Gabrielle Burns
Shreveport,LA
Summary
Customer service representative with 4 years of experience working on and leading on a team call center. Personally handled 80+ calls daily. ( sales, tech support, and customer service ) Accumulating a 95% customer satisfaction.
Results-driven professional effective in implementing positive change while overseeing multiple tasks. A team player with great time management and organizational skills. Pursuing a Claims Analyst position with an established company.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.
Overview
4
4
years of professional experience
Work History
Claims Analyst
StarTek
Myrtle Beach, South Carolina
07.2023 - 06.2024
- Researched applicable laws and regulations related to insurance policies and procedures.
- Collaborated with legal team to resolve any disputes arising from denied or delayed payments.
- Provided guidance to customers regarding their rights and obligations under policy terms.
- Prepared recommendations for management regarding potential liability exposures associated with certain types of claims.
- Evaluated requests for additional benefits or changes in existing coverage levels.
- Interpreted contracts to determine liability exposure in the event of a dispute or lawsuit.
- Analyzed claim data to identify trends and recommend process improvements.
- Ensured compliance with federal and state regulations governing insurance industry operations.
- Verified documents to ensure accuracy of information provided by customers.
Customer Service Representative
Sagility
Westminster
01.2022 - 11.2023
- Attract customers by promoting the product and company positively, answering questions and addressing concerns as they arise
- Strong interpersonal skills
- Resolve customers' concerns and answer customers' questions to your best ability
- Maintain a positive attitude and calmly respond to customers' complaints
- Open new customer accounts.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Adhered to HIPAA regulations when handling confidential patient information.
- Worked collaboratively with other departments such as billing, coding, clinical documentation improvement specialists when necessary.
Customer Service Specialist
Teleperformance
Shreveport
01.2020 - 12.2021
- Performed sales analytics and provided recommendations that increased sales by $[x]
- Created a new customer database by entering customer information into a database
- Offered strong customer service skills, keeping customers satisfied and increasing sales by an average of [x]% annually
- Worked with departments across the company, including marketing and project management, in developing new ideas, initiatives, products, and services.
- Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
- Monitored call center queues daily in order to respond promptly to customer inquiries.
- Followed up with customers after transactions to ensure satisfaction levels were met.
- Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
Education
High School Diploma -
Northeastern University
Shreveport, LA02-2018
Skills
- Customer service
- Inside Sales
- Account Management
- Upselling
- Technical Support
- Regulatory Compliance
- Policy Interpretation
- Data Entry
- Teamwork and Collaboration
- Small Claims Payouts
- Records Management
- Active Listening
- Claims Processing
- Appointment Scheduling
- Medical terminology knowledge
- Follow-up skills
- Strong interpersonal skills
- Insurance Verification
- HIPAA Compliance
- System Updating
Timeline
Claims Analyst
StarTek
07.2023 - 06.2024
Customer Service Representative
Sagility
01.2022 - 11.2023
Customer Service Specialist
Teleperformance
01.2020 - 12.2021
High School Diploma -
Northeastern University
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