DENIESHA J. HOLLIDAY
Victorville,California
Summary
Experienced, highly motivated, and detail oriented innovator with years of experience providing information about services to customers and clients. Outstanding communicator offering strong phone etiquette and active listening skills.
Overview
10
10
years of professional experience
Work History
Customer Care Representative II
Elevance Health
, CA
04.2024 - Current
- Provide assistance in the support chat to fellow customer care representatives
- Take escalation calls
- Provide claim issue resolution
- Validate release of information forms received via email and send to consents for approval and logging approved ROI’s on file in flex care
- Provide mentoring to new hires on handling and navigating through each call and learning each system
- Responds to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims
- Operates a PC/image station to obtain and extract information, documents information, activities and changes in the database
- Thoroughly documents inquiry outcomes for accurate tracking and analysis
- Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner
- Researches and analyzes data to address operational challenges and customer service issues
- Provides external and internal customers with requested information
- Uses computerized systems for tracking, information gathering, and trouble shooting
- Seeks, understands, and responds to the needs and expectations of internal and external customers
Customer Care Representative
Elevance Health
, CA
02.2023 - 04.2024
- Provide mentoring to new hires on handling and navigating through each call and learning each system
- Responds to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims
- Operates a PC/image station to obtain and extract information, documents information, activities and changes in the database
- Thoroughly documents inquiry outcomes for accurate tracking and analysis
- Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner
- Researches and analyzes data to address operational challenges and customer service issues
- Provides external and internal customers with requested information
- Uses computerized systems for tracking, information gathering, and trouble shooting
- Seeks, understands, and responds to the needs and expectations of internal and external customers
Paratransit Dispatcher Route/Scheduling Clerk
Keolis Transit America
Hesperia, CA
10.2019 - 02.2022
- Supervise operators in direction of routes and Immediate situations
- Operates a PC/image station to assign buses and routes for operators
- Ensure all drivers pulled out on time
- Coordinates dispatching of operators by receiving and transmitting radio calls
- Supply written documentation of incidents involving drivers including call outs by operators
- Arrange coverage for any call offs within operator staffing
- Promptly provide clients with information on bus location and ETA’s
- Maintain accurate, up to date files and logs
- Assist operators in ensuring clients are delivered in a timely manner
- Assemble schedules for the following day of service
- Clearly document all cancellations and no shows
- Assist in other departments as needed
- Effectively communicate any issues with managers as situations arise
- Reported delays, accidents or other traffic and transportation situations.
- Verified driver credentials prior to assigning them a route or task.
- Supervised driver dispatching, route planning and vehicle tracking for over 25 drivers.
Customer Service Associate
Majestic Beauty Supply
Victorville, CA
04.2018 - 10.2019
- Partnered with internal teams to uncover customer needs and cross-sell opportunities.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Recommended and initiated product offerings to meet customer changing needs.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Cashier, Mark Down Processor, Cash Office Clerk
Marshalls Tjx Companies
Compton, CA
05.2014 - 04.2016
- Assisted customers with checkout
- Received payment by cash, check, credit, and debit cards
- Issued receipts, refunds, store credit or change due to customers
- Resolved customers concerns, issues, or any dissatisfactions
- Maintained front end
- Answered phones
- Scanned items in store reducing prices
- Logged money in the system
- Provided change for registers
- Closed tills
- Counted of all registers
Education
Associates Degree -
El Camino College
Compton, CADominguez High School
Compton, CASkills
- Excellent Time Management
- Call center experience
- Data Entry
- Supervisory Experience
- Microsoft (Word
- Powerpoint, Excel, Teams)
- Excellent Communication
- (Verbal/Written)
- Excellent Customer Service
- Coordination
- Emergency Resolution
- Excellent Organization
- Excellent Multitasking
- Zoom/Teams
- Dual Monitor Operation
- 2-Way Radio Operation
- Appointment Scheduling
- Problem Resolution
- Documentation and Reporting
- Inbound Customer Service
- Call Documentation
- Route Management
- Calm and Professional Under Pressure
- Computer Skills
Timeline
Customer Care Representative II
Elevance Health
04.2024 - Current
Customer Care Representative
Elevance Health
02.2023 - 04.2024
Paratransit Dispatcher Route/Scheduling Clerk
Keolis Transit America
10.2019 - 02.2022
Customer Service Associate
Majestic Beauty Supply
04.2018 - 10.2019
Cashier, Mark Down Processor, Cash Office Clerk
Marshalls Tjx Companies
05.2014 - 04.2016
Associates Degree -
El Camino College
Dominguez High School