Brittany Dickens
Suffolk,VA
Summary
Experienced Senior Customer Service Representative with over 6 years of expertise in customer service and order management. Deliver exceptional customer service, engage with customers, and build strong relationships with buyers. Deep understanding of company's customer service policies and well-trained in product knowledge for quick and accurate assistance. Consistently meet or exceed business quality and productivity standards. Highly proficient with excellent interpersonal and communication skills to handle multiple tasks in a fast-paced environment. Focus on quality and consistently meet team and department production targets. Mentor new hires and existing staff in call handling best practices for accurate and consistent call responses.
Overview
7
7
years of professional experience
Work History
Senior Claims Representative
Va Doma Technology
01.2021 - Current
- Act as a liaison between Veterans, Private Health Care Providers and Department of Veteran’s Affairs to obtain medical records
- Consistent and accurate data entry of personal health information and personal identifiable information
- Provide medical release authorization forms to healthcare facilities to authorize release of patient private medical records
- Communicate with healthcare providers via phone
- Ability to interpret Department of Veterans Affairs Forms
- Ensure all data entry is accurate and preform quality check of documents and related data within the DOMA software
- Ability to reference, interpret and apply frequent changes to VBA Private Medical Records (PMR) work instructions
- Ability to use various databases concurrently
- Prep, scan, and index US mail
- Must maintain confidentiality at all times due to exposure to PHI & PII; must adhere to HIPAA rules and regulations
- Meet established productivity goals and quality standards
- Required to work outside of normally scheduled hours as mandated by client, project and/or workload (i.e, evenings, weekends, holidays and/or overtime)
- All work is performed under constant supervision
- Maximized cost savings through strategic negotiation tactics during settlement discussions with medical providers or opposing counsel parties involved in disputes or litigation proceedings related to assigned claims cases.
- Managed a caseload of complex claims, ensuring timely settlements and maintaining client satisfaction.
- Boosted customer satisfaction ratings by providing prompt responses to inquiries and resolving issues in a timely manner.
- Conducted thorough investigations for accurate liability determination, leading to fair claim resolutions.
- Assisted claimants throughout entire submission process, guiding them regarding proper documentation requirements needed substantiate requests while also clarifying expectations concerning how long investigations might take before final decisions made about whether approve deny payouts proposed based findings obtained during case evaluations conducted teams assigned specialists like myself.
- Displayed excellent multitasking abilities, managing simultaneous tasks while maintaining a high level of accuracy and attention to detail.
Customer Service
Qvc
09.2019 - 01.2021
- Managing high volume inbound and outbound calls and customer service inquiries, generating sales leads that develop into new customers, and identifying and assessing customer needs to achieve satisfaction
- Provides ongoing relationship servicing with current customers to maintain goodwill and gain additional business
- Informs and advises customers of status or enhancements to current account productivity and suggests resolution on account disputes and other account activity
- Using multiple systems including sales forces, and chats on teams for internal task being given such as on workday.
- Increased repeat business with exceptional customer service and personalized attention.
- Collaborated with team members to achieve company goals and maintain seamless overnight operations.
- Followed established procedures to enter and process data correctly.
- Completed data entry tasks with accuracy and efficiency.
Manager
Great clips
02.2017 - 09.2019
- Provide personalized service and exceptional level of expertise for customers
- Handle all aspects of the sale including: completing customer contracts and warranties and receiving customer payments, cash and credit card/check transactions
- Develop, maintain and communicate strong, up-to-date knowledge of wireless products, accessories, pricing plans, and service features
- Assist Store Manager in training store staff in all aspects of their job responsibilities including customer service and selling
- Supervise Sales Consultants including planning, organizing, and delegating tasks to and following to ensure proper completion in the Store Manager's absence
- Assist Store Manager in overall store operations
- Receives bank visitors, provides information and directs them to appropriate staff as necessary
- Answers and routes telephone calls, takes messages, provides information and directs calls to appropriate staff as necessary
- Cashes check and pays money from savings and checking account upon verification of signatures and customer account balances
- Inspects all checks, bonds, money orders, savings withdrawals, to determine their negotiability
- Generates new business to assist in meeting establishment profitability goals
- Provides ongoing relationship servicing with current customers to maintain goodwill and gain additional business
- Informs and advises customers of status or enhancements to current account productivity and suggests resolution on account disputes and other account activity
- Receives checks and cash for deposit to savings and checking accounts, verifies deposit amounts, examines checks for endorsement and negotiability, and enters savings transactions into bank records via an on-line terminal.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
Education
Kings Fork Highs School
Suffolk 06.2015
Skills
- Coverage Verification
- Claims Investigation
- Claims analysis
- Claims Processing
- Insurance Claims Review
- Time Management
- Microsoft Office
- Documentation Review
- Conflict Resolution
- Policy understanding
- Coverage Determination
- File Management
- Data Analysis
- Settlement determinations
Timeline
Senior Claims Representative
Va Doma Technology
01.2021 - Current
Customer Service
Qvc
09.2019 - 01.2021
Manager
Great clips
02.2017 - 09.2019
Kings Fork Highs School
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