Dena Townsend
Mullins,SC
Summary
Dynamic and results-oriented professional with extensive experience in customer service and data management, notably with Blue Cross & Blue Shield of SC. Excelled in complaint resolution and data collection, enhancing customer satisfaction and operational efficiency. Proven ability in verbal communication and claims review, driving significant improvements in service delivery and data accuracy.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
QVC
Florence, SC
11.2022 - Current
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Input clear customer account notes in internal computer systems to document return reasons.
- Performed quality control checks on returned merchandise before restocking shelves or disposing of it properly.
- Analyzed customer return requests and processed refunds or exchanges as necessary.
Customer Service Representative - Remote
Blue Cross & Blue Shield of SC
Florence, SC
02.2020 - 10.2022
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Conducted regular follow-up calls with customers after resolving their issues.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Answered inbound calls, chats and emails to facilitate customer service.
Claims Data Specialist - Remote
Blue Cross & Blue Shield of SC
Florence, SC
04.2016 - 02.2020
- Provided technical support and guidance on data management to team members.
- Drafted documentation on possible improvements to incoming data policies and data storage techniques.
- Extracted, imported, and exported data into various database applications.
- Gathered and documented statistical information to generate reports.
Customer Service Cashier
Hardees Restaurant
Mullins, SC
09.2013 - 07.2016
- Processed returned merchandise by strictly following store return and exchange procedures.
- Processed customer payments quickly and returned exact change and receipts.
- Performed daily opening and closing procedures such as counting money in cash drawers and checking bank deposits against total sales receipts for accuracy.
- Greeted customers promptly and responded to questions.
Education
Associate of Science - Medical Billing And Coding
Ultimate Medical Academy
Clearwater, FL06-2021
Skills
- Complaint resolution
- Customer service
- Data collection
- Customer relations
- Verbal and written communication
- Dispute resolution
- Service upselling
- Claims review
- Accuracy and precision
- Claims
- Medical terminology
Timeline
Customer Service Representative
QVC
11.2022 - Current
Customer Service Representative - Remote
Blue Cross & Blue Shield of SC
02.2020 - 10.2022
Claims Data Specialist - Remote
Blue Cross & Blue Shield of SC
04.2016 - 02.2020
Customer Service Cashier
Hardees Restaurant
09.2013 - 07.2016
Associate of Science - Medical Billing And Coding
Ultimate Medical Academy