Cynisha Thomas
Spartanburg,SC
Summary
Results-driven professional with extensive experience in client management and customer support. Known for delivering exceptional service and resolving issues efficiently. Committed to fostering team collaboration and adapting to changing needs, with strong communication and problem-solving skills.
Overview
8
8
years of professional experience
Work History
Senior Customer Care Representative
ComplexCare Solutions
01.2025 - Current
- Managed customer accounts, ensuring accurate information and prompt updates.
- Mentored junior representatives, fostering a culture of continuous improvement and support.
- 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.
- Maintained database integrity through regular data audits and validation checks.
Health Insurance Specialist
Quantum 3 Media
11.2022 - 09.2024
- Supervised daily operations of insurance claims process, ensuring compliance with industry regulations.
- Enhanced team productivity with thorough training on software, keyboard shortcuts, and best practices for data input.
- Managed a diverse team of data entry specialists, promoting collaboration and efficient communication within the group.
- Led transition to new data management platform, minimizing downtime and maintaining data integrity.
Day Habilitation Specialist Supervisor
Queens Centers for Progress
Bellerose, NY
08.2018 - 06.2022
- Trained new staff on best practices in day habilitation techniques and client interaction.
- Promoted client independence by maintaining a safe and structured environment that encouraged skill development.
- Implemented personalized care plans for clients, ensuring their specific needs were met and exceeded.
- Monitored onsite medication administration procedures closely following regulatory requirements outlined by state licensing authorities.
Surveyor Technician
Dynata
01.2021 - 12.2022
Education
Bachelor of Science - Healthcare Administration
College At Brockport
05.2018
Skills
- Zendesk/Salesforce/Saas
- Microsoft Office
- Live chat support
- Customer relationship management (CRM)
- HIPAA compliance
- Appointment scheduling
- Documentation and charting
- Relationship building
- Complex Problem-solving
Accomplishments
- Supervised team of 8 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Attained the highest number of new credit accounts opened within a one-month timeframe.
- Conflict Resolution - Accountable for managing customer account inquiries, accurately delivering information to ensure the resolution of product/service issues and customer satisfaction.
- Held first-point-of-contact for internal and external communications with executive-level officers.
Timeline
Senior Customer Care Representative
ComplexCare Solutions
01.2025 - Current
Health Insurance Specialist
Quantum 3 Media
11.2022 - 09.2024
Surveyor Technician
Dynata
01.2021 - 12.2022
Day Habilitation Specialist Supervisor
Queens Centers for Progress
08.2018 - 06.2022
Bachelor of Science - Healthcare Administration
College At Brockport