Diana Clay
Emblem Health Insurance
Douglasville,GA
18
years of professional experience
Detail-oriented administrative and customer service professional with experience resolving member inquiries, processing service requests, and maintaining accurate records. Skilled in customer relations, critical thinking, and clear communication. Focused on improving service quality and efficient issue resolution.
Work History
Customer Service Representative/Administrative Assistant
5 Years 3 Months- Processed service requests while maintaining accurate documentation in customer information systems.
- Resolved member inquiries regarding benefits, eligibility, claims, and coverage details.
- Guided members through plan resources, authorization steps, and claim follow-up procedures.
- Escalated complex issues to appropriate departments and tracked resolutions through completion.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Switchboard Operator
3 Years 5 Months- Managed multi-line switchboard calls, routing inquiries to appropriate departments with accuracy and professionalism.
- Answered incoming calls promptly, providing courteous assistance and directing members to correct resources.
- Monitored call flow, prioritized urgent requests, and maintained efficient communication across departments.
- Updated contact and directory information to support accurate internal call transfers and message handling.
- Resolved routine caller issues independently while maintaining calm, professional communication.
Check Processor
9 Years 5 Months- Processed high-volume check items, verifying MICR data, endorsements, and amounts for accuracy.
- Balanced daily work queues, resolving exceptions and routing unmatched items for correction.
- Inspected deposits and remittance details, ensuring compliance with processing standards and client requirements.
- Reconciled processed items against control totals, reducing posting discrepancies and workflow delays.
- Applied quality checks to identify malformed, duplicate, or unreadable checks before final submission.
Education
High School Diploma
Business - Accounting
Skills
Customer service
Customer relations
Call management
Documentation management
Data entry
Critical thinking
Call routing
Timeline
Customer Service Representative/Administrative Assistant
Emblem Health Insurance
01.2009 - 04.2014Read More
Switchboard Operator
HIP Health Plan of NY
08.2005 - 01.2009Read More
Check Processor
Fiserv, Inc.
02.1996 - 07.2005Read More
CPU Unlimted Business
Business from Accounting
Read More
Selma High
High School Diploma
Read More