Summary
Overview
Work History
Education
Skills
Timeline
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Chonquita Coleman

Lancaster,TX

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

15
15
years of professional experience

Work History

Billing Specialist

IKS Health
01.2022 - 05.2024
  • Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
  • Researched and resolved billing discrepancies to enable accurate billing.
  • Provided excellent customer service, developing and maintaining client relationships.
  • Identified, researched, and resolved billing variances to maintain system accuracy and currency.
  • Communicated effectively and extensively with other departments to resolve claims issues.
  • Assisted patients with understanding their medical bills and provided clarification on complex insurance issues, promoting a positive customer experience.
  • Identified and resolved patient billing and payment issues.
  • Ensured timely submission of claims to various insurance carriers, resulting in prompt payment for services rendered.
  • Maintained strong working relationships with healthcare providers, fostering clear communication regarding billing-related matters.
  • Collected payments and applied to patient accounts.
  • Liaised between patients, insurance companies, and billing office.

CANCELLATION COORDINATOR

AutoNation
02.2017 - 12.2021
  • Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
  • Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Receptionist/Administrative Assistant

Paragon Roofing Inc.
10.2012 - 02.2017
  • Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel
  • Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel
  • Managed incoming calls while providing information or transferring callers to appropriate personnel
  • Scheduled appointments for clients, customers, and other visitors
  • Maintained a neat reception area by organizing materials and tidying up furniture
  • Provided administrative support to the executive team, including scheduling meetings and managing calendars
  • Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records
  • Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.

Document Processing Specialist

BNY Mellon
09.2009 - 07.2012
  • Reviewed, sorted and scanned documents into digital format
  • Organized documents according to established procedures and protocols
  • Verified accuracy of data entry and ensured that all required fields were completed properly
  • Scanned paper records into electronic files for storage in centralized database
  • Ensured quality control by proofreading documents prior to processing
  • Prepared reports summarizing document activity as requested
  • Maintained a secure filing system for confidential information
  • Assisted with the development of new processes to improve efficiency.
  • Provided assistance with inbound and outbound document processes, document sorting, logging, and work order creation.

Education

DIPLOMA - General Studies

DeSoto High School
DeSoto, TX
05.2006

Skills

  • Inbound and Outbound Calling
  • Report Generation
  • Complaint resolution
  • Conflict Resolution
  • Computer Proficiency
  • Customer consulting
  • Professional telephone demeanor
  • Problem-solving abilities
  • De-Escalation Techniques
  • Clerical Support
  • Administrative Support
  • File Management
  • Office Management
  • Technical Support
  • Multi-line telephone skills
  • Service-oriented mindset
  • Customer Service
  • Understanding of medical terms
  • Medicaid knowledge
  • Analytical Thinking
  • Coverage and Authorizations
  • Attention to Detail
  • Data Security and Confidentiality
  • Electronic authorization processing
  • Medical Terminology
  • Data Entry and Review
  • Document Control
  • Reception oversight
  • File conversion
  • Confidentiality
  • Information Management
  • Document Scanning

Timeline

Billing Specialist

IKS Health
01.2022 - 05.2024

CANCELLATION COORDINATOR

AutoNation
02.2017 - 12.2021

Receptionist/Administrative Assistant

Paragon Roofing Inc.
10.2012 - 02.2017

Document Processing Specialist

BNY Mellon
09.2009 - 07.2012

DIPLOMA - General Studies

DeSoto High School

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Chonquita Coleman