Dawn Moore
Houston
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
14
14
years of professional experience
Work History
Patient Support Representative
Search Services- Boston Scientific
Houston
06.2024 - 04.2025
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to Patient needs.
- Answered high volume of calls daily with call management system and web-based communications.
- Put new coding and billing procedures into practice, which helped to reduce number of claims that insurance companies denied.
- Provided excellent customer service to patients and their families by answering questions related to medical care.
Customer Service Representative
Empyrean
08.2022 - 05.2024
- Streamlined call center processes for improved efficiency and reduced wait times.
- Reviewed existing policy documents and made necessary changes as per customer requests.
- Resolved customer queries related to health insurance, medical, dental, life insurance policies.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Remote Customer Service Agent
Aston Carter (Amazon HR)
Houston
08.2021 - 08.2022
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns regarding COVID-19 claims.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Returned customer calls in established turnaround time to meet company objectives.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Utilized strong problem-solving skills to quickly identify and address customer issues regarding claims.
Medical Billing Specialist
American Pathology Lab
07.2015 - 03.2021
- Reduced errors in medical billing by meticulously reviewing patient records and ensuring accurate coding.
- Enhanced revenue collection through diligent follow-up on unpaid claims and denials with insurance companies.
- Streamlined billing processes by implementing efficient workflows and utilizing advanced software tools.
- Increased overall efficiency of the billing department by regularly auditing internal procedures and suggesting improvements.
Customer Service Specialist
Xerox (Sprint)
07.2011 - 07.2015
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Reduced response time for customer inquiries by streamlining communication processes.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
Education
High School Diploma -
Kappa High School
Richmond, CASkills
- Customer Service
- Inbound and Outbound Calling
- Time Management
- Medical Billing
- Data Entry and Analysis
- HIPAA Compliance
- Verbal and Written Communication
- Complex Problem-Solving
- Attention to Detail
- Typing Proficiency (50 WPM)
- Collaborative Environments
Timeline
Patient Support Representative
Search Services- Boston Scientific
06.2024 - 04.2025
Customer Service Representative
Empyrean
08.2022 - 05.2024
Remote Customer Service Agent
Aston Carter (Amazon HR)
08.2021 - 08.2022
Medical Billing Specialist
American Pathology Lab
07.2015 - 03.2021
Customer Service Specialist
Xerox (Sprint)
07.2011 - 07.2015
High School Diploma -
Kappa High School