DeRon Bracy
GERMANTOWN,MD
Summary
Talented Case Manager adept at handling high caseloads without sacrificing quality of care. Operates in high-pressure environments while recommending best resources and courses of action to benefit customer and business needs. Providing an unwavering commitment to customer service, and the ability to build productive relationships, resolve complex issues, and win customer loyalty to find common ground to achieve win-win solutions.
Overview
13
13
years of professional experience
Work History
Billing Case Manager
DC Health Benefit Exchange
12.2018 - Current
- Responsible for educating and assisting Massachusetts small business employers and insurance brokers with the invoicing for their enrollment services.
- Provide communication between clients and providers through consistent follow-ups and progress updates.
- Achieve positive client outcomes by developing and implementing comprehensive case management plans.
- Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
Customer Service Representative
DC Health Link
06.2016 - 12.2018
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Answered constant flow of customer calls with minimal wait times.
- Provide detailed information regarding health care plans from various insurance carriers offered through DC Health Link and The Massachusetts Health Connector.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted small business employers and brokers in navigating the company website to establish small business health and dental coverage offerings for employees, as well as assisting employees with enrolling into offered coverage.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Call Center Supervisor
Cintex Wireless
08.2013 - 06.2016
- Supervised six (6) customer service representatives in providing excellent customer service to callers requiring assistance for their wireless service needs.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Streamlined call center operations for increased efficiency by implementing new scheduling and workforce management strategies.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
- Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Created an inclusive work environment that embraced diversity while maintaining professionalism at all times.
- Designed customized performance evaluations for individual agents to highlight strengths as well as areas for improvement.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Collector Agent
Wells Fargo
09.2011 - 08.2013
- Improved customer satisfaction by effectively negotiating payment plans tailored to individual financial situations.
- Maintained accurate records of customer payments and contact information, ensuring efficient collection processes.
- Reduced delinquency rates through proactive communication and follow-up with debtors.
- Increased recovery rates by conducting thorough account research and identifying potential sources of repayment.
- Resolved disputes with customers, resulting in mutually agreeable payment arrangements and preserving positive relationships.
Education
No Degree -
Montgomery County Community College
Germantown, MDHigh School Diploma -
Northwest High School
Germantown, MDSkills
- Call Center Supervisor (3 years)
- Customer service (experience over 20 years)
- Business operations experience
- Communication skills,
- Data Entry
- Record keeping
- Proficient in: Microsoft Excel, Microsoft Outlook, and Microsoft Word
- Multiline Phone Use
Timeline
Billing Case Manager
DC Health Benefit Exchange
12.2018 - Current
Customer Service Representative
DC Health Link
06.2016 - 12.2018
Call Center Supervisor
Cintex Wireless
08.2013 - 06.2016
Collector Agent
Wells Fargo
09.2011 - 08.2013
No Degree -
Montgomery County Community College
High School Diploma -
Northwest High School
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