Calena Henderson
Indianapolis,IN
Summary
Remote Customer Service professional with over 8 years of experience, excelling in roles that demand meticulous attention to detail and a deep understanding of HIPAA regulations. Demonstrated expertise in leveraging analytical problem-solving to navigate complex medication needs, ensuring high levels of client satisfaction and trust. With a track record of enhancing customer service through innovative solutions and empathetic support, this candidate is poised to contribute significantly to service-oriented environments.
Overview
12
12
years of professional experience
Work History
Assistance Coordinator
International Medical group
04.2024 - Current
- The agent can efficiently convey account details and confirm members; produce reports, keep track of spending, and enter data in emails; and arrange client benefits by interacting with internal personnel
- By sending emails to the claim department, cardholder services, and even the policy cancellation department, the agent demonstrated administrative support
- The agent was also able to help with the creation and execution of project or event plans, budgets, schedules, and contracts with prospective clients
Remote Dispatcher
Moses Garcia Towing
Indianapolis
01.2020 - Current
- Managing remote dispatch operations for Moses Garcia Towing since Jan 2020
- Effectively coordinating with drivers and customers for efficient service
- Utilizing innovative strategies to streamline dispatch processes
- Resolving logistical issues swiftly to ensure smooth operations
- Achieving a significant reduction in response times through effective management
- Eager to leverage skills in a dynamic team, committed to delivering top-notch results and learning swiftly
Remote Insurance Agent
Tranzact Solutions
Indianapolis
06.2023 - 12.2023
- Spearheaded remote insurance sales at Tranzact Solutions
- Boosted policy sales by 30%
- Leveraged analytical skills to assess client needs
- Resolved complex policy issues
- Enhanced customer satisfaction by 40%
Remote Healthcare Customer Service Representative
Health Plan One
Indianapolis, United States
10.2022 - 03.2023
- Implemented software system, improving user experience and streamlining team training
- Built supportive relationships with clients, providing crucial support in health emergencies
- Leveraged analytical skills to solve critical health situations, enhancing patient care
- Boosted patient satisfaction by 20% through innovative software solutions and empathetic service
- Led team in adopting new software, boosting efficiency and patient satisfaction
- Managed patient data with 100% compliance to HIPAA, ensuring zero privacy breaches
- Streamlined client support processes, significantly reducing response times
- Initiated tech solutions to enhance client interaction, elevating service quality
- Provided empathetic care, building strong bonds and improving client trust
Customer Service Representative
Help At Home LLC
01.2017 - 09.2019
- Mastered remote customer service operations, ensuring seamless WFH service delivery
- Spearheaded creation of training resources, expediting new hire integration
- Managed and resolved 50+ daily customer inquiries with precision and promptness
- Introduced feedback loop, significantly improving team performance and service quality
- Boosted customer satisfaction through timely, empathetic solutions
- Implemented a novel CRM strategy, enhancing customer interaction tracking
- Maintained high accuracy in managing over 50 customer queries daily, minimizing errors
Customer Service Representative
Xerox
Indianapolis, United States
01.2017 - 09.2019
- Utilized CRM systems effectively to log customer interactions accurately for future reference or follow-up actions
- Contributed to the development of training materials for new representatives, enabling quicker onboarding and integration into the team
Pharmacy Technician
Medicareer Solutions Specialists, LLC
Indianapolis, In, United States
12.2018 - 03.2019
- Company Overview: www.medicareersolutions.com
- Medicareer is a program that I attended to obtain my pharmacy technician certification
- Www.medicareersolutions.com
- Arial R
- Burrus PharmD was my instructor for this program
- Her Pharmacist License Number is #26023783A ; Program License Number is #98000784A
Customer Service Associate
Walmart
Indianapolis
01.2016 - 01.2017
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback
- Assisted in the development of new customer service protocols to improve overall performance metrics
- Maintained a high level of product knowledge, providing accurate information to customers
- Boosted customer retention by innovating service strategies
- Ensured accurate product info, enhancing customer trust
- Elevated customer satisfaction through passionate service delivery
- Analyzed feedback to refine customer service protocols
- Fostered team spirit in addressing customer needs effectively
Teacher Assistant
P.O.L.O Child Care
Gary, Indiana
12.2012 - 01.2014
- Assisted in curriculum planning and implementation
- Provided individualized support to students
- Maintained a safe and engaging learning environment
- Fostered creativity & critical thinking in students, ensuring educational goals were met
- Implemented innovative teaching strategies, enhancing student engagement & learning outcomes
- Partnered with educators to refine curriculum, leading to a more inclusive & effective learning environment
- Energetically supported diverse student needs, contributing to a positive and dynamic classroom atmosphere
Education
Bachelor of Arts - Business Administration
The University of Arizona Global Campus
02.2025
Associate - General Studies
Ivy Tech Community College
Indianapolis, IN03.2019
High school diploma -
The Excel Center
Indianapolis, IN01.2017
Skills
- Remote Customer Service
- HIPAA Regulations
- Analytical Problem-Solving
- Empathetic Support
- Innovative Solutions
- Client Interaction
- Client Trust
- Healthcare Customer Service
- Software System Implementation
- Team Training
- Patient Care
- Patient Satisfaction
- HIPAA Compliance
- Client Support Processes
- Tech Solutions
- Empathetic Care
- WFH Customer Service
- CRM Strategy
- Accuracy in Managing Customer Queries
- Strict Compliance with HIPAA Regulations
- Client Rapport
- Problem-Solving Skills
- Communication Skills
- Customer Retention
- CRM Systems
- Development of Training Materials
- Customer Complaint Handling
- Development of Customer Service Protocols
- Product Knowledge
- Service Strategies
- Passionate Service Delivery
- Refining Customer Service Protocols
- Team Spirit
- Oral and Written Communication
- Active Listening
- Understanding Customer Desires
- Providing Customized Solutions
- Insurance Verification
- Claims Processing
- Data Entry Proficiency
- Medical Billing
- Typing
- Empathetic
- Collaboration with Interdisciplinary Healthcare Teams
- Comprehensive Patient Care
- Prescription Processing
- Licensed Insurance Agent
- Certified Pharmacy Technician (CPhT)
Timeline
Assistance Coordinator
International Medical group
04.2024 - Current
Remote Insurance Agent
Tranzact Solutions
06.2023 - 12.2023
Remote Healthcare Customer Service Representative
Health Plan One
10.2022 - 03.2023
Remote Dispatcher
Moses Garcia Towing
01.2020 - Current
Pharmacy Technician
Medicareer Solutions Specialists, LLC
12.2018 - 03.2019
Customer Service Representative
Help At Home LLC
01.2017 - 09.2019
Customer Service Representative
Xerox
01.2017 - 09.2019
Customer Service Associate
Walmart
01.2016 - 01.2017
Teacher Assistant
P.O.L.O Child Care
12.2012 - 01.2014
Bachelor of Arts - Business Administration
The University of Arizona Global Campus
Associate - General Studies
Ivy Tech Community College
High school diploma -
The Excel Center