Deja Fuqua
Indianapolis
Summary
Resourceful Customer Service Representative and Student known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Overview
7
7
years of professional experience
Work History
Customer Advocate
BC FORWARD
Indianapolis
01.2023 - 05.2025
- Managed inbound and outbound calls related to members health insurance benefits, documenting all communications in internal database.
- Revised member personal information while initiating requests for active insurance updates, escalating issues to Supervisor when necessary.
- Contacted pharmacies to facilitate member prescription fulfillment and provider offices to verify accurate insurance billing information.
- Facilitated pre-authorizations for members, leveraging various systems to obtain necessary information
- Ensured strict patient confidentiality while adhering to all HIPAA compliance regulations and efficiently directed phone calls
Claims Adjuster
Sitel
Indianapolis
12.2021 - 12.2022
- Authenticated insured individuals ensuring communication with correct personnel
- Established first notice of loss reports for auto insurance policyholders.
- Analyzed, assessed, and resolved insurance claims while determining policy coverage of claimed loss.
- Established suitable compensation figures for insurance claims, verifying claim authenticity and recording all notes in internal database
- Sending tow and repair requests for insured vehicles
Customer Advocate
Medical Professionals
San Diego
08.2019 - 12.2021
- Coordinated inbound and outbound communications with health insurance members seeking information on fitness programs, guiding members in utilizing online portal
- Enrolled and managed health insurance members in fitness reward programs offered.
- Process payments from health insurance members for fitness reward programs, verifying insurance eligibility through online tools.
- Engaged with patients, referral sources, etc., delivering exceptional customer service while ensuring effective communication.
- Perform data entry and complete forms for documenting patient benefits coverage, verifying accuracy of all required patient insurance details.
Debt Collector
Premiere credit of North American
Indianapolis
12.2017 - 08.2019
- Managed 150-250 calls daily, supporting borrowers through third-party communication to resolve and negotiate late payments.
- Gathered information on charged-off credit and debit cards while operating multi-system switchboard.
- Employed effective communication and solutions to support consumers with debt repayment
- Analyzed financial challenges faced by customers and provided assistance through hardship packages, facilitating account recovery.
- Oversaw customer accounts and monitored payment arrangements effectively.
Education
Some College (No Degree) - Associates of Criminal Justice
Indiana Wesleyan University
Marion, IN05-2026
High School Diploma -
Lawrence Norhth High School
Marion, IN05-2013
Skills
- Customer service
- Effective communication
- Problem resolution
- Conflict management
- Data entry
- Health insurance regulations
- Time management
- Multitasking
- MS office
- Salesforce CRM
- Calm and professional under pressure
- High-energy attitude
- Service-oriented mindset
- Billing inquiry resolution
- Claims assessment
- Inbound call management
- Remote office availability
Timeline
Customer Advocate
BC FORWARD
01.2023 - 05.2025
Claims Adjuster
Sitel
12.2021 - 12.2022
Customer Advocate
Medical Professionals
08.2019 - 12.2021
Debt Collector
Premiere credit of North American
12.2017 - 08.2019
Some College (No Degree) - Associates of Criminal Justice
Indiana Wesleyan University
High School Diploma -
Lawrence Norhth High School