DeannDrea Fleming
Overview
14
14
years of professional experience
Work History
Senior Customer Contact Center Specialist
Virginia Workers Compensation Commission
05.2023 - Current
- Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Managed complex projects from inception to completion, ensuring timely delivery and client satisfaction.
- Supported department leadership in implementing new policies, procedures and controls.
- Led a team of professionals in executing strategic objectives, achieving key milestones ahead of schedule.
- Delivered high-quality results consistently by adhering to strict quality control measures and industry best practices.
- Influenced organizational change by effectively communicating the benefits of proposed initiatives to stakeholders at all levels.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Provided exceptional customer service by addressing inquiries promptly and professionally, resulting in improved relations with clients.
Customer Contact Center Specialist
Virginia Workers Compensation Commission
05.2019 - Current
- Assist injured workers, employers, carriers, medical providers, attorneys and other interest parties with information on claim status
- Evaluate claims data to facilitate information sharing
- Assist callers with information requests, web-related issues and various Commission programs
- Listen attentively and deliver accurate information to each customer which includes both internal and external customers
- Educate customers about the Commission, provide step-by-step guidance for filing a claim, explain Commission forms and steps for filling out forms, and give the next steps that will be taken
- Document all inquiries within computer applications/systems
- Exhibit the ability to interpret and understand claim systems.
Customer Advisor
HCA/ Parallon
05.2017 - 05.2019
- Talk with patients and insurance companies over the phone to resolve concerns
- Answer questions promptly and courteously
- Research and obtain information to resolve an account
- Verify insurance coverage, update current insurance information
- Excellent analytical and reasoning skills
- Excellent problem resolution skills
- Inbound call center experience
- Exceptional patient and customer service skills
- Experience accessing multiple system applications.
Radiology Transportation Dispatcher
VCU Health System
05.2010 - 05.2017
- Responsible for dispatching, coordinating, organizing and prioritizing patient transports from intensive care, step down, procedural areas, laboratories, clinics, and patient units
- Uses communication devices to effectively communicate with nursing units, testing sites, Patient Transport Techs, and Specialists
- Demonstrates excellent customer service skills, able to handle high volume of calls, multitask, and manage stress
- Knowledgeable of Radiology and Patient Transportation operations and processes
- Continuously examining practices and identifying improvements in the daily operation to ensure safety for health system patients, visitors and team members
- Taking steps to transfer knowledge and skills to their team members and others across the health system.
Education
High School Diploma -
Monacan High School
Richmond, VATimeline
Senior Customer Contact Center Specialist
Virginia Workers Compensation Commission
05.2023 - Current
Customer Contact Center Specialist
Virginia Workers Compensation Commission
05.2019 - Current
Customer Advisor
HCA/ Parallon
05.2017 - 05.2019
Radiology Transportation Dispatcher
VCU Health System
05.2010 - 05.2017
High School Diploma -
Monacan High School
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