Genna Hodges
Knoxville,IA
Summary
Highly efficient associate well established in fast-paced,policy-focused and challenging environments. Eager to learn with aptitude for applying new knowledge with skill and efficiency.
Overview
13
13
years of professional experience
Work History
Workforce Associate
Iowa Workforce
06.2023 - Current
- Utilize computer systems to track and update customer information and claim status
- Adhere to strict confidentiality guidelines when handling sensitive customer information
- I file and process unemployment insurance web claims daily
- Council claimants on fact finding decision letters
- Adhered to policy guidelines when investigating work search reports with minimal supervision
- Advise claimants and employers on workforce development center policies and procedures
- Assisted with keeping administrative law judge decisions uploads current in Alfresco database
- Gather and obtain accurate information from claimants for statement of fact to be used in decision making
- Advised claimants of community resources to assist in counseling of workforce guidelines and procedures
- Record and evaluate the backlog of work search report and kept current reports
- I receive calls from employers and/or legal representatives and counsel UI laws and rules that relate to the assessment and collection of Employer Security Contribution Tax
- I perform job duties accurately, timely, and in accordance with all laws, rules, regulations, and department procedures
Customer Service Rep II
Arete Tech. State of Iowa
12.2022 - 04.2023
- Answered incoming calls in a high paced call center environment
- Investigate and advise claimants and employers of legal rights and responsibilities
- Troubleshot claimant issues with website navigation and provide assistance in a timely and courteous manner
- Gathered details to complete statement of fact to be used for decision making
- Maintained a positive attitude to keep a productive and professional work environment.
Medical Billing Specialist
Avadyne Health
01.2021 - 01.2022
- Helping patients resolve account balances and set up payment arrangements
- Maintained patient records and reports for processing of loan applications
- Followed HIPPA laws and other statutory requirements
- Received calls from Patients and medical professionals regarding billing and medical codes and provided quality and professional service
- Used basic math skills when applying discounts
- Data enter medical codes for billing.
- Communicated effectively and extensively with other departments to resolve claims issues.
- counseled patients with understanding of their medical bills and provided clarification on complex insurance issues, promoting a positive customer experience.
Lead Customer Service
Maintains restaurant
01.2015 - 01.2022
- Ensures a safe, secure, and legal work environment
- Organized and overseen set up of small and large catering events to coordinate a smooth execution
- Compiled with health and fire codes with strong oversight on food storage and preparation
- Compiled status reports and keeping records of sales receipts regulated by state law
- Trained new hires in company policies and procedures to maintain a cohesive team environment
- Maintained a clean and organized restaurant environment following state health and safety guidelines.
Benets Advisor
Insight Global, Mercer
08.2019 - 01.2020
- Maintained accurate records of client interactions, ensuring seamless service delivery during policy reviews or renewals.
- Mentored new insurance advisors, sharing best practices and industry knowledge to enhance team performance.
- Enhanced customer trust by addressing concerns and explaining complex policy details in understandable terms.
- Stayed up-to-date with industry trends and regulations, ensuring accurate and relevant advice provided to clients.
- Responded to customer requests via telephone for products, services, and company information.
Customer Service Representative
Marketlink
06.2013 - 02.2015
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Processed customer service orders promptly to increase customer satisfaction.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
CDS Global
06.2011 - 08.2012
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed timely and effective replacement of damaged or missing products.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
Education
High School Diploma -
Knoxville High School
Knoxville, IA2005
Skills
- Data Entry
- Attention to detail
- Preparing reports
- Time Management
- Counseling skills
- Decision-Making
- Management Support
- Excel
- Alfresco
- MyUI
Timeline
Workforce Associate
Iowa Workforce
06.2023 - Current
Customer Service Rep II
Arete Tech. State of Iowa
12.2022 - 04.2023
Medical Billing Specialist
Avadyne Health
01.2021 - 01.2022
Benets Advisor
Insight Global, Mercer
08.2019 - 01.2020
Lead Customer Service
Maintains restaurant
01.2015 - 01.2022
Customer Service Representative
Marketlink
06.2013 - 02.2015
Customer Service Representative
CDS Global
06.2011 - 08.2012
High School Diploma -
Knoxville High School
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