GUYLAINE DWARICA
Atlanta,GA
Summary
Attentive Member Service Representative with over 7 years of experience addressing customer requests and concerns, versed with handling member support issues to boost satisfaction, overall morale and productivity. I'm experienced in policy development and staff management procedures.
Overview
13
13
years of professional experience
Work History
Member Service & Performance Improvement Analyst
Kaiser Permanente
Duluth, GA
05.2019 - Current
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Answered customer inquiries by phone or email and responded promptly.
- Collected confidential financial information from clients to construct comprehensive financial plans.
- Updated customer accounts with accuracy using Epic and TPX .
- Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts
- Reviewed medical claims,Hospital and Professional benefits.
- Made contact with insurance carriers to discuss, billing policies and individual patient benefits.
Quality Assurance Liaison
Kaiser Permanente
Duluth, GA
10.2017 - 11.2020
- Communicated with production team members about quality issues.
- Reported repeated issues to supervisors and other departments, collaborating to identify issue roots and rectify problems.
- Streamlined QA processes by working closely with development teams and staying abreast of changing product demands.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained new personnel regarding company operations, policies and services.
Customer Service Analyst
Sage Products
Lawrenceville, GA
10.2016 - 10.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services and company information.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Boosted sales revenue by skillfully promoting diverse service options.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
Team Supervisor
Concentrix
Norcross, GA
06.2014 - 05.2016
- Developed, recommended and implemented measures to improve productivity, performance, quality and career path for staff members.
- Interacted with cross-functional support groups to manage day-to-day operations and identified and resolved operational problems using defined processes, expertise and judgment.
- Communicated policy updates and company information through team meetings, huddles and one-on-one development sessions.
- Maintained awareness of basic HR laws and regulations and kept up-to-date with company policies.
- Documented coaching and development sessions, corrective actions and performance improvement plans to help staff meet key performance indicators.
- Managed performance reviews for 50 employees, analyzing individual employee achievements and overall trends in workforce execution metrics.
- Incentivized performance metric improvements through various programs and initiatives designed to reward exceptional effort and noteworthy contributions.
Sub-Agent
Primerica
Lithonia, GA
07.2013 - 08.2014
- Informed clients of policies and procedures.
- Resolved caller issues quickly and thoroughly.
- Obtained client information by answering telephone calls.
- Coordinated protection plans by calculating and quoting rates for coverage and long term strategy implementation..
- Provided service to clients' changing insurance needs by selling life, health and disability insurance.
Shift Manager
RaceTrac
Lithonia, GA
05.2011 - 06.2014
- Trained and mentored new employees to maximize team performance.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Kept employees operating productively and working on task to meet business and customer needs.
- Exercised composure under pressure and in escalated customer service scenarios.
- Adhered to company standards and compliance requirements for operations and cleanliness of areas.
- Evaluated performance, adjusted strategies and maintained agile, sustainable operations.
- Modernized and improved operational procedures to increase productivity and profitability while tightly controlling costs.
Education
Associate of Science - Associate of Science in Business Administration
Colorado Technical University
Colorado Springs, CO05.2022
High School Diploma -
Rome High School
Rome, GA05.2011
Skills
- Training and Development
- Problem-Solving
- Written Communication
- Relationship building
- Telephone etiquette
- Strong verbal communication skills
- Customer Escalation Management
- Creative problem solver
- MS Windows and Excel proficient
- Business management
- Quality Assurance
- Compliance assurance
- Claims Processing (Hospital and
Professional)
Timeline
Member Service & Performance Improvement Analyst
Kaiser Permanente
05.2019 - Current
Quality Assurance Liaison
Kaiser Permanente
10.2017 - 11.2020
Customer Service Analyst
Sage Products
10.2016 - 10.2017
Team Supervisor
Concentrix
06.2014 - 05.2016
Sub-Agent
Primerica
07.2013 - 08.2014
Shift Manager
RaceTrac
05.2011 - 06.2014
Associate of Science - Associate of Science in Business Administration
Colorado Technical University
High School Diploma -
Rome High School
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