Dalecia Robertson
Houston,TX
Summary
Dynamic Customer Service Representative with extensive experience at Wells Fargo, adept at resolving complex customer issues and enhancing service delivery. Proficient in CMS-1500 claims processing and skilled in effective communication, fostering strong client relationships. Committed to improving customer satisfaction and streamlining processes for optimal efficiency.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Customer Service Representative
Wells Fargo, NA
REMOTE, Florida
02.2025 - Current
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Resolved customer complaints using effective communication techniques.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Assisted customers with account inquiries and transactions.
- Educated clients on banking products and services available.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Customer Care Representative
Unitedhealthcare
Houston, Tx
04.2023 - 08.2024
- Assigning standardized codes to medical procedures, diagnoses, services, and treatments
- Preparing and sending invoices and claims for payment and verifying insurance payments
- Interacting with healthcare providers, patients, and insurance companies to clarify information and answer questions
- Ensuring the accuracy of billing and insurance claims and the information in the practice management system
- Remote
Call center agent
Telecommunication world from home
Houston, Texas
03.2023 - 09.2023
- Handled complaints, provided solutions and alternatives within time limits, and followed up to ensure customer satisfaction.
- Met personal/team sales targets and call handling quotas.
- Provided accurate, valid, and complete information by using the proper methods/tools.
- Maintained records of customer interactions, processed customer accounts, and organized documentation for easy access.
- Researched solutions to customer inquiries, ensuring accurate and timely responses.
- Reviewed and made changes to customer accounts.
- Followed communication procedures, guidelines and policies.
- Worked remotely to complete tasks efficiently.
MCA
Kohl's
Cypress, Texas
10.2022 - 02.2023
- Courteously greeted customers and efficiently processed transactions in the busy fast-paced retail environments.
- Operated cash registers and scanned items to accurately process customer purchases, ensuring balanced cash drawer at shift end.
- Recommended and helped customers locate desired merchandise, enhancing their shopping experience.
- Placed special orders to call other stores to find desired items.
- Assisted with store stocking, floor set up, opening/closing procedures.
- Responded to service inquiries, coordinating resolutions with management and floor associates to maintain customer satisfaction.
- Displayed promotional signage throughout the store to inform customers. regarding promotions, changes to store regulations, etc.
Cook food prep
Aramark
houston, texas
09.2019 - 02.2020
- Followed procedures for safe food preparation, assembly, and presentation.
- Maintained high standards of customer service during high-volume, fast-paced operations.
- Organized and cleaned restaurant during downtime, ensuring a consistently sanitized work environment.
- Assisted supervisors in identifying and resolving restaurant issues, contributing to smoother operations.
- Communicated clearly and positively with coworkers and management.
- Handled currency and credit transactions quickly and accurately.
- Mastered point-of-service (POS) computer system for automated order taking.
- Assisted management with inventory control and stock ordering.
- Built and maintained internal and external customer satisfaction.
- Cultivated loyal clientele through friendly interactions and consistent appreciation, enhancing customer retention.
- Resolved complaints promptly and professionally.
- Took initiative to find extra tasks when scheduled duties were completed.
- Provided accurate product information.
- Identified and assessed customers' needs to achieve satisfaction.
- Built sustainable relationships of trust through open and interactive communication.
Provider
Associated health Inc.
Houston, Texas
05.2019 - 09.2019
- Monitored patient vitals to evaluate health status and inform treatment decisions
- Evaluated patient's pain levels to guide treatment
- Managed medication schedules to ensure adherence and optimize patient outcomes
- Assisted patients with personal hygiene tasks for comfort
- Implemented safety measures to enhance patient security and well-being in home environments
- Speech therapy Speech therapy can be provided in the home
- Palliative care Palliative care is a specialized branch of home care that provides advanced treatment to patients with serious chronic or life-threatening illnesses
Education
High School Diploma -
Penn Foster
Scranton, Pennsylvania11-2023
Some College (No Degree) - Medical billing and coding
College of Health Care Professionals
NW Houston, Texas07-2026
Skills
- CMS-1500 Claims Processing
- UB-04 Claims Processing
- Insurance claims processing
- Payment Processing
- Medical Collections
- Billing and Invoicing
- Coding Compliance
- CPT coding
- CPT and ICD-10 knowledge
- ICD-10 Diagnosis and Procedure Coding
- ICD-9 Diagnosis and Procedure Coding
- Acquainted with Medicare rules and regulations
- Medicare Reimbursement Systems
- Third-party payer communication
- Familiar with CMS-1500, EOB, SOAP Notes and office procedures
- Medical record abstracting
- Practice Management Software/Electronic Health Records
- General administrative tasks
- Microsoft Word, Excel and PowerPoint
- Proficient in Microsoft Office Suite, Medisoft
- Customer Interaction Techniques
- Effective Communication
- Day-to-day operations management
- Medical Terminology
- Third-party insurance knowledge
- Day-to-day operations management
- Proficient in Microsoft Office Suite, Medisoft
- Third-party insurance knowledge
- UB-04 Claims Processing
Languages
English
Professional
Certification
- MEDICAL BILLING AND CODING
Timeline
Customer Service Representative
Wells Fargo, NA
02.2025 - Current
Customer Care Representative
Unitedhealthcare
04.2023 - 08.2024
Call center agent
Telecommunication world from home
03.2023 - 09.2023
MCA
Kohl's
10.2022 - 02.2023
Cook food prep
Aramark
09.2019 - 02.2020
Provider
Associated health Inc.
05.2019 - 09.2019
High School Diploma -
Penn Foster
Some College (No Degree) - Medical billing and coding
College of Health Care Professionals