Dynasty Hayden
Hilliard
Summary
Well-qualified Resolution Specialist proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments.
Overview
11
11
years of professional experience
Work History
Fraud Specialist
Chase
08.2024 - Current
- Deliver accurate, high-quality support to clients through detailed case management and policy research
- Communicate complex information clearly and professionally, ensuring client satisfaction and compliance
- Demonstrate initiative and accountability in navigating multi-system platforms and resolving customer’s inquiries
- Completion of The Coach Workshop for CCB Operations 07/2025
- Helped with side by sides with New Hires
- Selected to attend workshops with Executive Director and other leadership
Customer Care Advocate Remote
MetLife
12.2021 - 08.2024
- Leverage effective listening skills, diligence, strong noetic curiosity, and honest desire to ensure that every customer experience is exceptional.
Enrollment Specialist
Alternate Solutions Healthcare Network
02.2021 - 08.2021
Claims COB Analyst/Enrollment Specialist II
CareSource
10.2017 - 01.2021
- Analyze and process insurance claims with a focus on coordination of benefits, ensuring compliance with operational standards. Facilitate enrollment procedures, maintaining accuracy and efficiency in member data management and support.
Customer Service Representative
CareSource
11.2015 - 10.2017
- Delivered comprehensive customer service for Medicaid members, efficiently resolving inquiries, and addressing concerns to ensure satisfaction and compliance with healthcare regulations.
- Completed specialized training in various Medicaid programs across multiple states, enhancing the ability to provide knowledgeable support and accurate information to providers and members.
- Acted as a Backup Coach within the Provider Services team, contributing to the development and support of colleagues by sharing expertise and assisting with training initiatives.
- Acted as an Adjunct Team Leader within Provider Services team, leading and advising more than 15 representatives while they were completing training.
Education
Sinclair Community College
Dayton, OHSkills
- 10 Years of Customer Service Excellence
- Case Review & Documentation
- Microsoft Office Proficiency (Word, Excel, Outlook, Teams)
- Written & Verbal Communication
- Coaching & Team Leadership
- Time Management & Multi-Tasking
- Critical Thinking & Risk Identification
- Detail-Oriented, Organized, Reliable
- De-escalation techniques
- Client retention strategies
- Teamwork and collaboration
- Goal setting and achievement
Timeline
Fraud Specialist
Chase
08.2024 - Current
Customer Care Advocate Remote
MetLife
12.2021 - 08.2024
Enrollment Specialist
Alternate Solutions Healthcare Network
02.2021 - 08.2021
Claims COB Analyst/Enrollment Specialist II
CareSource
10.2017 - 01.2021
Customer Service Representative
CareSource
11.2015 - 10.2017
Sinclair Community College