Dedrick Gossett
Tyler,TX
Summary
Experienced customer service/quality assurance professional with a strong foundation in software testing, process improvement, and defect management. Excels at fostering collaboration, adapting to changing requirements, and driving results in high-stakes environments. Proficient in test automation, risk assessment, and compliance to ensure superior product quality and reliability. Highly respected for strong analytical skills, effective communication, and proactive approach to challenges. Consistently ensures compliance and product excellence through knowledge of quality assurance methodologies and best practices. Utilizes defect tracking and process improvement techniques to enhance operational efficiency while fostering collaborative environments and adapting to evolving quality standards.
Overview
13
13
years of professional experience
Work History
Patient Access Rep II
Christus Health
02.2023 - Current
- Confirming that all data entry is accurate including demographic, insurance verification, authorization for services, and collections for all patient portions including prior balances
- Communicating daily with patients, physicians, nurses, insurance companies and third party payers via mail, email & telephone
Account Specialist II
JP Morgan Chase
12.2021 - 01.2023
- Phone Helpdesk support for Canadian merchants providing troubleshooting and addressing general inquiries
- Acting as a liaison with other areas within the organization
- Identifying, documenting, analyzing transactions, deposit statements and account information to resolve and provide solutions
- Answering inbound service calls along w/some outbound follow up calls assisting the caller with their questions, concerns or problems with the focus on first call resolution
Billing Associate
Conifer Health Solutions
09.2019 - 12.2021
- Answering inbound customer service calls along w/some outbound follow up calls assisting the caller with their questions, concerns or problems with the focus on first call resolution for patients medical billing
- Assist with inbound faxes to identify issues and take action on account to facilitate faxed requests
Lead Sr. Quality Assurance Associate
Capital One NA
12.2015 - 09.2019
- Perform data entry and data research activities while evaluating phone associates calls/processes
- Respond to questions and requests from upper management to help provide recommendations for process improvements and/or procedures
- Collaborate and calibrate across teams to share information and coordinate on new ideas at daily/weekly visual board huddles/meetings
- Assist with new hire development & training
Lead Sr. Frontline Customer Advocacy Associate
Capital One NA
08.2014 - 12.2015
- Handle escalated calls utilizing skills based in decision and resolution based on real-time expectations in which customers may request to speak with a floor supervisor
- Handle specialty calls such as ADA calls, Titles escalations, Total Loss escalations, payment exceptions, and refunds
- Provide developmental feedback to associates and upper management
- Provide support by attending department huddles and discussing common trends
New Account Default Collections Specialist
Capital One NA
08.2013 - 08.2014
- Managed new accounts collectively in default of terms at beginning of loan ranging from 21-59 days past due
- Help assist with the aid for the customer needs for accounts placed in mid/late stage and matured loan collections while being crossed trained with-in those areas
- Respond to customer inquiries about previous transactions, missing documents, and updating account information by also staying with-in P&P guidelines
Secure Messaging Specialist
Capital One NA
11.2012 - 04.2013
- Support banking customers online for questions and answers via digital secure messaging
- Respond to customer inquiries within a 24hour timeframe while maintaining proper communication skills for quality and assurance purposes
- Provide customers with efficient and accurate information for inquiries concerning their banking accounts with Capital One Bank via phone and secured message
Sr. Customer Service Associate
Capital One NA
03.2012 - 11.2012
- Provide customers with efficient and accurate information for inquiries concerning their banking accounts with Capital One Bank
- Support banking sales representatives with opening new accounts and/or upgrading existing accounts
Education
Highschool Diploma -
Tyler High
Tyer, TX12.2003
Skills
- Customer service
- Account maintenance
- Problem-solving
- Trouble-shooting
- Sales support
- Planning
- Implementing proactive procedures
- Systems thinking
- Insurance verification
- HIPAA compliance
- Strong empathy
- Team collaboration
- Insurance billing
- Flexible schedule
Timeline
Patient Access Rep II
Christus Health
02.2023 - Current
Account Specialist II
JP Morgan Chase
12.2021 - 01.2023
Billing Associate
Conifer Health Solutions
09.2019 - 12.2021
Lead Sr. Quality Assurance Associate
Capital One NA
12.2015 - 09.2019
Lead Sr. Frontline Customer Advocacy Associate
Capital One NA
08.2014 - 12.2015
New Account Default Collections Specialist
Capital One NA
08.2013 - 08.2014
Secure Messaging Specialist
Capital One NA
11.2012 - 04.2013
Sr. Customer Service Associate
Capital One NA
03.2012 - 11.2012
Highschool Diploma -
Tyler High
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