Summary
Overview
Work History
Education
Skills
Timeline
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Cristaneisha Duncan

Porter,TX

Summary

Motivated professional with a passion for managing people and utilizing problem-solving skills in a customer-oriented environment. Skilled in interfacing with customers and adept at working with highly technical software and hardware applications. Seeking a position that offers diverse tasks, allowing for the application of various skills and the opportunity to contribute to organizational success.

Overview

9
9
years of professional experience

Work History

PRIOR AUTHORIZATION REP

TELEPERFORMANCE
11.2022 - Current
  • ASSIST MEMBERS, CLIENTS, DOCTORS WITH UNDERSTANDING OF MEMBERS BENEFITS
  • SORT FAXES TO UPDATE AUTHORIZATIONS
  • ASSIST WITH KNOWLEDGE OF DRUG COVERAGE, AND PHARMACY BENEFITS
  • UNDERSTANDING DRUG COVERAGE ISSUES, RESEARCH AND RESOLVE ISSUES
  • HELPING MEMBER AND REPS UNDERSTAND DENIAL AND APPROVAL REASONS, AND NEXT STEPS FOR RESOLUTIONS.
  • APPEALS

SENIOR CUSTOMER SERVICE

WORLD PAY
02.2018 - 02.2022
  • Follows-up to customer inquiries regarding orders, shipment tracing, returned goods, etc.
  • Other responsibilities include data entry, use of internal databases to answer customer questions and writing internal/external non-technical documentation, knowledge of reading tech bills, and knowledge of tech support
  • Escalates inquiry to product support, billing, sales or return/repair based on complexity and nature of customer issue.
  • Assist with installing and knowledge of terminals.
  • Track and update payment account
  • Assist with payment plans, and documenting accurately of any modifications
  • Provide excellent customer service, Enroll in next year benefits
  • Educate on HSA plan
  • Inform of tax documents to assist in filling
  • Block and unblock cards due to fraud, fill disputes, and follow ups
  • Provides customer support by phone, email or instant message to consumers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to the proper Product Support department.
  • Processes a high volume of consumer inquiries of FIS products and services and resolves a targeted percentage of those inquiries.
  • Troubleshoots customer problems, identifies root cause of problem and uses tool and resources appropriately to determine how to resolve customer problems.
  • Follow up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.
  • Updates customer information and ensures accurate entry of contact information.
  • MSFT (TECH SUPPORT) / ACCOUNTS RECEIVABLE SPECUY
  • HAS Advisor
  • Customer Service

CUSTOMER SERVICE REP

AON HEWITT
07.2016 - 01.2017
  • Enroll customer and health and medical benefits
  • Knowledge of healthcare plans
  • Advocate on which plan is best fit for the customer
  • Advised of enrollment deadlines, update accounts, inform of benefits deadline and qualifying events for enrollment
  • Assist customers with knowledge of insurance claims
  • Descalate calls, and provide excellent customer service

Education

High School Diploma -

KLEIN FOREST HIGH SCHOOL
11400 Misty Valley Dr Houston, TX 77066 United St
06.2017

Psychology -

The University of Texas At San Antonio
San Antonio, TX

Skills

  • Clerical and administrative work experience
  • Two years of switchboard experience
  • Medical terminology knowledge, switchboard
  • Types 60 words per minute, Advanced Keyboarding Training

Timeline

PRIOR AUTHORIZATION REP

TELEPERFORMANCE
11.2022 - Current

SENIOR CUSTOMER SERVICE

WORLD PAY
02.2018 - 02.2022

CUSTOMER SERVICE REP

AON HEWITT
07.2016 - 01.2017

High School Diploma -

KLEIN FOREST HIGH SCHOOL

Psychology -

The University of Texas At San Antonio

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Cristaneisha Duncan