Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Dana Mercer

Lehigh Acres,FL

Summary

Dynamic customer service professional with extensive experience. Proven ability to enhance client communication and maintain meticulous documentation, ensuring accuracy and efficiency. Recognized for de-escalating complex issues while delivering exceptional support, fostering positive customer relationships.

Overview

15
15
years of professional experience

Work History

Sales Associate

Ralph Lauren
Estero, FL
11.2023 - Current
  • Greeted customers and provided exceptional customer service.
  • Helped customers find specific products, answered questions, and offered product advice.
  • Restocked shelves as needed to ensure sufficient inventory levels.

Customer Service Representative

Lee Health System
Fort Myers, FL
07.2018 - 08.2024
  • Maintained detailed medical records of customer interactions, transactions, and comments for future reference.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Answered inbound calls, chats and emails to facilitate customer service.

Insurance Verification Specialist

21st Century Oncology
Fort Myers, FL
08.2018 - 06.2019
  • Identified discrepancies in patient's insurance coverage or benefits, ensuring accuracy of data entered into system.
  • Maintained accurate documentation on all pre-authorization requests, denials and appeals.
  • Ensured that the most current version of provider contracts were stored in the database.

Customer Service Representative

Alorica
Fort Myers, FL
09.2010 - 06.2018
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Education

Diploma - Medical Insurance Billing And Coding

Everest Institute
Fort Lauderdale, FL
06-2008

Skills

  • Customer service
  • Insurance verification
  • Payment processing
  • Data entry
  • Documentation management
  • Client communication

Accomplishments

Top Patient Comments

Timeline

Sales Associate

Ralph Lauren
11.2023 - Current

Insurance Verification Specialist

21st Century Oncology
08.2018 - 06.2019

Customer Service Representative

Lee Health System
07.2018 - 08.2024

Customer Service Representative

Alorica
09.2010 - 06.2018

Diploma - Medical Insurance Billing And Coding

Everest Institute

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