Summary
Overview
Work History
Education
Skills
Timeline
Generic

JOHNESHA L. COLBERT

Miami,FL

Summary

Over 21 years as a customer service professional bringing a strong work ethic highly trained skills in customer support, data entry, retention skills, claims support with medical & pharmacy calls and live chat service. With previous experience with At&T with 12 years of tenure along Cigna Healthcare, dealing with the medical side than moving over to the pharmaceutical side of the company. Assisted members prior authorization request, medication override, answered medical/pharmacy coverages questions by building a strong relationship with our members. Also, customer service lead with order processing, freight and logistics background with strong prioritization and time management skills with ability to delegate effectively demonstrate excellent active listening, critical thinking, problem solving, conflict resolutions & empathy skills for customer support. I respond to inquiries, requests, and order status from client and assisting sales managers as well as account reps in a timely manner, prioritizing multiple ongoing projects.

Overview

11
11
years of professional experience

Work History

Order Processor Lead / CSR

PCNA
Hialeah, Florida
07.2014 - Current
  • Receive inbound or make outbound calls to marketing reps, by phone or email to resolve any holds or inquiries.
  • Maintain knowledge of products offered, operating procedures, and customer guidelines.
  • Assisted colleagues when the management team or supervisor is not available on escalated calls and answer all questions and etc.
  • Assist in the shipping department when needed with logistics, prepared manifest, applying shipping labels to outgoing packages, transferring complete orders.
  • Monitor customer satisfaction and order compliance with related regulations, contracts, standards, processes, policies, and procedures.
  • Coordinate internal questions, concerns, issues, and processes with appropriate organization. Provide services where appropriate and develop partnerships to ensure customer satisfaction.
  • Data entry accuracy by 95% by providing quality control checks such as analyzing data and case management.

Pharmacy / Medical Customer Service Rep (Remote)

Cigna / Evernorth Healthcare
Bloomington, CT
02.2021 - 07.2024
  • Efficiently and successfully navigate multiple system utilizing applications for case research. Provided clear and effective information to customers daily ensuring prompt resolution of inquiries, improving customer satisfaction.
  • Responded to inbounds calls or live chat of general inquiries about new enrollment of health and pharmacy plans, prior authorizations, processed claims.
  • Handle 40 + calls daily with customers in regard to billing and with coverage questions, resolved customer complaints along with billing discrepancies and ensured claims updated within 48 – 72 hours.
  • Adheres to the company's mandatory HIPAA privacy program and practices of business ethics & compliance with all customers/ members.
  • Remote

Education

Associate's Degree - Business Management

Miami-Dade Community College
Miami
08.2003

Skills

  • Multi-Line Phone Use
  • Salesforce /Five-9 /Oracle
  • Invoicing and billing
  • Data entry skills
  • Sales order processing
  • Purchase order management
  • Tracking packages
  • Order proofing
  • Fulfillment management
  • Order logging
  • Data entry
  • Order processing
  • MS office
  • Work prioritization
  • Recordkeeping skills
  • Phone and email etiquette
  • Order fulfillment
  • Order verification
  • Payment collection
  • Invoice preparation
  • Information collection
  • Filing and recordkeeping
  • Documentation and reporting

Timeline

Pharmacy / Medical Customer Service Rep (Remote)

Cigna / Evernorth Healthcare
02.2021 - 07.2024

Order Processor Lead / CSR

PCNA
07.2014 - Current

Associate's Degree - Business Management

Miami-Dade Community College

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