DERRAUNA CALHOUN
Arlington ,TX
Summary
Dedicated customer service professional with a strong understanding of service delivery and proven multitasking abilities. Committed to fostering professional relationships to drive business results and increase profitability. Brings top-notch skills in oral and written communication, active listening, and analytical problem-solving. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
Claims Processor & Customer Service Rep
Aetna, a CVS Health
Garland, TX
10.2024 - 02.2025
- Maintained focus and upheld professional standards while managing and addressing complex conflicts.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Handled 3-5 claim calls daily.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Managed workload and priorities to meet claims processing meet deadlines.
- Enhanced claim processing efficiency by implementing new software and streamlining procedures.
Customer Service Representative
Hart Medical Equipment
Dallas, TX, USA
08.2022 - 09.2024
- Provide excellent service and support as the first point of contact for patients
- Managed incoming patient calls, addressed inquiries, and resolved issues resulting in high patient satisfaction
- Worked effectively in a fast-paced environment
- Reviewed medical bills for accuracy prior to submission to insurance companies
- Handled 7-10 claim calls daily .
- Followed up with patients regarding their treatment plans as directed by physicians
- Assisted customers with scheduling appointments and follow-up care
- Communicated effectively with various departments within the organization in order to resolve customer issues quickly
- Handled escalated customer concerns regarding claim denials or delays with empathy and professionalism.
- Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.
- Followed up with customers on unresolved issues.
- Assisted in onboarding of new claims processors to familiarize with company procedures, policies and processes.
Customer Service Representative
Etech
Dallas, TX, USA
02.2021 - 07.2022
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered constant flow of customer calls with minimal wait times
- Investigated and resolved customer inquiries and complaints quickly
- Met customer call guidelines for service levels, handle time and productivity
- Established knowledge of protocols, answering customer inquiries, and reducing wait times by 7+ minutes
- Provided primary customer support to internal and external customers
Customer Service Representative
NTTA
Dallas, TX, USA
06.2020 - 01.2021
- Answered calls exceeding target call rates
- Maintained a professional, friendly demeanor with customers at all times
- Set up new accounts, made account changes, and processed
- Resolved customer complaints in a timely manner
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support
- Ensured customer satisfaction through effective problem resolution
Education
Associate Degree - Business
TJC
Tyler, TX06.2023
Diploma - Diploma
H Grady Spruce Highschool
Dallas, TX05.2020
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Order processing
- Team development
- Documentation
- Administrative support
- Data collection
- Spreadsheets
- Reading comprehension
- Microsoft PowerPoint
- Customer education
- Multi-line phone talent
- Coordination
- Claims review
- Claims processing
- Microsoft office
- Documentation skills
- Data entry software
- Transactions reconciliation
Timeline
Claims Processor & Customer Service Rep
Aetna, a CVS Health
10.2024 - 02.2025
Customer Service Representative
Hart Medical Equipment
08.2022 - 09.2024
Customer Service Representative
Etech
02.2021 - 07.2022
Customer Service Representative
NTTA
06.2020 - 01.2021
Diploma - Diploma
H Grady Spruce Highschool
Associate Degree - Business
TJC