Diamond Burton
VXI Global Solutions LLC
Richmond,VA
10
years of professional experience
Results-driven professional with over 7 years of experience in customer service, claims processing, and data management across various sectors, including insurance and healthcare. Demonstrated expertise in technical support, prior authorization, and effective communication, with a proven ability to enhance operational efficiency and improve customer satisfaction. Adept at analyzing workflows, implementing process improvements, and collaborating with cross-functional teams to resolve complex issues. Committed to delivering high-quality service and maintaining data integrity in fast-paced environments.
Work History
Technical Support Agent
1 Year 2 Months- Provided technical assistance and troubleshooting support to customers via phone.
- Diagnosed technical problems and guided customers through step-by-step solutions.
- Conducted research on issues utilizing internal systems and knowledge bases to identify resolutions.
- Recorded customer interactions, troubleshooting actions, and resolutions accurately.
- Handled multiple systems while achieving quality productivity and customer satisfaction objectives.
- Raised complex issues following company protocols.
Insurance Benefit Specialist
2 Years 5 Months- Conduct thorough verification of insurance benefits for both providers and members, ensuring accurate understanding of coverage, deductibles, and co-payments.
- Assist members in understanding their benefits, coverage options, and any potential out-of-pocket costs, providing clear and concise information to enhance their experience.
- Utilize CPT coding to accurately identify and document medical procedures and services, ensuring proper billing and reimbursement for healthcare providers.
- Review and process claims submissions, ensuring accuracy and completeness, and follow up on any discrepancies or denials with providers.
- Process prior authorization requests for medical procedures and treatments, collaborating with healthcare providers to gather necessary documentation and ensure compliance with insurance policies.
Bankcard Claims Processor
1 Year 2 Months- Serve as the primary point of contact for clients regarding their bankcard travel claims, providing clear explanations of the claims process and addressing any inquiries or concerns.
- Make informed decisions regarding claim approvals or denials based on established guidelines, ensuring fair and consistent processing.
- Work closely with internal teams, including customer service, underwriting, and compliance, to resolve complex claims issues.
- Proactively reach out to financial institutions and other relevant companies to gather necessary information for claim processing, ensuring timely and accurate resolution of claims.
- Implement and enhance streamlined workflows for claims processing, reducing turnaround times and improving overall efficiency in claim resolution.
Data Entry Coordinator
1 Year 4 Months- Accurately input patient information, including medical histories, appointment schedules, and COVID-19 records, into the electronic health record (EHR) system, ensuring compliance with data privacy regulations.
- Conducted regular audits of data entries to identify and correct discrepancies, maintaining high standards of accuracy and reliability in patient records.
- Organized and maintained physical and electronic files, ensuring easy access to patient information for healthcare providers and administrative staff.
- Assisted in coordinating communication between patients and healthcare providers, ensuring timely follow-up on appointments and test results.
- Generated reports on patient data and clinic operations to support management decision-making and improve service delivery.
Roadside Assistance Dispatcher Lead
2 Years 9 Months- Supervise and mentor a team of dispatchers, providing training and support to ensure effective communication and operational efficiency.
- Manage the dispatching of roadside assistance services, ensuring prompt response to customer requests and efficient allocation of resources.
- Serve as the primary contact for customers seeking roadside assistance, addressing inquiries and providing clear information regarding service availability and estimated arrival times.
- Quickly assess and resolve any issues that arise during the dispatch process, including service delays or customer complaints, to maintain high levels of customer satisfaction.
- Analyze dispatch metrics and performance indicators to identify areas for improvement and implement strategies to enhance service delivery.
- Work closely with service providers, towing companies, and internal teams to ensure seamless communication and coordination during service delivery.
- Conduct ongoing training sessions for dispatch staff on best practices, customer service techniques, and system updates to enhance team performance.
- Monitor and maintain accurate records of all roadside assistance calls, ensuring data integrity for performance reporting and analysis.
Technical Support Agent
1 Year 8 Months- Delivered high-quality technical support to customers through multiple communication channels, including phone, email, and chat, addressing inquiries related to Samsung appliances, including troubleshooting, setup, and maintenance.
- Diagnosed and resolved technical issues efficiently, utilizing strong analytical skills to identify root causes and implement effective solutions for a wide range of Samsung appliances, from refrigerators to washing machines.
- Conducted follow-up calls to ensure customer satisfaction and gather feedback on service quality, contributing to continuous improvement initiatives.
Education
Bachelor Of Business Administration And Management
Highschool Diploma
Skills
Customer Service Excellence
Claims Processing
Data Entry & Management
Technical Support
Prior Authorization & CPT Coding
Dispatch Coordination
Process Improvement
Communication Skills
Collaboration & Teamwork
Attention to Detail
Time Management
Problem-Solving
Technical Proficiency (CRM
SAP
EHR Systems)
Adaptability & Flexibility
Conflict Resolution
Multitasking
Analytical Skills
Quality Assurance
Training & Development
Patient Data Management
Compliance & Regulatory Knowledge
Workflow Optimization
Customer Relationship Management
Empathy & Active Listening
Documentation & Reporting
Timeline
Technical Support Agent
VXI Global Solutions LLC
04.2025 - 06.2026Read More
Insurance Benefit Specialist
Everise, Inc
08.2022 - 01.2025Read More
Bankcard Claims Processor
Allianz Global Assistance USA
05.2021 - 07.2022Read More
Data Entry Coordinator
Premier Medical Associates
01.2020 - 05.2021Read More
Roadside Assistance Dispatcher Lead
Morley Companies
04.2018 - 01.2021Read More
Technical Support Agent
Alorica
08.2016 - 04.2018Read More
ECPI University
Bachelor Of Business Administration And Management
Read More
JL Mann Highschool
Highschool Diploma
Read More