Erika Cooper
Las Vegas,NV
Summary
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
4
4
years of professional experience
Work History
Customer Service Representative Level 2
Commonwealth Technology Consulting
Barclay , VA
06.2024 - Current
- Contacted customers about potential service upgrades, new services and account changes.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Answered inbound calls, chats and emails to facilitate customer service.
- Resolved customer complaints promptly and efficiently.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries via phone, email, and chat.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Representative Level 2
Guidehouse
New York, New York
01.2023 - 06.2024
- Implemented innovative methods for streamlining the customer service process.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Mentored junior team members and managed employee relationships.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Clams Representative
Elevence health care
Las Vegas, Nevada
01.2021 - 01.2023
- Developed action plans for resolving difficult claims disputes.
- Maintained detailed records of claims, decisions, and financial transactions in compliance with regulatory requirements.
- Verified details with policyholders and requested additional information.
- Coordinated with medical providers, attorneys, adjusters. as necessary throughout the life cycle of a claim process.
- Maintained accurate records of all claim activities in accordance with company procedures and guidelines.
- Examined claims, records and procedures to grant approval of coverage.
- Checked documentation for appropriate coding, catching errors and making revisions.
- Analyzed medical records to evaluate the validity of claims.
- Retained strong medical terminology understanding in effort to better comprehend procedures.
- Prepared adjustment documents for processing of payments or denials of claims.
- Provided technical guidance on complex issues related to claim processing and denied claims appeals.
- Attended legal proceedings related to claims, including arbitrations and mediations, as required.
Education
Associate of Applied Science - IT Network Security
Southern New Hampshire University
Hooksett, NH06-2013
Skills
- Account updating
- Complaint resolution
- Scheduling
- Credit adjustments
- Time management
- Paperwork processing
- Data entry
- Adaptive team player
- Tracking complaints
- Payment processing
- Receiving support
- Customer service
- Microsoft Excel
- Microsoft outlook
- Product knowledge
- Live chat support
- Call center procedures
- Skype
- Critical thinking
- Dispute resolution
- Problem-solving
- CRM software proficiency
- Problem resolution
- Clerical support
- Technical support
- Customer relations
- Call center operations
- Verbal and written communication
- Medical terminology
- Administrative support
- Email management
Timeline
Customer Service Representative Level 2
Commonwealth Technology Consulting
06.2024 - Current
Customer Service Representative Level 2
Guidehouse
01.2023 - 06.2024
Clams Representative
Elevence health care
01.2021 - 01.2023
Associate of Applied Science - IT Network Security
Southern New Hampshire University