Dana Fulmore
Elgin,SC
Summary
Friendly and proactive customer service professional with 4.5+ years of experience and proven knowledge of conflict resolution, customer communications, and consumer retail. Aiming to leverage my skills to successfully fill the Customer Support Specialist role at your company.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Healthcare Business Associate
Connexus Resource Group
01.2023 - 05.2023
- HIPAA Certified
- Communicated effectively with insurance companies, providers, pharmacies, and patients regarding prior authorizations
- Work with patients and physicians to ensure that all medications that required authorizations are accurately reviewed and documented accordingly.
- Secured confidential patient information from unauthorized access.
- Applied core knowledge to effectively communicate sensitive or technical information while adhering to regulatory guidelines.
- Upheld HIPAA regulations and standards for protecting patient information.
- Retrieved medical data for physicians and patients.
- Performed regular quality and validation assessments on patient data to verify accuracy.
- Studied and researched various medical terms as well as software and coding systems.
- Worked well in team settings, providing support and guidance.
Customer Support Specialist
Concentrix
08.2022 - 01.2023
- Kept records of customer interactions, processed customer accounts and filed documents
- Handled and gather confidential information
- Handled data entry in software systems
- Handled 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting
relevant product information, and canceling services - Received 90% customer satisfaction rating to date
- Suggested new tactic to persuade canceling customers to stay with the company
- Memorized company products and services, including prices and special discounts
- Obtained and evaluated all relevant information to handle product and service inquiries
Insurance Agent
Millennial Services
06.2022 - 07.2022
- Consistently exceeded monthly target for sales of health, life, and car insurance policies
- Successfully executed quality customer service through fast responsiveness, reliability, assurance, and
professionalism - Personally sent out premium reminders to customers that were in danger of falling behind in their payments.
- Made outbound calls to introduce prospects to company’s insurance offerings.
- Delivered comprehensive service presentations and maintained communication with existing account holders
to ensure business retention and revenue growth. - Focused on presenting quality customer service while educating clients about insurance options that benefit
needs of the client.
Customer Support Specialist
Afni Inc, Verizon
03.2022 - 06.2022
- Handled incoming calls or inquiries from prospective customers or clients
- Provided customers with additional information or explained services
- Completed supporting paperwork and data entry as required
- Built sustainable relationships and trust with customer accounts through open and interactive communication
- Handled customer complaints while providing appropriate solutions and alternatives within time limits
Chat Support Specialist
Concentrix
08.2021 - 01.2022
- Maintained a positive, empathetic, and professional attitude towards customers at all times
- Kept records of customer interactions, transactions, comments, and complaints
- Ensured customer satisfaction by providing professional customer support
- Prepared data for computer entry by compiling and sorting information; establishing entry priorities
- Verified and entered customer and account data by reviewing, correcting, deleting, or reentering data
- Maintained data entry requirements by following data program techniques and procedures
- Developed/presented customer service solutions and/or suggest additional items.
- Provided information to customer and placed appropriate notes in system indicating exactly what action
was taken or needs to be taken
Team Leader
Moe's Southwest Grill
01.2017 - 03.2020
- Provided fast, friendly and accurate service to guests
- Monitored actions of staff and customers to ensure that health and safety regulations are obeyed
- Demonstrated leadership by making improvements to work processes and helping to train others
- Demonstrated self-reliance by meeting and exceeding workflow needs
- Monitored kitchen productivity and assessed overall productivity and workflow
- Trained new employees on cleanliness, client interactions and various types of meat cuts
- Upheld high standards of productivity and quality in operations
- Motivated and encouraged team members to communicate more openly and constructively with each other
Team Leader
Chipotle Mexican Grill
03.2016 - 01.2017
- Greeted customers while providing excellent customer service
- Maintained knowledge of current promotions
- De-escalated frustrated customers with empathy and found a solution that makes everyone happy
- Opening and closing the store as scheduled (completing all cleaning and prep tasks assigned)
- Prepared quality products while maintaining proper food safety practices, portion control and presentation within service goal times
- Built loyal clientele through friendly interactions and consistent appreciation.
- Multitasked in a fast paced environment
Education
Associate of Applied Science - Human Services
Midlands Technical College
West Columbia, SC05.2025
Skills
- Effective Time Management
- Microsoft Excel
- Ability to Work Under Pressure
- Communication Skills
- Critical thinking and problem solving
- Ability to multitask
- Microsoft Office
- Knowledge of applicable products and markets
- 90 WPM typist
- HIPAA Guidelines
- Hospitality Maintenance
- Benefits Programs
Certification
HIPAA Certified
Timeline
Healthcare Business Associate
Connexus Resource Group
01.2023 - 05.2023
Customer Support Specialist
Concentrix
08.2022 - 01.2023
Insurance Agent
Millennial Services
06.2022 - 07.2022
Customer Support Specialist
Afni Inc, Verizon
03.2022 - 06.2022
Chat Support Specialist
Concentrix
08.2021 - 01.2022
Team Leader
Moe's Southwest Grill
01.2017 - 03.2020
Team Leader
Chipotle Mexican Grill
03.2016 - 01.2017
Associate of Applied Science - Human Services
Midlands Technical College
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