Diamonde Ollie
Port Arthur,TX
Summary
Experienced in 10 years of customer service, with an efficient & effective work ethic. Acquired many years of call center experience along with a strong sales background.
Overview
11
11
years of professional experience
Work History
Care Team Representative
Sedgwick
04.2023 - 04.2025
- Continuously evaluated current processes for potential improvements, proactively implementing changes that led to increased efficiency and effectiveness within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Coordinated with insurance companies for accurate billing and claim processing, reducing errors and financial discrepancies.
Patient Care Advocate
Cigna
04.2022 - 02.2023
- Maintained confidentiality of patient data and condition to safeguard health information.
- Resolved problems with communication and billing to foster seamless services.
- Developed rapport to create safe and trusting environment for care.
- Reviewed each step of patient care and made proactive adjustments to avert issues.
- Responded to patient concerns and questions with compassionate and knowledgeable service.
- Assisted patients in understanding individual rights and responsibilities in regards to care, coverage, and payment.
- Responded to inquiries by directing calls to appropriate personnel.
- Followed document protocols to safeguard confidentiality of patient records.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
Customer Service Representative
Focus Services
08.2020 - 03.2021
- Worked for the company Spectrum, dual screens used for locating customers accounts, assisted customers with adding/removing services, navigated through 7 systems, upsales services to customers, informed customers of current plans & payments, processed payments, gave discounts to retain customers, kept records of customers complaints/comments
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Tracked customer service cases and updated service software with customer information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Sought ways to improve processes and services provided.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
Customer Service Representative
Alorica
12.2014 - 09.2017
- Researched knowledge base for accurate answers, Data entry, Processed incoming/outgoing calls, provided customers with excellent customer service, informed customers of accounts, process payments, update payment information, retained customers for company’s stats
- Answered constant flow of customer calls with minimal wait times.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Implemented and developed customer service training processes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Developed and updated databases to handle customer data.
Collections Agent
Conns
07.2014 - 12.2014
- Continuously evaluated current processes for potential improvements, proactively implementing changes that led to increased efficiency and effectiveness within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Coordinated with insurance companies for accurate billing and claim processing, reducing errors and financial discrepancies.
Education
College Degree - Community Health
Vista College
Skills
- Customer Service
- Office Experience (3 years)
- Communications
- Excel
- Supervising Experience
- Microsoft Office
- Data Entry
- Sales
- Avaya software
- Genesis
- Kronos
Timeline
Care Team Representative
Sedgwick
04.2023 - 04.2025
Patient Care Advocate
Cigna
04.2022 - 02.2023
Customer Service Representative
Focus Services
08.2020 - 03.2021
Customer Service Representative
Alorica
12.2014 - 09.2017
Collections Agent
Conns
07.2014 - 12.2014
College Degree - Community Health
Vista College