Cavonna Gipson
Dallas,TX
Summary
Skilled professional with 9+ years of providing efficient customer service, interpersonal, communication, and patient access representative skills. Proficient in conflict resolution, imputing data, updating customer records, scheduling appointments and the ability to analyze problems and anticipate customer/client needs. Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Intake Representative- Team Lead
New York Life Insurance Co
05.2019 - Current
- Assessed clients' needs and determined eligibility for intake services.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Collected, verified, recorded and processed client demographics, and referral information.
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Built strong relationships with customers through positive attitude and attentive response.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Completed intake assessment forms and filed clients' charts
Customer Service Specialist II
NTTA
11.2016 - 05.2019
- Sets up new accounts, taking and providing information, making account changes, and processing requests by answering phones
- Provides general clerical support by assisting patrons or customers; providing general or specific information; processing requests for services, researching information, compiling information, maintaining general office records, processing mail, and assisting with other services
- Processes correspondence by receiving and responding to emails, faxes and other requests for information
- Processes payments by verifying information for accuracy, reviewing images, processing payments for overnight payments, and researches and resolves credit card disputes
- Ability to cope with job related stress including but not limited to deadlines, customer, supervisory and staff interactions, multi-tasking and high work volumes are required.
Customer Service Rep
THOMASON REUTERS
05.2016 - 07.2016
- Checked to ensure that appropriate changes were made to resolve customers' problems
- Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Canceled customers account
- Determined charges for services requested, collected deposits or payments, or arrange for billing.
- Answered constant flow of customer calls with minimal wait times
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
Customer Service Rep
MAXIMUS FEDERAL SERVICE
05.2014 - 01.2016
- Authorized & coordinated the facilitation of military veteran patient medical appointments
- Scheduled hospital visits utilizing template format designed for each service area
- Communicated effectively with medical offices, military veteran patients, and other staff through inbound and outbound calls and written communication
- Received and routed incoming and outgoing records, correspondence and documents
- Maintained customer records by updating account information
- Provided exceptional customer service via positive interactions with patients, medical professionals and their office staff
- Exhibited professional mannerism while communicating with an upset patient
- Scanned and routed documents to appropriate personnel within various departmental areas
- Documented and updated records in required systems & databases while adhering to company and patient requirements.
Customer Admitting
DONALD CHANDLER MD
07.2011 - 08.2013
- Interview the in-patient/out-patient functions, bed assignments, and completion of preliminary paperwork for entering patients
- Confirms that all insurance benefits coverage meets standards of admission as dictated by policy
- Updates and maintains patient information and admission information into Hospital Information System and verifies accuracy
- Collects point of service payments, as required
- Audits accounts for accuracy and completeness; operates switchboard; performs other duties as assigned.
Secretary
JA TRUCKLINES LLC
08.2007 - 07.2011
- Managed general e-mail, voicemail, and foot traffic for organization
- Greeted customers, answered inquiries, provided information, resolved problems, and handled various administrative activities, such as, but not limited to, filing and alphanumeric data entry
- Recorded and coordinated inbound and outbound calls
- Supported clerical and order processing needs
- Performed all aspects of customer service and satisfaction, including answering busy phone system and providing detailed information for various services
- Consistently provided excellent, informed customer service and maintains strong reliable work ethic.
- Dispatch drivers to pick up and drop off locations
- Monitored and tracked dispatch communication systems
- Scheduled deliveries and pickups according to customer needs
- Coordinated with drivers to facilitate efficient delivery routes and timely deliveries
- Scheduled and organized delivery routes
Education
High school Diploma -
Wilmar Hutchins
05.1996
Skills
- Microsoft Office Suite - Excel/Word/PowerPoint
- File & Data Maintenance and Control
- Excellent telephone etiquette
- Data entry skills (60 keystrokes per minute)
- Excellent verbal and written communication skills
- Outlook
- Business Operations
- Work Prioritization
Certification
State Farm Certified
TX Adjusters license
Timeline
Intake Representative- Team Lead
New York Life Insurance Co
05.2019 - Current
Customer Service Specialist II
NTTA
11.2016 - 05.2019
Customer Service Rep
THOMASON REUTERS
05.2016 - 07.2016
Customer Service Rep
MAXIMUS FEDERAL SERVICE
05.2014 - 01.2016
Customer Admitting
DONALD CHANDLER MD
07.2011 - 08.2013
Secretary
JA TRUCKLINES LLC
08.2007 - 07.2011
High school Diploma -
Wilmar Hutchins
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