Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Chelsea Dickens

Houston,TX

Summary

Dedicated Customer Service Representative with a proven track record of surpassing customer satisfaction targets. Boasts effective communication and problem-solving skills, adept at maintaining a customer-centric approach in fast-paced environments. Eager to apply these skills to achieve and exceed a 95% customer satisfaction rating. Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.

Overview

6
6
years of professional experience

Work History

Customer Service Agent

Continuum
Remote , TX
01.2022 - 12.2024
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Processed paperwork related to medical claims processing including authorizations, referrals, pre-certifications.
  • Verified demographics and insurance information to register patients in computer system.
  • Processed patient responsibility estimate determined by insurance at pre-registration.
  • Adhered to HIPAA regulations when handling confidential patient information.
  • Organized and maintained records by updating and obtaining both personal and financial information from patients.
  • Processed insurance verifications and authorizations to ensure coverage of services.
  • Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
  • Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.

Customer Service Representative

Promark Research
Houston, TX
01.2020 - 01.2022
  • Maintained a high level of confidentiality while handling sensitive information related to survey projects.
  • Asked questions in accordance with instructions to obtain person's name, address and age.
  • Identified opportunities for improvement in survey processes through feedback from respondents.
  • Used computers or specified forms to compile, record and code results or data from interview or survey.
  • Utilized various software programs, such as SPSS, SAS, and Excel, to analyze data and generate reports.
  • Tracked progress of surveys and maintained accurate records of interviews conducted.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.

Customer Service Representative

Sutherland Global
Remote, TX
02.2019 - 01.2020
  • Produced sales documents, finalized deals and filed records.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Assisted customers in selecting products that best fit their requirements.
  • Educated customers on product features and technical details to highlight benefits.
  • Answered customer inquiries promptly and accurately.
  • Followed up with customer to identify and resolve service, account, or technical issues and maintain satisfaction.

Education

High School Diploma -

University Park Academy
Houston, TX
01-2017

Skills

  • CRM software
  • Empathy
  • Patience
  • Effective listening
  • Proficient in Microsoft Office Suite
  • Upselling
  • Outstanding communication skills
  • Adaptability and flexibility

References

References available upon request.

Timeline

Customer Service Agent

Continuum
01.2022 - 12.2024

Customer Service Representative

Promark Research
01.2020 - 01.2022

Customer Service Representative

Sutherland Global
02.2019 - 01.2020

High School Diploma -

University Park Academy
Chelsea Dickens