Darra Duvall
Dallas,TX
Summary
Successful Customer Service Representative with 7+ years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
8
8
years of professional experience
Work History
Health Plan Specialist
Medica
Remote
09.2023 - Current
- Maintain current knowledge of insurance plans including Medicare and Medicaid coverage guidelines.
- Assist members in understanding complex policy terms and conditions.
- Respond to inquiries, resolved issues, and processed claims.
- Communicate effectively via email and phone with plan participants to resolve issues pertaining to health and welfare benefits.
- Coordinate benefits processing, including enrollments, terminations and claims.
- Manage annual open enrollment process for health insurance coverage.
- Provide quotes on various types of insurance policies.
- Maintain detailed documentation of all member interactions.
Customer Care Agent
Continuum Global Solutions
Dallas, TX
10.2021 - 10.2023
- Field incoming phone calls and convert 50% or more to appointments
- Ensure each prospective patient and potential patients have positive experiences in clinics
- Properly explain products and services to prospective patients when making appointments
- Release various test results to patients as well as patient Continuity of Care verbally and/or via email or fax
- Answer general FAQ’s
- Verify insurance acceptance and pricing information
- Accurately and efficiently document each call encounter within patients medical records account
- Effectively route diverted callers to correct department through warm transferring
- Cancel and/or reschedule appointments for patients to fit their needs
- Communicate with Nurse Practitioners of clinics on behalf of patients and sometimes pharmacists
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
General Merchandise Associate
Target
Cedar Hill, TX
10.2019 - 10.2021
- Ensure sales floor operations are carried out pursuant to policies and procedures
- Highly trained to identify and report instances of non-compliant floor operations such as associate or customer behavior, theft, merchandise damage, or incidents of threats
- Stock merchandise in all departments which requires that I follow inventory policies and procedures, accurately count merchandise and enter inventory counts into system and manage presentation organization
- Provide excellent customer service by greeting guests, proactively offering assistance, and ensuring that guests have access to merchandise they looking for on the sales floor or refer guests to another store or online shopping
- Assist backroom stock operations with shipping fulfillments by shopping per guest’s specific requests and fulfilling orders accurately.
Assistant Store Manager
Domino's Pizza
DeSoto, TX
09.2017 - 08.2019
- Cash management including balancing store register, accounting and bookkeeping, and handling large bank deposits on a daily basis
- Direct manager to delivery drivers and cashiers
- Created employee schedules, provided job performance feedback, and ensured employees received necessary training
- Securely handled employee NPI (non-public information)
- Updated HR system of record with employee information and payroll data
- Vendor management experience
- Communicated with food and supply vendors, placed and received orders, and handled disputes
- Insure sales floor operations are carried out pursuant to policies and procedures etc.
CSR (Customer Service Representative)
Chicken-N-More
Ferris, TX
12.2015 - 05.2016
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Developed community reputation through commitment to customer satisfaction and strong client relationships
- Assisted with food preparation occasionally.
- Learned basics of providing customer service and learned cash handling procedures.
Education
BBA - Human Resources Management
Southern New Hampshire University
Hooksett, NH05.2026
High School Diploma -
Desoto High School
DeSoto, TX05.2018
Associate of Arts - Criminal Justice
Cedar Valley College
Lancaster, TXSkills
- Customer Retention Strategies
- Conflict Resolution Techniques
- Call Documentation
- Efficient and Detail-Oriented
- Responding to Difficult Customers
- Customer Data Confidentiality
- Building Customer Trust and Loyalty
- Customer Account Management
- Verifying Coverage
- Inbound and Outbound Calling
- HIPAA Compliance
- Healthcare knowledge
- Cultural Competency
- Disability Awareness
Timeline
Health Plan Specialist
Medica
09.2023 - Current
Customer Care Agent
Continuum Global Solutions
10.2021 - 10.2023
General Merchandise Associate
Target
10.2019 - 10.2021
Assistant Store Manager
Domino's Pizza
09.2017 - 08.2019
CSR (Customer Service Representative)
Chicken-N-More
12.2015 - 05.2016
BBA - Human Resources Management
Southern New Hampshire University
High School Diploma -
Desoto High School
Associate of Arts - Criminal Justice
Cedar Valley College