DESTINY DENSON

• Provided expertise and customer service support to members, customers, and/or providers,
• Acts as resource to others
• Works independently.
• Applies knowledge/skills to range of moderately complex activities.
• Proactively identifies solutions to non-standard requests.
• Managed over 75 customer/provider calls per day.
• Solves moderately complex problems on own.
• Plans, prioritizes, organizes and completes work to meet established objectives.
• Gather appropriate data/information and perform initial investigation to determine scope and depth of question/issue.
• Ensure proper documentation of caller questions/issues.
• Demonstrate knowledge of applicable health care terminology
• Maintain knowledge of information/process changes
• Identify inaccurate/inconsistent information found in systems/tools and communicate to appropriate resources.
• Provide mentoring to other team members, as needed.
• Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
• Provide clear and timely communication throughout claims process.
• Facilitated smooth transitions for policyholders during claim process by liaising between various departments.
• Examined claims forms and other records to determine insurance coverage.

• Streamlined call center processes for improved efficiency and reduced wait times.
• Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
• Managed over 75 customer/provider calls per day.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Maintained up-to-date knowledge of product and service changes.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Developed and updated databases to handle customer data.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Screened visitors and issued badges to maintain safety and security. Scheduled appointments and conducted follow-up calls to clients. Maintained daily report documents, memos and invoices. Answered multi-line phone system enthusiastically greeted callers. Created and updated records and files to maintain document compliance. Entered data into system and updated customer contacts with information to keep records current. Maintained office supplies inventory by checking stock and ordering new supplies. Provided clerical support to company employees by copying, faxing and filing documents. Responded to emails and other correspondence to facilitate communication and enhance business processes. Managed over 40 customer and client calls per day.

• Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
• Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.