Diamon Goins
Las Vegas,NV
Summary
Experienced Customer Support Specialist exceeding customer and patron expectations. Thrives in high-pressure situations, consistently resolving issues and improving satisfaction through clear communication and effective problem-solving. Exceptional at finding mutually beneficial solutions.
Overview
9
9
years of professional experience
Work History
Medical Collections Specialist
Uscb
Los Angeles, CA
03.2024 - Current
- Managed daily collections and accounts receivable, implementing effective strategies to optimize collections and minimize aged accounts.
- Successfully executed month-end and year-end closings, meticulously maintaining audit-ready records, while closely monitoring the prompt recording of accounting transactions.
- Efficiently processed and applied customer payments, maintaining accuracy in updating account balances.
- Utilized strong verbal skills to engage in meaningful dialogue with customers, assessing their needs and requirements.
- Managed clients' debt repayments by establishing suitable payment schedules in relation to their financial conditions.
- Maintained accurate records of collection efforts.
- Maintained consistent follow-ups on legal claims to verify patients' outcomes, updating statuses and securing due payments.
- Maintained compliance with privacy and security protocols regarding customer information.
- Implemented regular outbound collections calls to an average of 150 account holders per day.
Prescription Benefit Manager
Alorica/Ingenio RX
Las Vegas, Nevada
11.2019 - 01.2024
- Oversaw the management of healthcare plans related to prescription drugs for a prominent health insurance company.
- Managed formulary development process while conducting drug utilization reviews and approving prior authorizations
- Analyzed data, identified cost-saving opportunities, and enhanced member outcomes
- Collaborated with pharmacies and healthcare providers to optimize medication management.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Ensured customer satisfaction by effectively addressing issues with knowledgeable and friendly service.
Front Desk Receptionist
Extended Stay Hotels
Oakland, California
01.2017 - 10.2019
- Prioritized cleanliness and organization in work area
- Directed guests promptly and professionally, ensuring a welcoming atmosphere
- Managed check-ins/outs, reservations, and guest inquiries with a courteous and efficient approach.
- Arranged special accommodations for guests to enhance visitor experiences.
- Managed phone calls and emails, addressing inquiries promptly and effectively
- Accurately processed cash and credit card transactions, ensuring financial accuracy throughout shifts
- Utilized communication skills to assist guests in a timely manner and provide exceptional service.
Sales Associate
Macy's
San Leandro, California
01.2016 - 10.2019
- Skilled in building relationships and effectively resolving customer concerns
- Knowledgeable about products and able to provide expert recommendations to customers
- Provided every customer with comprehensive assistance upon entering store through merchandise selection and completion of purchases.
- Experienced in organizing store displays and maintaining inventory levels to optimize sales
- Trained new employees on store policies, procedures, and customer service techniques
- Organized and executed promotional events, increasing customer foot traffic and sales.
Education
High school diploma -
Rudsdale
Oakland, CA01.2013
Some College (No Degree) - Criminal Justice
Miracosta College
Oceanside, CASome College (No Degree) - Psychology
College of Southern Nevada
Las Vegas, NVSkills
- Active Listener
- Empathetic
- Exceptional Customer Service
- Multitasking and Prioritization
- Cash and Credit Card Handling
- Customer Relationship Management
- Cleanliness and Organizational skills
- Time Management
- Strong Analytical and Problem Solving Skills
- Strong Verbal and Written Communication
- Reliable and trustworthy
- Teamwork and Collaboration
- Database Maintenance
Personal Information
Title: Customer Care Representative
Timeline
Medical Collections Specialist
Uscb
03.2024 - Current
Prescription Benefit Manager
Alorica/Ingenio RX
11.2019 - 01.2024
Front Desk Receptionist
Extended Stay Hotels
01.2017 - 10.2019
Sales Associate
Macy's
01.2016 - 10.2019
High school diploma -
Rudsdale
Some College (No Degree) - Criminal Justice
Miracosta College
Some College (No Degree) - Psychology
College of Southern Nevada