Dekierra Wright
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Diligent Claims Processor versed in insurance processes and claims procedures. Offers great attention to detail and time management abilities to successfully handle large volume of claims. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
ResultsCX
08.2022 - 07.2024
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Answered inbound calls, chats and emails to facilitate customer service
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Developed strong customer relationships to encourage repeat business
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Sr. Benefits Specialist
Maximus Federal Services
09.2021 - 07.2022
- Assured timely verification of insurance benefits prior to patient procedures or appointments
- Processed and recorded new policies and claims
- Prepared insurance claims forms or related documents and reviewed for completeness
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records
- Optimized organizational efficiency by mentoring personnel on customer service protocols.
- Resolved complex benefits issues, providing prompt assistance and support to employees in need.
Inbound Customer Service
Maximus Federal Services, Part A East
07.2018 - 08.2021
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Answered inbound calls, chats and emails to facilitate customer service
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Developed strong customer relationships to encourage repeat business
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Technical Support Representative
Apple
01.2017 - 08.2018
- Handled customer service issues by providing guidance or escalating for advanced support
- Assisted customers with various types of technical issues via email, live chat and telephone
- Served as first point of contact for incoming technical service calls and emails
- Walked customers through common phone hardware and software configurations to maximize service functionality
- Demonstrated advanced product knowledge to solve customer issues
- Supported customers with online billing, access and account issues
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
Education
High School Diploma -
Spoto High School
Riverview, FL05.2017
Skills
- Account Follow-up
- Client Relationships
- Billing Statements
- Inputting Claims
- Information Updates
- Outbound/inbound calls
- Active Listening
- Data Entry
- Documentation Review
- Complex Coverage Issues
- Customer Service
- Problem-solving abilities
Timeline
Customer Service Representative
ResultsCX
08.2022 - 07.2024
Sr. Benefits Specialist
Maximus Federal Services
09.2021 - 07.2022
Inbound Customer Service
Maximus Federal Services, Part A East
07.2018 - 08.2021
Technical Support Representative
Apple
01.2017 - 08.2018
High School Diploma -
Spoto High School
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