Chasity Thomas
Garland,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Senior Customer Advocate
Imagenet LLC/Blue Cross of Idaho
08.2022 - Current
- Coached junior team members on best practices in customer service, fostering a culture of excellence and accountability within the department.
- Served as the escalation point for critical issues, applying expert knowledge to achieve satisfactory resolutions.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Inbound/outbound calls
- provide details benefit plan information
- process monthly premium payment
- document request
- termination request
- review claims
Workers Compensation
One Call Medical
01.2019 - 08.2022
- Enhanced compliance with state regulations by meticulously reviewing and updating company policies related to workers compensation claims.
- Evaluated workers compensation policies and procedures regularly, recommending updates or changes based on evolving industry standards and regulatory requirements.
- Managed workers compensation claims for timely resolution, ensuring appropriate medical treatment and minimizing lost time.
- Processed workers compensation claims
- Determine if a claim is compensable under workers compensation
- inbound & outbound calls
- report and update workers compensation leaves in the HR leave and disability management department system
- scan & make copies of correspondence or other printed materials
Hybrid Senior Specialist
Willis Towers Watson's One Exchange
03.2015 - 01.2019
- funding specialist-maintained and analyzing the financial records of investment funds, such as mutual, and pension funds
- Managed complex projects from inception to completion, ensuring timely delivery and client satisfaction.
- Supported department leadership in implementing new policies, procedures and controls.
- QM analyst- audit calls to identify areas for improvement for agents
- provide detailed account information to members
- handle HSA Accounts
Mail Order Clerk
OptumRx
01.2013 - 03.2015
- Maintained a clean, organized workspace for maximum efficiency while processing mail orders daily.
- processed 90 day supply mail order request for members medications
- provide formulary and pricing information
- process payments for medications
- assist with overrides
- received inbound calls
- provided tracking information on medications being shipped
Education
High School Diploma -
Lake Highlands High School
Dallas, TXSkills
- Exceptional communication
- Training and coaching
- Diversity
- Active Learning
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
Timeline
Senior Customer Advocate
Imagenet LLC/Blue Cross of Idaho
08.2022 - Current
Workers Compensation
One Call Medical
01.2019 - 08.2022
Hybrid Senior Specialist
Willis Towers Watson's One Exchange
03.2015 - 01.2019
Mail Order Clerk
OptumRx
01.2013 - 03.2015
High School Diploma -
Lake Highlands High School
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