Summary
Overview
Work History
Education
Skills
Timeline
Generic

Er'Vionna Harris

Tampa,United States

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Responsible and motivated student ready to apply education in the workplace. Offers excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills.

Overview

8
8
years of professional experience

Work History

Escalation Specialist

Centene
Tampa, FL
05.2023 - 05.2024
  • Assisted with responding to complaints and escalations from members/providers
  • Supported in handling escalations, handling problem tickets, and providing feedback to senior team members regarding member/provider issues
  • Provided timely and appropriate resolutions to escalated issues received from various communication channels
  • Served as a liaison in maintaining relationships between departments to ensure timely and appropriate issue resolution
  • Supported the documentation, tracking, and resolution to all assigned complaints and inquiries in writing and/or by telephone in a timely and professional manner
  • Supported root cause analysis of member/provider issues to identify trends across the enterprise, and worked cross functionally with all departments to ensure enterprise-wide solutions
  • Helped to coordinate with contact center team to research underlying facts of escalated inquiries, determine validity of complaints and evaluate options to remedy these complaints
  • Reviewed complaint trends and used guidance of senior team members to develop draft recommendations that were designed to enhance member and provider experience and reduce complaints and escalations
  • Maintained basic, introductory knowledge of our products and services to provide accurate and effective support to customers
  • Researched and identified basic claims payment errors and made appropriate adjustments

Health Insurance Representative

Maximus
Tampa , FL
08.2022 - 02.2023
  • Fielded inbound calls from customers inquiring about alternative insurance options to generate sales opportunities.
  • Processed changes in insurance policies and periodically reassessed client needs.
  • Analyzed clients' needs and financial situations to customize insurance policies for individual necessity.
  • Calculated premiums and established payment methods.
  • Created individualized proposals for clients to include coverage options, premiums and enrollment guidelines.
  • Developed coordinated protection plan by calculating and quoting rates for immediate coverage action for uninsured clients.
  • Put together personalized plan recommendations based on individual means and desires.
  • Consulted with clients regarding financial histories and benefits needs.
  • Explained coverage options to potential policyholders, answering questions or concerns.
  • Monitored clients' insurance coverages to ensure changing needs were met.
  • Developed coordinated protection plans by calculating and quoting rates for immediate coverage action and long-term strategy implementation.
  • Remained current on latest industry trends by gaining comprehensive knowledge of financial and insurance products, services and best practices.
  • Greatly improved office operations by reducing backtracking of work through creation of material movement process.

Client Service Representative

Quest Diagnostics
Tampa, FL
06.2018 - 08.2021
  • Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
  • Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
  • Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
  • Greeted incoming customers to provide immediate, friendly and knowledgeable support.
  • Audited customer account information to identify issues and develop solutions.
  • Promoted client satisfaction by working with operational teams in proper resolution of service issues.
  • Maintained client relationships and listened to needs and pain points to provide strategic internal feedback.
  • Collaborated cross-functionally, remaining up-to-date on products, services and policies to inform clients.
  • Reviewed and resolved client concerns and issues, researching relevant details and clearly communicating solutions.
  • Personalized client experience, identifying unique needs and providing information and services to match.
  • Followed up with customers through calls and emails to proactively resolve issues and maintain satisfaction.
  • Implemented new company platform initiatives, learning and mastering new technologies to improve client service.
  • Scheduled and confirmed appointments based on customer availability.
  • Performed needs analysis and presented options based on findings to help customers make decisions.

Customer Service Representative

Convergys
Tampa, FL
03.2016 - 04.2018
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Consulted with customers to resolve service and billing issues.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Made outbound calls to obtain account information.
  • Developed strong customer relationships to encourage repeat business.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Set up and activated customer accounts.

Education

High School Diploma -

Brooks Debartolo Collegiate High School
Tampa, FL
05.2016

Some College (No Degree) - Cognitive Psychology

Hillsborough Community College
Tampa, FL

Skills

  • Verbal and Written Communication
  • Time Management
  • Insurance Customization
  • Premium Calculations
  • Critical Thinking
  • Client Prospecting
  • Document Control
  • Claims Information Gathering
  • Policyholder Communication
  • Policy Changes
  • Policy Renewals
  • Form Completion and Submission
  • Service-Oriented
  • Records Maintenance
  • Service Oriented
  • Financial Needs Assessment
  • Administrative Functions
  • HIPAA Compliance
  • Customer Complaint Resolution
  • Relationship Building
  • Billing Inquiries
  • Billing Procedures
  • Group Presentations
  • Regulatory Requirements
  • Quality Assurance Requirements
  • Customer Billing
  • Financial Due Diligence
  • Customer Engagement
  • Data Entry
  • Insurance Claim Regulations
  • Requirements Reviews
  • Customer Referrals
  • New Agent Training
  • Call Center Customer Service
  • Customer Account Review
  • Upselling and Cross-Selling
  • Insurance Practices
  • Health Insurance Sales

Timeline

Escalation Specialist

Centene
05.2023 - 05.2024

Health Insurance Representative

Maximus
08.2022 - 02.2023

Client Service Representative

Quest Diagnostics
06.2018 - 08.2021

Customer Service Representative

Convergys
03.2016 - 04.2018

High School Diploma -

Brooks Debartolo Collegiate High School

Some College (No Degree) - Cognitive Psychology

Hillsborough Community College

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Er'Vionna Harris