Ieasha Herring
Jamaica,US
Summary
Experienced Call Center Monitoring Supervisor, Customer Information Specialist, and Customer Service Team Lead with over 12 years of expertise in the field. Demonstrated proficiency as a Provider Service Representative and Customer Service Team Lead for 4 years and 4 months. Skilled in managing high call volumes (50-75 calls daily) while maintaining bilingual proficiency in Spanish. Exceptional track record in gathering financial information, processing Medicaid eligibility applications, and utilizing active listening skills to address customer needs.
Overview
16
16
years of professional experience
Work History
Customer Service Team Lead
Maxims
11.2022 - 06.2024
- Company Overview: New York independent Assessor - Remote Work Setting
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs
- Escalated issues to correct individuals when typical procedures did not achieve resolution
- Made certain associates adhered to schedules to achieve service goals
- Inbound and outbound calls on daily basis: 50-75
- Assisted Que in taking calls during busy times
- Schedule or reschedule assessment Telehealth or in-person appointment for personal care services, CPDAS and MLTC
- Assisted Lead Support line to answer agent question and assist with consumer inquiries
- New York independent Assessor - Remote Work Setting
Eligibility Worker
Agreeya
05.2022 - 11.2022
- Company Overview: Remote work Setting
- Performed careful reviews of applicant data to recertify benefits
- Processed benefits applications and documents for SNAP and Medicaid
- Review client file and processed case changes
- Entered Client information into master file
- Reviewed financial information sent by client regarding income, and assets
- Remote work Setting
Eligibility Worker/QC supervisor
SGS Consulting, Maximus
10.2021 - 05.2022
- Company Overview: Remote work
- Performed careful reviews of applicant data to recertify benefits
- Processed benefits applications and documents for SNAP and Medicaid
- Review client file and processed case changes
- Entered Client information into master file
- QC cases and remit back to worker to correct errors
- Reviewed financial information sent by client regarding income, and assets
- Remote work
Pre-Authorization Specialist
Talent Bridge, Lash Group
01.2021 - 10.2021
- Performs Benefit Verification with Payers
- Coordinate with other supervisors and difficult cases
- Experience working with multiple Payers
- Answered average of forty calls per day, addressing customer inquiries
- Achieved high satisfaction rating through initiative-taking one-call resolutions
- Organize patients medical in preparation for prior authorization
Customer Information Specialist
NYCHA
05.2018 - 12.2020
- Company Overview: L.I.C, NY
- Answered inbound calls to provide information, answer questions or discuss claims information
- Kept records of interactions or transactions, thoroughly recording details of inquiries
- L.I.C, NY
Customer service Representative/Data Entry
Computershare
12.2017 - 04.2018
- Company Overview: Newark, NJ
- Provide shareholders with proxy information or resend proxy materials via postal or email
- Solicit and record shareholder proxy vote, provide great customer service
- Newark, NJ
Data Entry Specialist
JP Morgan Chase
12.2016 - 11.2017
- Company Overview: New York, NY
- Adhere to policy, procedure, and Internal Revenue Service guidelines
- Performed 12000 hourly 10-key actions while maintaining 90% error rate
- Compare data with source documents, re-enter data after detecting errors
- New York, NY
Call Center Monitoring Supervisor
Central Marketing
12.2008 - 12.2016
- Company Overview: L.I.C - New York, NY
- Listen to twenty recordings amongst call center agents and score against compliance checklist
- Provided performance improvement feedback, to agents to improve quality scores
- Received performance metrics such as quality scores of calls and reviewed for accuracy
- Performed duties in accordance with applicable standards, and policies
- Delivered constructive call process feedback
- L.I.C - New York, NY
Education
Bachelor of Science - Organization Management
Mercy College
Dobbs Ferry, NY, US08.2003
Skills
- Policy Enforcement
- Performance Evaluation
- Customer Service
- Customer Data Confidentiality
- Call Documentation & Databases
- Understanding Customer Needs
- Applicant Support and Service
- Telephone Etiquette
- Team Training
- Computer skills, Microsoft Word
- Administrative experience
- Ability to work independently
Timeline
Customer Service Team Lead
Maxims
11.2022 - 06.2024
Eligibility Worker
Agreeya
05.2022 - 11.2022
Eligibility Worker/QC supervisor
SGS Consulting, Maximus
10.2021 - 05.2022
Pre-Authorization Specialist
Talent Bridge, Lash Group
01.2021 - 10.2021
Customer Information Specialist
NYCHA
05.2018 - 12.2020
Customer service Representative/Data Entry
Computershare
12.2017 - 04.2018
Data Entry Specialist
JP Morgan Chase
12.2016 - 11.2017
Call Center Monitoring Supervisor
Central Marketing
12.2008 - 12.2016
Bachelor of Science - Organization Management
Mercy College
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