Dorinda Graham
West Plains,MO
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Progressive
Cleveland, OH
11.2023 - Current
- Resolved customer inquiries regarding policy details, claims, and coverage options.
- Collaborated with cross-functional teams to enhance customer experience and streamline processes.
- Mentored junior representatives on best practices for customer interactions and problem resolution.
- Implemented feedback mechanisms to improve service delivery and client satisfaction rates.
front office
C and D farms
West Plains, MO
12.2012 - Current
- Take orders compare previously prepared bank statements with canceled checks and reconcile discrepancies.
- Route statements for mailing and or over-the-counter delivery to customers.
- Monitor equipment to ensure proper operation.
- Worked effectively in fast-paced environments.
- Managed daily operations to ensure efficient workflow and high service standards.
Customer Service Representative
American Family Insurance
West Plains, MO
02.2022 - 08.2023
- Take insurance claims on home and automobile.
- Managed customer inquiries regarding policy details and claims processes.
- Resolved complex issues, ensuring customer satisfaction and retention.
- Educated clients on coverage options, enhancing understanding of policies.
- Streamlined communication between departments to improve service efficiency.
- Analyzed client feedback to identify areas for process improvement.
- Implemented training programs that improved team performance metrics.
- Led initiatives to enhance digital self-service options for clients.
Patient Account Specialist
Air Evac Lifeteam
West Plains, MO
05.2018 - 03.2022
- Talk to patients, get demographic information, verify insurance, talk to insurance and verify coverages send accounts to insurance, If patients have no insurance I screen and see if they can get Medicaid or help with a hardship program.
- Streamlined claims processing by implementing improved tracking systems, enhancing efficiency of operations.
- Trained new staff on billing protocols and software applications, fostering a collaborative work environment.
Nester/grader
Armstrong Flooring
03.2013 - 07.2015
- Learn to follow safety regulations.
- Take action and avoid potential hazards or obstructions such as utility lines other equipment and other workers or falling objects.
Education
High school -
West plains high
Bachelor's degree - undefined
Skills
- Front Desk
- Front Office
- Clerical (8 years)
- Medical Office Experience
- Medical Scheduling
- Insurance Verification
- Customer service
- Medical Records
- Medical Terminology
- Medical Billing
- Medical Receptionist
- Microsoft Outlook
- Medical Coding
- Transcription
- Microsoft Excel
- HIPAA
- Administrative Experience
- Sales
- Data Entry
- QuickBooks
- Active listening
- Complaint resolution
- Payment processing
- Critical thinking
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
Accomplishments
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Efficiently handled over 80 calls daily, delivering information and service to guarantee customer satisfaction.
- Promoted products and encouraged customers to upgrade their existing product plans.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Certification
- CNA
- May 2003 to Present
Timeline
Customer Service Representative
Progressive
11.2023 - Current
Customer Service Representative
American Family Insurance
02.2022 - 08.2023
Patient Account Specialist
Air Evac Lifeteam
05.2018 - 03.2022
Nester/grader
Armstrong Flooring
03.2013 - 07.2015
front office
C and D farms
12.2012 - Current
Bachelor's degree - undefined
High school -
West plains high
Additional Information
I have been working on time management, production and processing, economics, accounting, computers and electronics