Dashawnelle Matthews
Port Arthur
Summary
Organized and motivated team player eager to apply time management and organizational skills in the travel industry. Seeking entry-level opportunities to expand skills while facilitating company growth.
Overview
5
5
years of professional experience
Work History
Member Support
Hotel Engine
01.2022 - Current
- Collaborated with travelers via phone, email and chat to manage current reservations
- Assisted Members via phone with making travel reservations
- Confirmed with hotels that proper billing procedures are being followed and that our members have a seamless experience with their reservations
- Resolved difficult issues with corporate contacts with a positive, professional tone
- Communicated solutions internally and externally to resolve issues
- Work across multiple online portals and can dexterously move between operating systems
- Process client refunds in a timely manner
- Worked across multiple online portals and can dexterously move between operating systems
- Be meticulous about details when handling any travelers personal information
Member Advocate
United Healthcare Group
03.2020 - 01.2022
- Helped patients understand care, coverage and payment responsibilities and rights.
- Worked with patients to appeal insurance decisions and coordinated with providers to resolve problems.
- Stayed current on HIPAA regulations, benefits claims processing, medical terminology and other procedures.
- Handle escalated calls, & resolved more complex
customer issues. - Handle member inquiries while researching & working through multiple screens & systems at once.
- Analyzed accuracy and completeness of patient documents such as insurance claims & medical bills.
Call Center Representative
Senture
10.2018 - 03.2020
- Answer customer inquiries with professional courtesy, giving exceptional customer service to each customer, based on client-specific instruction
- Document each customer's inquiry information into a database
- Verify customer's information, making corrections and updates as needed
- Actively listen to recognize opportunities to offer additional information to callers ensuring the caller and client have received the best customer service experience possible
- Follow-up with callers as necessary
- Use statistical contact center data to make improvements to performance
- Outbound calling for surveying to obtain client specific information.
Education
Memorial High School
Port Arthur, TX05.2017
Skills
- Customer Service
- Computer Navigation
- Customer Support
- Time Management
- Communication Skills
- Multitasking & Prioritization
Timeline
Member Support
Hotel Engine
01.2022 - Current
Member Advocate
United Healthcare Group
03.2020 - 01.2022
Call Center Representative
Senture
10.2018 - 03.2020
Memorial High School