Destinee Scott
Customer Service Representative/Sales/Data Entry Work from Home
Dallas,TX
Summary
Professional – Expertise in a broad scope, including Administration, Customer Service with Medical and Accounting/Data Entry. Entry level Sales Profile – I have a professional track record in creativity and organization. A highly energetic person works well independently and as a team player. Work well under pressure and respond to change by finding innovative ways to perform tasks and complete the objective. Willing to learn and easily grasp new tasks in a work environment. The ability to multitask in a fast-paced environment. Qualified Claims Representative versed in investigating claims, verifying information and managing settlements. Friendly and upbeat team player with organized and disciplined approach.
Overview
6
6
years of professional experience
Work History
Lead Claims Support Representative
Prudential Insurance
Dallas, TX
07.2022 - Current
- Processed intake/medical claims for employees for short- and long-term disability and responding to incoming calls in a high-volume call center
- Attended mandatory virtual meetings and email correspondence
- Review all incoming claims to verify necessary information, Process claims accurately/efficiently, enter claims data and information into the computerized claims processing system, provide backup to other examiners within the department, maintain production standards for direct data entry claims
- Worked productively in fast-moving work environment to process large volumes of claims.
- Interviewed policyholders to verify information and obtain additional details.
- Maintained accurate and up-to-date records of claim information for future reference.
- Researched and analyzed complex claims to determine next steps and possible outcomes.
- Investigated accidents or incidents to determine cause and extent of damages.
- Notified insurance agents and accounting departments of policy cancellations and changes.
- Processed and recorded new policies and claims.
Overnight Customer Service Representative
Expedia – WFH
10.2021 - 05.2022
- Duties included but not limited to assisting customers in all aspects of travel needs and processing payments, also responding to emails, and offering promotions and upselling if applicable
- The customer’s primary point of contact through their process
- Support property owners, managers and travelers with excellent customer service assisting with their arrangements via phone or email
- Display flexibility towards shifts as per business requirements
- This was a high-volume call center working from home.
- Investigated and resolved accounting, service and delivery concerns.
- Developed and updated databases to handle customer data.
- Increased efficiency and team productivity by promoting operational best practices.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Delivered prompt service to prioritize customer needs.
Customer Care Representative/Medicaid Specialist
IQor
Plano, Texas
09.2017 - 10.2021
- Duties consist of processing claims for lost or damaged cellular devices for mobile phone customers
- Also, assisted customers with technical support via knowledge base
- Set up to have devices repaired in a service center if not able to assist via phone or chat
- Educated clients that called in about their active Medicaid benefits, assist clients in completing their Medicaid application, document if the client had income or assets in the note section of the system, help clients obtain personal documents necessary to activate Medicaid, assist clients with enrolling in the Medicaid plan of their choice such as Molina.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Resolved concerns with products or services to help with retention and drive sales.
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Handled customer inquiries and suggestions courteously and professionally.
Skills
SKILLS - Strong customer service skillsPoint of sale software and computer-based scheduling and Upselling are a plus Verbal and written communications are excellentMicrosoft Word, Excel, QuickBooks, Microsoft Access, typing 40-50 wpm, Data Entry 13,000 keystrokes by touch, Management and Training other employees
Policy understanding
Coverage assessments
Documentation abilities
Reporting skills
Patient contact
Insurance coverage verification
Account management
Data integrity
Good Telephone Etiquette
Excellent administrative abilities
Timeline
Lead Claims Support Representative
Prudential Insurance
07.2022 - Current
Overnight Customer Service Representative
Expedia – WFH
10.2021 - 05.2022
Customer Care Representative/Medicaid Specialist
IQor
09.2017 - 10.2021