Dai-jia Collins
Houston
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative
Jack Henry & Associates
03.2022 - 11.2025
- Respond promptly to incoming calls from customers reporting fraudulent activities or seeking assistance with suspicious transactions on their debit/credit and ATM cards.
- Conduct thorough investigations into reported fraud cases, gathering relevant information from callers and internal systems to determine the nature and extent of the fraud.
- Maintain detailed records of all fraud-related calls, documenting relevant information, actions taken, and outcomes.
- Follow established protocols and guidelines for handling fraud-related inquiries and investigations, ensuring compliance with regulatory requirements and company policies.
Medical Claims Analyst/Data Entry Clerk
Cigna
01.2020 - 03.2022
- Evaluate medical claims for accuracy, completeness, and adherence to insurance policy guidelines. Analyze claims to verify the validity of submitted diagnoses, procedures, and treatments using ICD/CPT/HCPCS codes.
- Enter and update claim information into electronic systems accurately and promptly. Process claims for approval or rejection based on policy terms and coverage details.
- Identify errors or discrepancies in claims and collaborate with providers, billing teams, and insurance companies to resolve them.
- Accurately input patient, provider, and insurance details into databases and claims systems.
Customer Service Representative
Farmers
07.2017 - 01.2020
- Professionally and courteously handle inbound and outbound customer calls, emails, and chat messages, addressing inquiries and providing information about Farmers products and services.
- Assist policyholders with various insurance-related tasks, such as policy changes, coverage inquiries, billing questions, and claims processing, ensuring accuracy and completeness of information.
- Investigate and resolve customer issues, disputes, and concerns promptly and effectively, ensuring customer satisfaction and retention.
- Provide information on insurance policy options, coverage details, and pricing to potential customers, assisting them in making informed decisions about their insurance needs.
Data Entry Clerk
Resource Staffing Services
11.2015 - 07.2017
- Accurately input patient information, medical records, and billing details into electronic health record (EHR) systems or databases. Verify and update patient demographic and insurance details.
- Organize, review, and file medical documents such as lab results, referral forms, and physician notes.
- Create and maintain periodic reports on patient information, billing, and claim status for management review.
- Assist in preparing medical bills and insurance claims for submission. Verify the accuracy of claim details and resolve issues with denied claims.
Education
High School Diploma -
Jack Yates High School
08.2010 - 05.2014
Skills
- Insurance Verification
- Call center experience
- Payment processing
- Dispute resolution
- Claims Processing
- Data Entry
- Remote Operations
- Chat Support
- Email Support
- HIPAA Compliance
- Customer Service
- Inbound/OutBound Call Center
- Call Management
- Customer Relationship Management (CRM)
- De-Escalation Techniques
- Exceeding Customer Expectations
- Benefit Verifications
- Insurance Coverage Verification
- Prior authorization processing
- Accuracy and precision
- Data validation
- Policy analysis
- ICD codes
- EOB analysis
Timeline
Customer Service Representative
Jack Henry & Associates
03.2022 - 11.2025
Medical Claims Analyst/Data Entry Clerk
Cigna
01.2020 - 03.2022
Customer Service Representative
Farmers
07.2017 - 01.2020
Data Entry Clerk
Resource Staffing Services
11.2015 - 07.2017
High School Diploma -
Jack Yates High School
08.2010 - 05.2014