Summary
Overview
Work History
Education
Skills
Timeline
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GIEMONA WARD

Antelope,CA

Summary

Seasoned customer advisor with 20+ years of experience in related industries, including 10 years of specialized knowledge in remote work management. Proven track record of establishing and nurturing lasting customer relationships to foster loyalty and retention. Possesses exceptional organizational skills, reliability, and a positive demeanor while consistently providing outstanding customer and client support.

Overview

19
19
years of professional experience

Work History

E Comm Customer Service Specialist - Remote

The Betty Mills Company
San Mateo, CA
12.2021 - Current
  • Establish positive rapport with customers, suppliers, and managers to maintain a positive and successful work environment.
  • Demonstrate excellent communication skills in resolving product and consumer complaints.
  • Maintain knowledge of company products and services to promptly resolve complaints and concerns.
  • Manage return instructions, tracking of returns, and processing of customer refund requests upon receipt of returned items.
  • Process damaged and/or defective goods and coordinate with vendors for replacements or repairs.
  • Utilize customer feedback data analysis to identify and address trends in customer concerns, resulting in improvements to our overall customer experience.
  • Facilitate efficient order fulfillment by bridging the gap between customers and vendors through effective liaison.
  • Generate, manage, and organize electronic files and reports to monitor and track returns, refunds, and vendor credits.

Sr. Agency Services Consultant-Remote

Progressive Casualty Insurance
Rancho Cordova, CA
10.2015 - 08.2021
  • Enhanced Agents' knowledge through delivering concise explanations on policy changes, systems, services, and coverages.
  • Assisted agents in navigating through website features and functions to locate desired information or products.
  • Conducted thorough analysis of customer requirements and recommended optimal solutions, upselling products and services.
  • Processed payments for coverage maintenance, renewal, and re-establishment.
  • Coached, monitored and motivated new agents to increase productivity and expand their understanding of job responsibilities.
  • Managed key account service, providing exceptional support to foster loyalty and retention.
  • De-escalated customer issues with proven conflict mediation and problem-solving abilities.
  • Documented customer correspondence in CRM to track requests, problems, and solutions.

Sr. Provider Relations Advisor - Remote

UnitedHealth Group
07.2012 - 04.2015
  • Delivered positive customer experiences by implementing effective quality assurance practices.
  • Effectively addressed provider inquiries regarding insurance policies, benefits, and coverage by providing accurate details on explanation of benefits and payment statuses.
  • Responded quickly and effectively to complaints from contracted providers regarding payment issues or other matters.
  • Assisted providers in understanding their contractual obligations and ensured timely resolution of any discrepancies or disputes.
  • Utilized trend analysis of claim denials or delays to identify areas in need of improvement within the organization.
  • Provided accurate verification of patients' insurance coverage and copayment responsibility.
  • Ensured that all necessary referrals and medical authorizations were obtained prior to rendering of services.
  • Trained new employees on procedures and policies to maximize team performance.

Technical Support Coordinator

Verizon Wireless
Rancho Cordova, CA
03.2005 - 08.2010
  • Provided support to customers experiencing online billing, access, and account challenges.
  • Technical support and troubleshooting services provided to end-users facing hardware and service-related challenges.
  • Walked customers through common phone hardware and software configurations to maximize service functionality.
  • Successfully managed customer conflicts and challenging situations through the use of internal knowledgebases to create viable solutions.
  • Cross-sold services and products to consistently increase team revenue.
  • Educated customers on product details, pricing, and policies to effectively address and resolve concerns.
  • Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.

Education

High School Diploma -

Luther Burbank High School
Sacramento, CA
06.2002

Some College (No Degree) - Business Administration And Management

California State University-Sacramento
Sacramento, CA

Associate of Applied Science - Business Administration

American River College
Sacramento, CA

Skills

  • Remote Independent Self Starter
  • Teamwork and Collaboration
  • Excellent Communication
  • Analytical Skills
  • Organizational Skills
  • Customer Relations
  • De-Escalation Techniques
  • Office Equipment Proficiency
  • Microsoft Office Expertise
  • CRM Software
  • Policies and Procedures Adherence
  • Data Entry
  • Account Management
  • Email correspondence
  • Payment Processing
  • Order and Refund Processing

Timeline

E Comm Customer Service Specialist - Remote

The Betty Mills Company
12.2021 - Current

Sr. Agency Services Consultant-Remote

Progressive Casualty Insurance
10.2015 - 08.2021

Sr. Provider Relations Advisor - Remote

UnitedHealth Group
07.2012 - 04.2015

Technical Support Coordinator

Verizon Wireless
03.2005 - 08.2010

High School Diploma -

Luther Burbank High School

Some College (No Degree) - Business Administration And Management

California State University-Sacramento

Associate of Applied Science - Business Administration

American River College

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GIEMONA WARD