Deja Rivers
Valdosta,GA
Summary
8 year Customer Service Professional skilled in managing inbound calls, resolving issues, and maintaining confidentiality. Proficient in database management and benefits administration, ensuring compliance with federal regulations. Seeking a Customer Care Specialist role to apply extensive customer support expertise and problem-solving skills.
Overview
8
8
years of professional experience
Work History
Customer Service Rep.
Guardian Life Insurance
04.2022 - 09.2024
- Handle incoming calls, emails, and chats from customers seeking information about insurance policies, coverage options, and claims
- Assist customers with policy-related tasks, including making changes, processing renewals, and explaining policy terms
- Work closely with brokers, underwriters, claim adjusters, and other departments to facilitate customer requests and ensure seamless service delivery
- Address and resolve customer complaints and concerns regarding disability benefits, appeals, or service issues with empathy and professionalism
Healthcare Customer Service
Ciox
05.2020 - 05.2022
- Coordinated patient care activities including scheduling appointments, managing referrals, and ensuring follow-up on treatment plans
- Conducted health assessments and screenings to evaluate patient needs and develop appropriate care plans
- Maintained accurate and confidential patient records, including medical histories, treatment plans, and progress notes
- Verified insurance coverage and benefits for patients, ensuring understanding of costs and coverage limitations
Team Lead
Concentrix
05.2018 - 03.2020
- Company Overview: (Hybrid)
- Set attainable daily, weekly and monthly goals and game plans for the grievance department
- Cross-trained new team members, resulting in 17% increase in customer satisfaction ratings from the time I was hired
- Engaged with customers through live chat, email, and phone with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the interaction
- Successfully multitasked while navigating various functions of the companies’ service management system
- Volunteered to handle complaints and issues for managers during busy time periods
- (Hybrid)
Medicare customer rep
Alorica
06.2016 - 04.2018
- Provided guidance and support to beneficiaries regarding Medicare plans, benefits, and enrollment processes
- Addressed and resolved customer inquiries and concerns related to claims, billing issues, and coverage options
- Educated clients on Medicare eligibility requirements, plan options, and enrollment timelines
- Assisted with the processing and tracking of claims, ensuring compliance with Medicare regulations
- Documented customer interactions and maintained accurate records in accordance with HIPAA regulations
Education
Master of Business Administration -
VALDOSTA STATE UNIVERSITY
05.2026
High Diploma -
VALDOSTA HIGH SCHOOL
05.2014
Skills
- Customer Needs Assessment
- Conflict Resolution Strategies
- Data Reporting
- Knowledge of HIPAA Regulations
- Healthcare Proficiency
- Comprehensive Medical Records Management
- Appointment Scheduling
- Benefits Administration
- Effective Communication
- Problem-Solving
- Empathy
- Product Knowledge
- CRM Software Expertise
- Advanced Excel Proficiency
Timeline
Customer Service Rep.
Guardian Life Insurance
04.2022 - 09.2024
Healthcare Customer Service
Ciox
05.2020 - 05.2022
Team Lead
Concentrix
05.2018 - 03.2020
Medicare customer rep
Alorica
06.2016 - 04.2018
Master of Business Administration -
VALDOSTA STATE UNIVERSITY
High Diploma -
VALDOSTA HIGH SCHOOL
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