Ebony L Langdon
Jackson,MS
Summary
Seeking a position allowing for parlay of demonstrated organization, customer service, communication, and leadership skills. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Service-focused customer relations team member experienced in handling high call volumes with impeccable phone manner. Skilled in documentation, time management and multitasking. Polite and professional person with strong communication and multitasking skills. Experienced in resolving customer complaints within company guidelines and using own initiative. Implements customer follow-up to uphold service standards and guarantee customer satisfaction. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
17
17
years of professional experience
Work History
Remote Customer Service Representative
Randstad
08.2022 - Current
- Responsible for interacting with over 80 customers daily to provide information in response to inquiries about programs and services in contact center
- Respond to customer inquiries received by telephone, Interactive Voice Response (IVR), or web-based portal regarding information on programs and services
- Record customer interactions and transactions, by documenting details of inquiries, complaints, comments, and actions taken
- Follow standard operating procedures to ensure consistency and accuracy
- Address customers' inquiries and resolve problems to ensure that appropriate changes are made. Refer unresolved customer grievances to designated departments for further investigation
- Communicate with supervisor regarding any potential needs or concerns
- Perform data entry accurately
- Perform other duties as assigned by management
- Followed up on all client requests and verified resolution.
- Recorded detailed, accurate claim particulars for reliable case notes.
- Determined insurance cover level and relevance for accurate claim assessments.
- Kept clients well-informed of claim updates and case progress.
- Processed inbound customer calls promptly to meet call-handling time-frame targets.
- Handled all claims and communications within established service level agreements.
- Provided claims advice to clients, managing expectations and explaining claims processing timelines.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
Eligibility Specialist I
Magnolia Health Plan- Centene Corporation
03.2016 - 03.2021
- Maintain internal computer system's Medicaid managed care membership records related to qualifications persons or dependents must meet for coverage under State contract or agreement through thorough research and/or collaboration with agencies contracted by Medicaid/Medicare to provide information
- Provide timely, efficient support for eligibility load process while coordinating with Corporate IS department to resolve issues that arise during process
- Conducts provider research to correct errors in membership and PCP (Primary Care Physician) data input within AMISYS system
- Complete monthly reconciliation process of remittance files by resolving discrepancies in report
- Generate internal ad-hoc reports such as Vendor Void, Dis-enrollment, Foster-Care Reports and analysis as needed
- Utilizes multiple systems/applications daily
- Respond to internal and external customer inquiries regarding credentialing status
- Understanding of health plan enrollment and terminology associated with this process
- Ability to research trends and address positive/negative trends timely
- Results-oriented with a positive outlook
- Knowledge and experience working with government insurance programs and healthcare system
- Experience implementing best practices
- High comfort level working in time sensitive, diverse, and fast paced environments
- Sense of urgency, balance between analytical and intuitive skills and willingness to “roll-up sleeves” and apply these attributes
- Demonstrated strong listening and oral communication skills on individual and group basis on all levels; excellent writing skills
- Adaptability - Adapts to changes in work environment; Changes approach or method to best fit situation.
Customer Service Representative
Magnolia Health Plan- Centene Corporation
01.2015 - 03.2016
- Reference current materials to answer escalated and complex inquiries from members and providers regarding claims, eligibility, covered benefits and authorization status matters
- Provide assistance to over 80 members and/or providers daily regarding website registration and navigation
- Research and identify processing inaccuracies in claim payments and route to appropriate team for claim adjustment
- Performed tasks such as Mail Distribution, Special Projects related to Member and Provider Services and Provider Web Portal.
- Handled customer inquiries and suggestions courteously and professionally.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Administrative Assistant
MS Department of Health
02.2014 - 04.2014
- Responsible for inputting daily work schedules for over 25 survey consultants daily
- Used data entry skills to proficiently input data into Microsoft Excel daily
- Responsible for accessing and entering surveys for over 57 health facilities and nursing homes statewide
- Responsible for handling various duties requested by administrator
- Responsible for all incoming and outgoing calls for over 25 survey consultants.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
Clerical
MS Department of Rehabilitation Services
06.2013 - 02.2014
- Responsible for all incoming and outgoing correspondence and calls for 12 medical examiners.
- Maintained 100% accuracy while entering Protected Health Information data into reports using Microsoft Excel.
Telesales Representative
CSpire Wireless
10.2011 - 11.2012
- Interact with over 80 customers daily to coordinate billing, service, and sales
- Maintained employee labor for customer accounts
- Responsible for handling technical issues with related company products.
Customer Account Executive
Warner Cable
03.2006 - 09.2008
- Interact with over 80 customers daily to coordinate billing, service, and sales
- Maintained employee labor for customer accounts
- Responsible for handling technical issues with related company products
- Leveraged knowledge of company services, familiarity with industry competitors and persuasive communication style to prevent customers from ending or downgrading services.
- Leveraged CRM to collect, organize and manage sales data and customer information.
- Attained deep and thorough knowledge of company's products and solutions to help accomplish mutual success and partnership between buyer and seller.
Education
GED -
Hinds Community College
Jackson, MS03.2002
Skills
- Microsoft Operating Systems: Excel, Word, Power Point, Outlook
- Utilizes multiple systems/applications daily
- Outstanding customer service
- Invoicing and receipts
- Multi-line phone talent
- Order processing
- POS systems expert
- Relationship-building
- Written and verbal communication skills
- Sales expertise
- System implementation
- Adaptive team player
- Administrative support
- Salesforce
- Customer loyalty building
- Data acquisition
- Cash and card processing
- Inventory control
- Team management
- Problem solver
- Complaint resolution
- Claims
- Insurance coverage verification
- Understanding of medical terms
- Documentation review
- Insurance industry experience
- Excellent administrative abilities
- Clerical Support
- Lead Generation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
"If you give a man a fish, you feed him for a day. If you teach a man to fish, you feed him for a lifetime."
Lao Tzu
Timeline
Remote Customer Service Representative
Randstad
08.2022 - Current
Eligibility Specialist I
Magnolia Health Plan- Centene Corporation
03.2016 - 03.2021
Customer Service Representative
Magnolia Health Plan- Centene Corporation
01.2015 - 03.2016
Administrative Assistant
MS Department of Health
02.2014 - 04.2014
Clerical
MS Department of Rehabilitation Services
06.2013 - 02.2014
Telesales Representative
CSpire Wireless
10.2011 - 11.2012
Customer Account Executive
Warner Cable
03.2006 - 09.2008
GED -
Hinds Community College
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