Erica Lerette
Sanford,FL
Summary
Customer service professional with proven track record in assisting members and enhancing their experience. Known for reliability, adaptability, and collaborative approach in achieving team goals. Proficient in navigating various customer service platforms and maintaining positive attitude under pressure.
Overview
7
7
years of professional experience
Work History
Tier 2 Member Service Guide
Devoted Health
03.2025 - 12.2025
- Handled complex calls related to referrals, prior authorizations, and claims, with a focus on accuracy and a positive member experience.
- Educated members on health plan benefits on resources within Devoted Health and Devoted Medical.
- Conducted outbound calls to provider offices or health care facilities to resolve billing discrepancies and expedite issue resolution.
- Created cases when first-call resolution was not possible, coordinating with specialized teams to ensure proper follow-up.
- Ensured compliance with HIPAA regulations by maintaining strict confidentiality in handling sensitive member information.
- Mentored new hires, resulting in stronger staff development and increased productivity.
Tier 1 Member Service Guide
Devoted Health
08.2024 - 03.2025
- Answered inbound calls from members and assisted with any questions related to health plan benefits.
- Resolved member inquiries efficiently, improving overall satisfaction and retention rates.
- Educated members about preventive care resources, promoting healthier lifestyle choices within the community.
- Adapted quickly to changes in healthcare and CMS regulations, demonstrating flexibility in dynamic environments.
Staff Accountant
The Westin Lake Mary
09.2022 - 07.2024
- Managed monthly reconciliations of accounts, ensuring accuracy and compliance with accounting standards.
- Monitored accounts receivable, accounts payable and other account balances to track transactions, avoid discrepancies and maintain accuracy.
- Prepared and processed journal entries to record in general ledger and maintain consistent documentation.
- Submitted invoices for services including lawn care and pest control for the hotel.
- Completed audits every six months to ensure proper financial practices.
Front Desk Supervisor
The Westin Lake Mary
03.2019 - 09.2022
- Supervised front desk operations, ensuring seamless guest check-in and check-out experiences.
- Trained and mentored front desk staff to enhance service delivery and efficiency.
- Implemented new procedures to improve guest satisfaction scores and operational workflows.
- Coordinated with housekeeping and maintenance teams to address guest requests promptly.
- Developed staff schedules, optimizing coverage during peak hours for improved service levels.
- Managed inventory of supplies and amenities, ensuring adequate stock for daily operations.
Education
Associate of Arts - Pre-Nursing
Seminole State College of Florida
12-2025
Skills
- Exceptional customer service
- Communication
- Time management
- Attention to detail
- Friendly, positive attitude
- Teamwork and collaboration
- Problem-solving
Timeline
Tier 2 Member Service Guide
Devoted Health
03.2025 - 12.2025
Tier 1 Member Service Guide
Devoted Health
08.2024 - 03.2025
Staff Accountant
The Westin Lake Mary
09.2022 - 07.2024
Front Desk Supervisor
The Westin Lake Mary
03.2019 - 09.2022
Associate of Arts - Pre-Nursing
Seminole State College of Florida