Dymond Landers
Montgomery,AL
Summary
Dynamic customer service professional with a proven track record at Alorica, enhancing first-call resolution rates by 25%. Skilled in claims processing and negotiation, I excel in high-pressure environments, ensuring client satisfaction through empathy and effective communication. Committed to maintaining accuracy and confidentiality while improving operational efficiency.
Overview
9
9
years of professional experience
Work History
Express Script Specialty Remote
Sitel
04.2024 - 05.2025
- Answering telephone calls and processed all quotes requests and any clients and concerns.
- Worked closely with agents to make potential clients are satisfied with all policies and quotes provided.
- Providing high-quality customer service to an average of 60 calls per day, maintaining a 90% first-call resolution rate.
- Verified insurance eligibility and processing claims accurately, minimizing delays, ensuring their comfort and well being.
- Maintained accurate and confidential patient records, adhering to HIPPA regulations.
- Improved customer satisfaction scores by 40% through proactive communication and problem-solving.
Accredo Specialty Pharmacy
Alorica
05.2019 - 05.2024
- Provided quality customer service in a high-volume call center, processing enrollments, providing recommendations, and assisting with billing inquiries.
- Documented all calls using Salefoce CRM system for the follow ups.
- Validating all prescriptions and doctors.
- Increased first-call resolution rate by 25% by effectively resolving complex customer inquiries in real time.
- Collaborated with cross functional teams to address technical issues, streamline onboarding processes.
- Demonstrated excellent verbal and written communication skills to effectively communicate with customers.
Customer Service Representative
Alorica
03.2016 - 05.2019
- Assisting customers in resolving billing inquiries and disputes, ensuring high levels of customer satisfaction.
- Manage high-volume of incoming calls, prioritizing urgent matters and providing timely solutions.
- Collaborated with the collections team escalate delinquent accounts and negotiate payments and arrangements.
- Implement new strategies to improve collections process resulting in 15% reduction in overdue accounts.
Education
High School Diploma -
James Madison High School
Atlanta, GA03.2014
Skills
- Empathy and Patience
- Negotiation
- Claims process
- Data Entry
- Scheduling
- 45wpm
- Insurance Verfication
- Analysis
- Communicate
- Quality Assurance
- Microsoft office
- Emails and chats
- Time management and prioritization skills
- Strong attention to details
- Ability to handle strong calls
- Knowledge to collection regulations and practices
Timeline
Express Script Specialty Remote
Sitel
04.2024 - 05.2025
Accredo Specialty Pharmacy
Alorica
05.2019 - 05.2024
Customer Service Representative
Alorica
03.2016 - 05.2019
High School Diploma -
James Madison High School
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