Donna Daniels
Baton Rouge,LA
Overview
19
19
years of professional experience
Work History
CSR Trainer
TTec
New York, NY
09.2023 - 12.2024
- Company Overview: TTec work from home
- Train other employee for Toll Collector rules regulations on riding, crossing many toll bridges in NY
- TTec work from home
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Developed strong relationships with customers to ensure satisfaction and loyalty.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
CSR - Customer Service Representative/Remote
TTEC
Boulder, CO
11.2022 - 03.2023
- Company Overview: Work for Blue Cross/Blue Shield of Tx & Illinois.
- Answer phone given claim statues & benefits.
- Work for Blue Cross/Blue Shield of Tx & Illinois.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Performed account maintenance activities such as updating client information in databases.
Customer Service Representative /REMOTE
SoulTran/Ttech
Baton Rouge, LA
12.2019 - 12.2021
- Company Overview: Customer Service Representative at home
- Received called from customers for medical supplies, from a catalog, to be sent to their homes every quarter, for a certain amount.
- Customer Service Representative at home
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
Customer Service Representative/Remote
Ttech/Best Buy
Englewood, CO
04.2014 - 12.2019
- Company Overview: Customer Service Representative/At Home
- Answer phone to help with returns, refunds, lost packages, Orders.
- Customer Service Representative/At Home
- Prevented key account losses by researching discrepancies and correcting problems.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered customer inquiries via phone, email, and chat.
Customer Service Representative/Remote
Ttech/Intuit
Englewood, CO
01.2014 - 04.2014
- Company Overview: Customer Service Representative/At Home
- Answer incoming calls about turbo tax forms, tech support for software issues.
- Customer Service Representative/At Home
- Prevented key account losses by researching discrepancies and correcting problems.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered customer inquiries via phone, email, and chat.
Customer Service Representative/Support/Remote
Convergys/Comcast
Denver, CO
01.2013 - 01.2014
- Company Overview: Customer Service Representative/Support
- Taking payment, customer solutions, tech support.
- Customer Service Representative/Support
- Contacted customers about potential service upgrades, new services and account changes.
- Resolved customer complaints promptly and efficiently.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Customer Representative/Remote
Sykes/Cigna Health Care
Cincinnati, OH
06.2011 - 01.2013
- Company Overview: Customer Representative/At Home
- Talk to customers and dental providers about benefits, found doctors in the area, gave Benefits, gave estimate of payment to providers.
- Customer Representative/At Home
- Participated in team meetings to discuss best practices for resolving customer issues.
- Demonstrated strong problem solving skills in addressing customer issues.
- Provided product and service information to customers.
Member Services Representative
PEOPLES HEALTH NETWORK
Metairie, LA
12.2005 - 06.2011
- Scanned all legal documents coming into company.
- Answering phone on a Que, answering question to providers and members about Medicare Advantage plan, give our prescriptions coverage and copay, send ID cards, order durable medical equipment, change addresses.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Updated system with order specifics and customer details, preferences, and billing information.
Education
Associate Degree - Medical Billing & Coding
Everest University
08.2012
Skills
- Medical Coding
- Medical Billing
- Technical Support
- CPT Coding
- Tax Experience
- Medicare
- Insurance verification
- ICD-10
- ICD coding
- ICD-9
- Customer service
- Typing
- Medical office experience
- EMR systems
- Microsoft Outlook
- Data entry
- Payment processing
- Technical support
- Billing procedures
Languages
English
Professional
Timeline
CSR Trainer
TTec
09.2023 - 12.2024
CSR - Customer Service Representative/Remote
TTEC
11.2022 - 03.2023
Customer Service Representative /REMOTE
SoulTran/Ttech
12.2019 - 12.2021
Customer Service Representative/Remote
Ttech/Best Buy
04.2014 - 12.2019
Customer Service Representative/Remote
Ttech/Intuit
01.2014 - 04.2014
Customer Service Representative/Support/Remote
Convergys/Comcast
01.2013 - 01.2014
Customer Representative/Remote
Sykes/Cigna Health Care
06.2011 - 01.2013
Member Services Representative
PEOPLES HEALTH NETWORK
12.2005 - 06.2011
Associate Degree - Medical Billing & Coding
Everest University
Personal Information
Work Permit: Authorized to work in the US for any employer
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