Desaray Russell
Summary
Sharp individual with more than 4 years working as a Senior Representative for Cigna Healthcare. Determined and experienced in various areas, including but not limited to research and leadership, and ready to help others excel.
Overview
5
5
years of professional experience
Work History
Customer Service Senior Representative
Cigna
02.2021 - Current
- Maintained broker satisfaction with forward-thinking strategies focused on addressing broker needs and resolving concerns.
- Answered telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of calls with minimal wait times.
- Offered advice and assistance to brokers, paying attention to special needs or wants.
- Responded to broker requests for products, services and company information.
- Provided primary customer support to internal and external brokers.
- Collected broker feedback and made process changes to exceed satisfaction goals.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize broker needs.
- Educated brokers about billing, payment processing and support policies and procedures.
- Responded to broker requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing broker concerns, demonstrating empathy and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Utilized all tools provided to ensure a timely solution
Customer Service Representative
PRO Unlimited Inc.
08.2019 - 02.2021
- Maintained broker satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of calls with minimal wait times.
- Offered advice and assistance to brokers, paying attention to special needs or wants.
- Assisted in maintaining detailed database to ensure progression withing the department .
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Education
High School Diploma -
Locust Fork High School
Locust Fork, AL05.2019
Skills
- Advanced Excel, Word, Outlook, and Power point
- Refer to systems such as MARX, QNXT, MRDE, Salesforce, Filebound, eEnrollment, Connecture DRX, Cigna for Brokers, Custom Point, Producers University, Knowledge Xchange, OMD, online provider and formulary tool, commission spreadsheets, and State Medicaid Portals and Spreadsheets
- Research and complete eligibility checks, Telephonic Scope of appointments, Provider and formulary search, Contracting and Certification issues, Application status checks, commission statements
- Courteous with Strong Service Mindset
- Data Entry and Maintenance
- Issue and Complaint Resolution
- Strong instructional writing skills with the ability to use basic editing tools
- Assist in projects such as updating spreadsheets for commissions, application status, and brokers status
- Proficient in creating PowerPoint presentations, Standard Operating Procedures (SOP) and job aids
- Efficient and Detail-Oriented
- Calm and Professional Under Pressure
- Time Management
Timeline
Customer Service Senior Representative
Cigna
02.2021 - Current
Customer Service Representative
PRO Unlimited Inc.
08.2019 - 02.2021
High School Diploma -
Locust Fork High School