ASHLEY Wilson
Wellford,SC
Summary
Dynamic leader with a proven track record at Luminare Health, excelling in customer service supervision and team development. Expert in complaint resolution and Microsoft Office, I enhanced customer satisfaction and streamlined service policies. Skilled in fostering customer relationships and mentoring staff, I consistently achieved and surpassed service goals.
Overview
14
14
years of professional experience
Work History
Customer Service Supervisor
Trustmark Health Benefits/Luminare
10.2022 - Current
- Improved customer service standards with proactive assessments of staff performance and constructive feedback
- Drove customer satisfaction with swift and successful handling of escalated complaints
- Planned schedules and monitored employee attendance to meet shift coverage goals
- Managed accurate team payroll for personnel, verifying and submitting accurate time reports
- Stayed up to date with policy, process and regulatory changes for customer interactions
- Assisted with development and implementation of service policies
- Mentored team members to apply quality customer service techniques and foster satisfaction
Senior Customer Service Representative
Trustmark Health Benefits/Luminare
01.2021 - Current
- Maintained service quality standards by monitoring and mentoring customer service staff
- Restored satisfaction and loyalty in members/providers with serious concerns by using expert communication skills and smoothly resolving various problems
- Delivered high-quality service to members/providers by following optimal procedures and implementing creative solutions
- Handled escalated customer issues on behalf of customer service team members
- Guided customers through advanced concerns and reduced future call burden with first-call resolutions
- Defined problems and draw valid conclusions to build effective solutions for customers and staff
Customer Service Representative
Trustmark Health Benefits
11.2020 - Current
- Delivered fast and friendly service to handle questions and service complaints
- Collaborated with colleagues and co-workers to deliver quality customer experience
- Documented, researched and resolved customer service issues
- Collaborated across departments to resolve customer-related issues
- Managed customer calls efficiently in fast-paced call center environment
- Met personal, team and company goals in customer service environment
- Contacted customers to respond to inquiries or notify of claim investigation results or adjustments
Front Office Manager/ Patient Account Specialist
ProAxis Physical Therapy
Boiling Springs, SC
05.2011 - 09.2020
- Prepared patients account with insurance updates and verification
- Ensure co pays collected each visit
- Ensure clinic is on target for visits per therapist
- Ensure clinics is on target for budgeting (MONTHLY AND YEARLY)
- Ensure clinics are appropriately staffed while staff are out sick or vacation
- Manage float staff schedules, paid time, and any other issue that may arise
- Order supplies for the clinic
- Manage vacation time for all staff in the office to ensure clinic meets goals
- Community outreach to physicians and staff.
- Ensure claims are filled and processed.
- Tracking and meeting weekly patient goals.
- Setting up events in the community for public outreach yearly
- Setting up in service for physical therapist.
- Financial counseling
- Basic Medical needs
- Scheduling appointments for all patients to ensure proper care during treatment
- Triage
- Insurance verification
- Training and continued education for staff.
Education
High School -
Blue Ridge High School
Nursing Assistant Certification -
American Red Cross
Associate - applied science declared, Marketing/business management
Greenville Technical College
Skills
- Microsoft Office-Word
- Excel
- Office
- Work prioritization
- Complaint resolution
- Report Generation
- Team Development
- Administrative Support
- One call resolution
- Customer Service
- Customer relationship management (CRM)
- Creative solutions
- Root-cause analysis
References
References available upon request.
Timeline
Customer Service Supervisor
Trustmark Health Benefits/Luminare
10.2022 - Current
Senior Customer Service Representative
Trustmark Health Benefits/Luminare
01.2021 - Current
Customer Service Representative
Trustmark Health Benefits
11.2020 - Current
Front Office Manager/ Patient Account Specialist
ProAxis Physical Therapy
05.2011 - 09.2020
High School -
Blue Ridge High School
Nursing Assistant Certification -
American Red Cross
Associate - applied science declared, Marketing/business management
Greenville Technical College
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