Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Brandi Goff

Dunbar,WV

Summary

Knowledgeable and dedicated.

Customer Service Representative with 10+ years experienced in helping resolving client concerns by phone, email, chat. excited to continue my career. Currently looking for new opportunities. Enthusiastic, self-motivated, reliable, hardworking agent able to work well both in a team environment as well as using my own initiative. able to work well under pressure and adhere to strict deadlines.

Oral and written communication while bringing top-notch skills in

listening, understanding the caller’s desires while being ready to use my problem-solving skills.

I take great pride in my friendly personality and ability to show empathy when needed. Successful at using my decision-making skills and good judgement to help the customer and positively impact.

and contribute to the company success. Great team player, that loves to keep a positive attitude. Organized and dependable. Successful at managing multiple priorities with time management skills. Motivated and the willingness to take on added responsibilities to meet team or personal goals.

Dedicated Customer Service professional with

knowledge of service delivery and proven multitasking abilities.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

United Healthcare
Charleston, WV
07.2018 - Current
  • Answered incoming calls and emails, promptly to avoid on-hold wait times.
  • verified provider, and member information in accordance with the HIPPA regulations.
  • Gave information about benefits, claims, payments, and all that applies.
  • Clarified issued and determined root cause of problems to use my resources to determine what is needed to be done to resolve the issue, in a timely manner.
  • Researched missing claims, medical records, and payments.
  • Investigated why a claim may have denied by researching CPT codes, DX codes, and by checking systems that we work with.
  • Determine if medical records, EOB, COB, or what may be needed to process the claim.
  • upload medical records or any claim correspondence and sent for review to the correct department.
  • Met call guidelines for service levels, handle time and productivity.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Followed up with provider about resolved issues to maintain high standards of customer service.
  • Documented everything that was said and done by the provider and I on the members account.

Customer Service Representative

Eversource
Charleston, WV
03.2014 - 05.2018
  • Set up and activated customer accounts.
  • Consulted with customers to resolve service and billing issues.
  • Demonstrated excellent communication skills in resolving issues.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Updated accounts to reflect most updated information about the reason for the call, payments and changes in customers personal information.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.

Education

South Charleston High School
South Charleston, WV
06.1997

Skills

  • Organization and Time Management
  • Document and Records Management
  • Claims Handling and Coverage Verification
  • Benefits Explanations
  • Clinical Data Entry
  • Information Updates
  • Microsoft Excel
  • Microsoft Word
  • Microsoft Outlook
  • Critical Thinking
  • Problem-Solving Ability

Timeline

Customer Service Representative

United Healthcare
07.2018 - Current

Customer Service Representative

Eversource
03.2014 - 05.2018

South Charleston High School

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Brandi Goff