Genesis Lucky
Houston,USA
Summary
I am a dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. Proven ability to establish rapport with clients and exceed sales quotas. Reliable and driven, with strong time management and prioritization abilities.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Driverless Support Specialist
Iconma/Cruise
08.2024 - 11.2024
- Ensuring Cruise vehicle readiness through responsibilities such as manual driving of vehicles between facilities and to charging stations, parking and staging vehicles, charging vehicles at Cruise facilities and independently at public charging sites, performing systems fire-up and functional checks, and cleaning and disinfecting vehicles
- Participating in autonomous vehicle (AV) testing as needed to include working in teams, alternating (i) driving (some manual driving but primarily monitoring the vehicle’s behavior in autonomous mode) and (ii) software monitoring and logging responsibilities and providing verbal feedback/directions about the AV’s environment
Customer service representative
Superior Health plan
07.2023 - 10.2023
- Responsible for managing denied patient insurance claims and pursuing payment for those claims
- Responsible for monitoring the patient insurance accounts receivables aging reports and using them to identify accounts requiring attention
- Responsible for follow-up on outstanding and delinquent insurance claims and for maintaining accurate accounts receivable records in the organization’s practice management system (EHS)
- Assist with posting payments, Assist Billing Manager with provider credentialing
- Adhered to HIPAA regulations regarding the confidentiality of patient information
- Provided benefits and services for Medicaid, Chip, and Medicare services for member in Texas
- Verified denied/approved claims for members
- Verified benefits eligibility, coverage, and authorization requirements prior to submitting claims
- Discussed plans that included prescription drug coverage, behavioral health coverage as well as free telemedicine services
- Made appropriate account corrections to resolve customer problems
- Followed up promptly on all unresolved cases from previous shifts
- Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions
- Demonstrated excellent problem-solving skills when resolving disputes between clients, providers, and insurers
Patient Access Specialist
AmerisourceBergen
09.2022 - 03.2023
- Patient Access Representatives are responsible for guiding patients through the admissions process by screening patients for eligibility, preparing patient information for clinical staff, and answering patient questions
- Performed data entry into multiple computer systems accurately and efficiently
- Researched billing codes used by providers to ensure accurate coding when submitting claims
- Daily responsibilities include verifying insurance eligibility
- Assist with posting payments, Assist Billing Manager with provider credentialing
- Adhered to HIPAA regulations regarding the confidentiality of patient information
- Verified benefits eligibility, coverage, and authorization requirements prior to submitting claims
Customer Service
Evolent health Care
01.2022 - 06.2022
- Health care customer service representatives supply individuals with details about the extent of their health insurance coverage
- Provided accurate and appropriate information in response to customer inquiries
- Respond to members, providers, agents, and brokers via telephone regarding health insurance benefits, eligibility, and claims
Service Bus Operator
Houston Metro Transportation
06.2021 - 01.2022
- As a Bus Operator, responsible for inspecting the buses before the start of a shift, obeying traffic laws, adhering to schedules despite conditions and ensuring that passengers are transported safety from one place to the next
Customer Service Rep/claims Adjuster
Asurion Wireless insurance
02.2019 - 04.2021
- As a claim representative, I file claims on mobile devices for AT&T, Cricket, and Verizon wireless customers
- Investigate claims by customers who have lost, stolen, or damage to their devices that is covered by their insurance policies, and provide the appropriate deductible amount for different devices and the type of claim being filed
Customer Care Agent
Conduent call center
04.2018 - 02.2019
- Manage interactions with patients and the insured for a significant portion of the U.S healthcare industry
- Responsible for responding to customer inquiries and complaints regarding company records, billings, contract renewals, and supply returns
- Answers and initiates a variety of real-time inbound and outbound voice-based communications in English or other languages to support customer care
Supervisor
Empereon marketing
06.2016 - 11.2016
- Placed a high priority on coaching employees
- Good coaching involves working with employees to establish suitable goals, action plans and timelines
- A supervisor is sometimes confronted with walking a fine line between being a supervisor and the employee’s confidant
Sales Associated
ZARA USA
11.2015 - 06.2016
- Greet customers and determine their purchasing needs
- Assist the customer by directing them to the correct aisles or department while explaining and educating the customer about the product and different promotions the store is offering
Customer Service Rep II
DISH Network
05.2012 - 08.2015
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Provided accurate and appropriate information in response to customer inquiries
- Addressed customer service inquiries in a timely and accurate fashion, such as billing and technical issues
Education
Associate Of Occupational Studies - Homeland Security
ICDC College (online)
Los Angeles, CA01.2012
High School Diploma -
California tech high school
Los Angeles, CA01.2010
Skills
- Creative problem solver
- Listening skills
- Excellent communication skills
- Energetic work attitude
- Fast learner
- Strong organizational skills
- Active listening skills
- Seasoned in conflict resolution
- Opening/closing procedures
- Microsoft Windows
- LAN
- Software Troubleshooting
- Technical Support
- Mobile Devices
- Operating Systems
- Help Desk
- Desktop Support
- Computer Networking
- Network Support
- Remote Access Software
- Citrix
- Microsoft Exchange
- Android
- Microsoft Windows Server
Certification
NRG Certified Training January 23rd 2010
FEMA Certification
January 27th 2011
IS-00813 PUBLIC Safety AND SECURITY
IS-00806 MASS. CARE Emergency Assistance, HOUSING, HUMAN SERVICES
IS-00805 EMERGENCY Management
IS-00700 NATIONAL INCIDENT Management SYSTEM (NIMS)
Timeline
Driverless Support Specialist
Iconma/Cruise
08.2024 - 11.2024
Customer service representative
Superior Health plan
07.2023 - 10.2023
Patient Access Specialist
AmerisourceBergen
09.2022 - 03.2023
Customer Service
Evolent health Care
01.2022 - 06.2022
Service Bus Operator
Houston Metro Transportation
06.2021 - 01.2022
Customer Service Rep/claims Adjuster
Asurion Wireless insurance
02.2019 - 04.2021
Customer Care Agent
Conduent call center
04.2018 - 02.2019
Supervisor
Empereon marketing
06.2016 - 11.2016
Sales Associated
ZARA USA
11.2015 - 06.2016
Customer Service Rep II
DISH Network
05.2012 - 08.2015
Associate Of Occupational Studies - Homeland Security
ICDC College (online)
High School Diploma -
California tech high school
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