Gretchen Davis
Dallas
Summary
Detail-oriented and customer-focused customer service representative with 12 years of experience in managing customer accounts, resolving issues, and providing exceptional service. Skilled in data entry, HIPAA regulations, and EMR systems. Demonstrated success in increasing customer satisfaction ratings and improving productivity through efficient methods. Strong organizational and communication skills gained from experience in group therapy, medical receptionist, and residential assistant roles. Authorized to work in the US for any employer.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Intake Specialist
Health Net Federal Service
06.2023 - 01.2025
- Assisted with handling customer complaints and handling escalation when needed to ensure customer issues were resolved
- Ensure data accuracy and integrity in databases, doubling productivity with efficient methods
- Maintain confidentiality and resolve data discrepancies, enhancing team collaboration
- Implement quality control and perform regular backups to safeguard critical information
- Handled a high volume of inbound customer calls, averaging 89-90 calls per day
Customer Service Representative
TelAffects
05.2023 - 12.2023
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
- Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
- Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
- Maintained detailed records of all customer interactions in CRM system for future reference and analysis
- Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
- Analyzed market trends and competitor activities to identify opportunities for growth and develop targeted marketing initiatives
- Collaborated with product development team to conduct market research and identify new product opportunities based on consumer insights
CSR - Customer Service Representative
Continuum Global Solutions
12.2021 - 05.2023
- Conducted comprehensive patient intake interviews to gather medical history, symptoms, and current medications
- Verified insurance coverage and obtained necessary authorizations for medical procedures
- Maintained accurate and up-to-date electronic health records (EHR) for all patients
- Provided exceptional customer service by addressing patient inquiries and concerns in a professional manner
- Ensured compliance with HIPAA regulations regarding patient privacy and confidentiality at all times
- Handled inbound and outbound customer calls, providing excellent service and resolving issues in a timely manner
- Managed escalated calls from dissatisfied customers, successfully de-escalating situations and finding satisfactory solutions
- Consistently achieved a customer satisfaction rating of 98 % on post-call surveys
CSR - Customer Service Representative
Gold Coast Health Plan
01.2020 - 12.2021
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
- Built rapport with customers through active listening, empathy, and personalized interactions
- Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
- Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
- Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained
- Demonstrated excellent written communication skills by crafting clear responses that addressed each aspect of the customer's inquiry concisely
- Developed strong problem-solving skills through analyzing complex situations quickly while maintaining composure under pressure
- Cultivated positive relationships with key clients through regular communication channels such as phone calls or email correspondence
- Achieved 90% increase in customer satisfaction ratings through proactive problem-solving and personalized service delivery
- Managed escalated customer issues with professionalism and empathy, ensuring swift resolution while maintaining a positive brand image
- Reviewed and processed medical claims for accuracy, completeness, and adherence to insurance policies and guidelines
- Investigated and resolved complex claim issues by analyzing medical records, policy documents, and billing information
- Utilized coding systems such as CPT, ICD-10, HCPCS to accurately assign appropriate reimbursement codes for services rendered
- Assisted with the admissions process by reviewing and evaluating applications, ensuring all required documents were submitted
- Provided excellent customer service to prospective students and their families, answering inquiries and providing information about the admissions process
Lead Cook/Kitchen Manager
The Blossoms of Arkansas
02.2016 - 01.2020
- Managed inventory levels to ensure adequate stock of ingredients and supplies for efficient kitchen operations
- Trained new kitchen staff on proper food handling techniques, ensuring compliance with health and safety regulations
- Closely monitored food quality and presentation, maintaining high standards of taste, appearance, and consistency
- Maintained cleanliness and organization of the kitchen area according to industry standards
- Instituted cross-training programs within the kitchen team to enhance versatility among staff members
Production Worker
Tyson Foods
04.2012 - 02.2016
- (D-Bone, Breast Inspection, Wing Line, Tender Cutter)
- Operated and maintained production equipment, ensuring efficient and uninterrupted workflow
- Maintained a clean and organized work area, adhering to safety guidelines at all times
- Collaborated with team members to meet daily production targets and deadlines
- Demonstrated strong attention-to-detail while performing repetitive tasks accurately within specified timeframe
Education
ASSOCIATE OF APPLIED SCIENCE - SOCIAL WORK
Strayer University
Virginia online02.2025
Skills
- Data entry
- Drafting
- HIPAA
- Child & Family Counseling
- Group Therapy
- Medical Billing
- Insurance Verification
- Medication Administration
- Vital Signs
- Account Management
- Medical Office Experience
- Medical Scheduling
- Cooking
- Cold Calling
- Critical thinking
- Phone etiquette
- Inside sales
- CPT Coding
- Mortgage servicing
- Organizational skills
- Intake Experience
- Computer literacy
- Medical Coding
- Social Work
- ICD-10
- Leadership
- Analysis
- Customer service
- Medical terminology
- Typing
- Sales
- Time management
- Medical Records
- Communication skills
- ICD-9
- Crisis Intervention
- EMR Systems
- Meal Preparation
- Negotiation
- Case Management
- Mental Health Counseling
- Management
- Intake
- Supervising
Certification
ServSafe, Food Handler Certification
Timeline
Intake Specialist
Health Net Federal Service
06.2023 - 01.2025
Customer Service Representative
TelAffects
05.2023 - 12.2023
CSR - Customer Service Representative
Continuum Global Solutions
12.2021 - 05.2023
CSR - Customer Service Representative
Gold Coast Health Plan
01.2020 - 12.2021
Lead Cook/Kitchen Manager
The Blossoms of Arkansas
02.2016 - 01.2020
Production Worker
Tyson Foods
04.2012 - 02.2016
ASSOCIATE OF APPLIED SCIENCE - SOCIAL WORK
Strayer University
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