Desa Howard
Casa grande,United States
Summary
Customer Service Representative Customer Service Representative with over 8 years of experience excelling in high-pressure environments such as healthcare, auto insurance, and Assisted living. Proven track record in managing customer inquiries, solving complex issues, and enhancing customer satisfaction through meticulous attention to detail and comprehensive product knowledge. Adept at multitasking and leveraging communication skills to foster positive experiences and maintain customer loyalty.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Healthcare customer service representative
Molina health care
08.2022 - Current
- Delivering high-quality customer service in the healthcare sector
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Assessed customer complaints to determine eligibility for appeal or grievance filing.
- Reviewed documents submitted by customers in support of their claims before they are entered into the system.
- Advised staff members on best practices when responding to customer inquiries about the appeals process.
- Provided oversight of appeals and grievances process, ensuring compliance with applicable regulations.
- Resolved customer complaints promptly and efficiently.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Provided technical assistance when necessary by troubleshooting any problems with online accounts or applications.
- Answered incoming calls from Medicare beneficiaries, providing them with information regarding their benefits.
Customer Service Auto Insurance
The general insurance
Phoenix, AZ
06.2018 - 08.2022
- Managed premium payments, ensuring timely transactions for auto insurance
- Identified opportunities for upselling additional products or services based on customer needs.
- Resolved customer complaints promptly and efficiently.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered 50 to 100 calls a day
- Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
- Verified insurance coverage eligibility with insurance companies.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Processed applications, endorsements, cancellations, reinstatements, audits, and renewals efficiently and accurately.
- Followed up regularly with customers regarding their policies or any outstanding issues they may have had.
Caregiver
Avista Senior Living
Mesa, AZ
03.2017 - 06.2018
- Prepared meals according to dietary requirements and assisted with feeding when necessary.
- Coordinated transportation services for clients when necessary.
- Provided companionship for elderly clients by engaging in conversation and participating in recreational activities.
- Observed changes in behavior or physical condition that may require medical attention and reported them promptly to supervisor.
- Assisted elderly clients with activities of daily living, such as bathing, dressing and grooming.
- Assisted residents in mobility, including transferring them from wheelchairs to beds or chairs.
- Responded promptly to calls for help from the elderly or disabled clients.
- Made beds, swept floors and sanitized surfaces to support activities of daily living.
Education
Highschool diploma -
Gradsolution
06-2017
Skills
- Time management
- Teamwork
- Problem-solving
- Attention to detail
- Communication
- Adaptability
- Multitasking
- Expert
- Sales force
- Microsoft Word
- HIPAA Compliance
- Meal Preparation
- Basic Housekeeping
- Care Plan Adherence
- Daily living assistance
- Direct Patient Care
- Hoyer Lifting Equipment
- Dementia Care
- Emotional Support
- Dependable and Responsible
- Data Collection
- Appointment Scheduling
- Data Entry
- Inbound and Outbound Calling
- De-Escalation Techniques
- Medical terminology knowledge
- Follow-up skills
- Customer Relations
- Microsoft Office
Personal Information
Title: Customer Service Representative
Certification
- cpr/first aid certified
Timeline
Healthcare customer service representative
Molina health care
08.2022 - Current
Customer Service Auto Insurance
The general insurance
06.2018 - 08.2022
Caregiver
Avista Senior Living
03.2017 - 06.2018
Highschool diploma -
Gradsolution