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
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
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
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
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
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
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
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
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