DShuna Fortune
Houston,TX
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
14
14
years of professional experience
Work History
ACSR
Willis Towers Watson
Houston, TX
01.2022 - Current
- Assist with enrolling participants into the health , dental and vision insurance plans such as Medigap, PDP and Supplement plans . Provided by to name a few Aetna , Bluecross Blueshield and United Healthcare etc . . Educating participants on the HRA process and assisting them with navigating the online website. High call volume receiving and making outbound calls to participants averaging 50 -100 application completed. Applying quantitative methods to support legal requirements and performance reviews tailored to a strategic approach to QA an application. Providing constructive positive feedback identifying areas of opportunity and acknowledging the employees professional effort and satisfaction of their performance. Providing excellent customer service and support to our participants on the healthcare journey. Maintained a quiet and secured work from home environment .
Funding Specialist
Vroom
Houston
03.2019 - 01.2022
- Review and verify customers sensitive materials such as a driver's license, auto insurance, and vehicle titles . Confidentiality manage, analyze, and process customers' credit applications, ensuring accuracy of customer data, and adherence to Vroom's processing policies. • Quality assure the structure and configuration of consumer contracts when they sell or purchase a vehicle with Vroom. Analyze customers personal identification , bank statements and transactions, documents for any potential fraudulent activity Ensured data integrity in customer documents, boosting process efficiency. Managed a pipeline of 100 + pending contracts. Maintained a quiet and secured work from home environment .
Medical Appointment Scheduler
General Dynamics
Houston , TX
08.2016 - 02.2019
- Scheduled radiology appointments such as mammograms, ultrasounds , MRIs and CT scans . Adhered to company policies when scheduling appointments for patients. Handle questions and concerns regarding patient imaging needs .Make outbound calls to schedule radiology appointments. Participate in coaching sessions to improve performance. Document all patient/member interactions via management softwareAdhered to company policies when scheduling appointments for customers. Called no shows and cancellations to reschedule . Efficiently scheduled over 100 patients appointments weekly, from CT scans Expertly managed client databases, ensuring accurate and timely follow-ups, resulting in a 20% increase in lead conversions. Consistently exceeded monthly appointment targets by 15%. Maintained a professional and possible attitude towards colleagues sharing the same work environment .
Property Manager
United Properties Group
Houston, TX
05.2011 - 08.2016
- Implemented rental payment policies and pursued delinquent accounts via phone calls and personal visits.Enhanced event space quality by partnering with construction crews and contractors to complete maintenance and repairs.Collected rent from tenants to pay maintenance and repair costs and other expenses.Trained team members for assistant management roles and non manager roles Maintained operational facilities attractiveness to potential tenants by organizing regular maintenance, major repairs and capital improvement projects. Boosted occupancy 95% by leveraging market knowledge and successful promotional strategies. Designed marketing strategies to attract customers and increase sales. Maintained a professional and possible attitude towards prospects and colleagues.
Education
High School Diploma -
Willowridge High School
Houston, Texas06-2004
Skills
- Scheduling, Account updating, Complaint resolution ,Tactful and diplomatic, Customer Relations Management , Effective Listening, Experian Transact Financial, Document Review, Detail-Oriented Appraisals, Excellent Verbal/Communication, Problem Solving, Organization , Multitask , Analysis, Microsoft Office , Time Management , Call Center , Type 30-40 wpm, Interpersonal skills, Fraud Analysts, Excel, Leadership and Product knowledge, Technical troubleshooting, Time management, Credit adjustments , CRM software proficiency Medical terminology proficiency
Timeline
ACSR
Willis Towers Watson
01.2022 - Current
Funding Specialist
Vroom
03.2019 - 01.2022
Medical Appointment Scheduler
General Dynamics
08.2016 - 02.2019
Property Manager
United Properties Group
05.2011 - 08.2016
High School Diploma -
Willowridge High School