Dementria Terrell
McComb,MS
Summary
Dedicated member advocate with expertise in customer relationship management, HIPAA compliance, and process improvement. Proven ability to resolve member complaints and enhance satisfaction through effective communication and detailed data analysis.
Overview
17
17
years of professional experience
Work History
Member Advocate
Afni
Celburne, TX
08.2012 - 09.2019
- Educated customers on products and services available.
- Collaborated with team members to enhance customer satisfaction levels.
- Utilized company systems to track and manage customer interactions.
- Provided feedback to management on common customer concerns.
- Facilitated workshops to promote product knowledge among colleagues.
- Resolved member complaints efficiently and effectively.
- Responded to member inquiries and requests for services via phone, email, and in person.
- Ensured compliance with industry regulations related to customer service.
- Advised upper management on potential strategies for enhancing customer service.
- Processed membership applications, renewals, changes, and cancellations.
- Provided guidance on insurance policies and procedures to members.
- Conducted outreach activities such as seminars or workshops to promote services.
- Evaluated current processes to identify areas of improvement.
- Created detailed reports outlining customer feedback and satisfaction levels.
- Assisted members with understanding their benefit plans and coverage options.
- Scheduled appointments for members as needed to discuss their benefits packages.
- Generated reports regarding membership status, trends, and performance metrics.
- Developed internal protocols for the efficient handling of member requests.
- Drove customer feedback for process improvements.
- Applied HIPAA privacy and security regulations while handling patient information.
- Verified demographics and insurance information to register patients in computer system.
- Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
Customer Service Representative
Sagility Healthcare
Westminster, CO
03.2006 - 07.2008
- Managed customer inquiries through phone and email communication channels.
- Documented service interactions accurately in the company's CRM system.
- Provided product information and guidance to assist customers with their needs.
- Facilitated communication between departments to address customer concerns promptly.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Member Service Specialist
BellSouth Telecommunications
Altanta, GA
02.2003 - 12.2005
- Assisted customers with account inquiries and service-related issues.
- Provided support for billing questions and service upgrades.
- Coordinated installation appointments for new services and repairs.
- Educated customers on product features and benefits effectively.
- Resolved customer complaints with patience and professionalism.
- Performed daily audits of teller drawers to ensure compliance with security regulations.
- Utilized wide range of technical systems and company equipment to optimize operations and workflow.
- Reviewed applications submitted by prospective members for completeness and accuracy prior to approval.
Education
High School Diploma -
Brookhaven High School
Brookhven Ms05-2014
Skills
- Customer relationship management
- Membership processing
- HIPAA compliance
- Data analysis
- Product knowledge
- Process improvement
Timeline
Member Advocate
Afni
08.2012 - 09.2019
Customer Service Representative
Sagility Healthcare
03.2006 - 07.2008
Member Service Specialist
BellSouth Telecommunications
02.2003 - 12.2005
High School Diploma -
Brookhaven High School