Summary
Overview
Work History
Education
Skills
Timeline
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Gina Wheeler

Miami,FL

Summary

Friendly and engaging Customer Service Representative with 9 years of experience. Providing the best possible customer experiences by employing a service-oriented behavior mentality. Uniquely understanding customer needs/wants and providing customized solutions to build loyalty. Creative and analytical thinking problem solver. Proven top-notch oral and written communication with clients and team. Able to excel with team projects and independent tasks. Eagerness for expanding knowledge by learning new skills and techniques. Committed to diversity and inclusion.

Overview

10
10
years of professional experience

Work History

Client Care Representative

Visa
01.2024 - Current
  • Enhanced customer satisfaction by addressing and resolving concerns in a timely manner.
  • Coordinated with other departments to resolve complex issues efficiently and effectively for clients.
  • Adapted quickly to changing circumstances or updated processes while remaining focused on providing excellent service.
  • Proactively identified opportunities for service improvements and communicated them to management for consideration.

Member Experience Advisor

Nation’s Benefits
01.2023 - Current
  • Respond to incoming member calls quickly, proficiently and professionally while meeting quality expectations
  • Actively listen and probe to determine the nature of each call and determine the appropriate actions to complete the call
  • Multi-task across several computer programs to respond to member inquiries
  • Utilize tools to properly support, action and document all related questions and needs

Customer Service Representative

Amicus Medical Centers
03.2019 - 09.2020
  • Handled 100 + callers per day with speed, efficiency and civility
  • Scheduled appointments for doctor visits and procedures using desktop calendar software
  • Organized patient records and database to facilitate information storage and retrieval
  • Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details
  • Assured timely verification of insurance benefits prior to patient procedures or appointments

Insurance Verification Specialist

POM MRI & Imaging Centers
08.2014 - 03.2019
  • Verified insurance coverage and obtained pre-authorizations
  • Assured timely verification of insurance benefits prior to patient procedures or appointments
  • Made contact with insurance carriers to discuss policies and individual patient benefits

Education

General -

Lindsey Hopkins Technical College
Miami, FL
08.2005

Skills

  • Punctual
  • Active Listener
  • Resolution Expert
  • Attention to detail
  • Multitasking/Prioritization
  • Excellent Communicator
  • CRM Software
  • High degree of discretion and confidentiality

Timeline

Client Care Representative

Visa
01.2024 - Current

Member Experience Advisor

Nation’s Benefits
01.2023 - Current

Customer Service Representative

Amicus Medical Centers
03.2019 - 09.2020

Insurance Verification Specialist

POM MRI & Imaging Centers
08.2014 - 03.2019

General -

Lindsey Hopkins Technical College

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Gina Wheeler