
Aerotek
01.2014 - 05.2014
- Utilized customer service software to manage interactions and track customer satisfaction.
- Provided dental insurance benefit information to more than 60 dentists and patients daily.
- Assisted patients with understanding dental benefits; such as annual maximum and deductibles.
- Promptly responded to inquiries and requests from prospective customers.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Prior Authorization Specialist
Kelly Services
09.2012 - 09.2013
- Prepared and distributed denial letters, detailing reasons for denial and possible appeal measures.
- Verified eligibility and compliance with authorization requirements for service providers.
- Reached out to insurance carriers to obtain prior authorization for medications and medical supplies.
- Researched denied claims and contacted insurance companies to resolve these issues.
- Obtained and logged accurate patient insurance and demographic information for use by insurance providers and medical personnel.
- Fielded more than 100 daily telephone inquiries on authorization details from plan members and medical staff.
Customer Service Representative
Realtime Results
06.2008 - 05.2011
- Processed more than 75 daily customer service orders promptly to increase customer satisfaction.
- Responded to customer requests for products, services, and company information.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions for AT&T home services.
- Responded proactively and positively to rapid change.
- Cross-trained and backed up other customer service managers.
Education
High School Diploma -
Cahokia Senior High School
Cahokia, ILSkills
- Complaint resolution
- Call Management
- Appointment Scheduling
- School records management
- Documentation proficiency
- Customer Service
- Teamwork and Collaboration
Timeline
High School Secretary
Cahokia Unit School District 187
04.2024 - Current
Disability Claims Specialist
Allsup, Inc.
02.2015 - 11.2022
Customer Service Representative
Aerotek
01.2014 - 05.2014
Prior Authorization Specialist
Kelly Services
09.2012 - 09.2013
Customer Service Representative
Realtime Results
06.2008 - 05.2011
High School Diploma -
Cahokia Senior High School
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