Heaven Banks
Houston
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Experienced with accurate data entry and maintenance. Utilizes data management software to ensure seamless data flow and organization. Knowledge of data confidentiality practices and strong organizational skills.
Experienced with handling diverse customer inquiries through chat support. Utilizes problem-solving techniques and effective communication to resolve issues promptly. Knowledge of technical troubleshooting and maintaining high service standards to ensure customer satisfaction.
Overview
9
9
years of professional experience
Work History
Transfers Support Agent
Datavant
02.2024 - Current
- Efficiently retrieved medical records from various healthcare facilities and providers for insurance claims processing
- Maintained a high level of accuracy and attention to detail when handling sensitive patient information
- Utilized electronic health record systems to locate and retrieve specific medical records in a timely manner
- Organized and maintained a comprehensive database of retrieved medical records for easy access and reference
- Managed multiple requests simultaneously, prioritizing based on urgency and importance
- Managed multiple projects simultaneously, prioritizing tasks effectively to meet deadlines
- Built strong relationships with key stakeholders at all levels of the organization to foster trust and collaboration
- Delivered professional phone and email support, maintaining a consistently positive tone throughout all communications.
- Completed data entry tasks with accuracy and efficiency.
- Scanned documents and saved in database to keep records of essential organizational information.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Followed established procedures to enter and process data correctly.
- Sorted documents and maintained organized filing process.
- Verified entered data against source documents to maintain consistency across multiple platforms within the organization.
- Enhanced data accuracy by meticulously reviewing and correcting errors in spreadsheets and databases.
- Maintained a high level of accuracy and speed through continuous self-assessment, surpassing company standards consistently.
- Prevented costly mistakes by proactively identifying discrepancies in numerical entries and rectifying them promptly.
Claims Representative
illumifin
04.2023 - 01.2024
- Review internal databases to ensure timely follow-up on pending and inactive claims
- Contact insured parties to gather necessary information for benefit processing
- Document all claim activities clearly and concisely within internal databases
- Meet established quality and production metrics consistently
- Process requests from policyholders, legal representatives, and providers
- Coordinate with other departments to ensure efficient claim handling
- Monitor reports to ensure claims are handled promptly and accurately
- Provided essential support to policyholders and providers, ensuring clear communication
- Initiated cross-departmental collaborations to optimize claims management systems
- Streamlined claim resolution, reducing process time by 20%
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Developed in-depth understanding of insurance policies and procedures.
- Coordinated with healthcare providers to verify treatment plans and expenses.
- Calculated adjustments, premiums and refunds.
Customer Service Representative/Dispatcher
Access2Care
07.2022 - 12.2022
- Resolved customer issues and managed client records, ensuring accurate data entry and follow-up
- Booked appointments and arranged transportation, enhancing service accessibility
- Provided policy and service information, addressing inquiries with professionalism
- Coordinated with health plans and doctors to facilitate member services, improving overall satisfaction
- Analyzed customer feedback to improve service processes and increase efficiency
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Customer Service Representative
Faneuil
08.2021 - 01.2022
- Conducted customer service surveys, enhancing feedback accuracy and satisfaction rates
- Assisted customers professionally, boosting overall experience and loyalty
- Answered inquiries clearly and promptly, ensuring effective communication
- Resolved issues and complaints, achieving high resolution rates
- Supported colleagues in complex scenarios, improving team morale
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Customer Care Representative
MTM
07.2019 - 02.2020
- Defused customer concerns with exceptional conflict and problem resolution skills
- Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions
- Helped customers by approaching conversations with positive attitudes
- Cultivated a positive environment, aiding team morale and customer interactions
- Analyzed customer feedback to guide improvements in service delivery
- Pioneered new approaches to customer care, setting benchmarks for excellence
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Contributed to team success, consistently achieving call center performance metrics.
Sales Associate
J.C Penney
04.2016 - 06.2017
- Organized racks and shelves to enhance visual appeal, promoting merchandise and engaging customers
- Monitored entrances, exits, and fitting rooms to prevent theft, ensuring store security
- Assisted customers with inquiries and complaints in person and via telephone, enhancing customer satisfaction
- Provided information on store policies and merchandise, improving customer understanding
- Prepared merchandise for distribution and placement on the sales floor, ensuring efficient store operations
Education
High School Diploma -
Phillis Wheatley High School
Houston, TX05.2016
Skills
- HIPAA
- Financial Services
- Research
- Databases
- Complaint handling
- Live chat support
- Social media support
- CRM software
- Software troubleshooting
- Customer service
- Network troubleshooting
- Customer engagement
- Remote support
- Relationship building
- Client communication
- Data entry
- Recordkeeping skills
- Technical troubleshooting
- Customer relationship management
- Training and coaching
- Hardware troubleshooting
- Activity planning
- Data collection
- Data analysis
- Understanding customer needs
- Customer service excellence
- Organizational skills
- Team collaboration
- Calm under pressure
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Money handling
- Decision-making
- Problem resolution
- Microsoft office
- Phone etiquette
- Call center experience
- Team building
- Task prioritization
- Self motivation
- Product knowledge
- Critical thinking
Languages
English
Full Professional
Timeline
Transfers Support Agent
Datavant
02.2024 - Current
Claims Representative
illumifin
04.2023 - 01.2024
Customer Service Representative/Dispatcher
Access2Care
07.2022 - 12.2022
Customer Service Representative
Faneuil
08.2021 - 01.2022
Customer Care Representative
MTM
07.2019 - 02.2020
Sales Associate
J.C Penney
04.2016 - 06.2017
High School Diploma -
Phillis Wheatley High School
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