Jolanda Truette
Phoenix,AZ
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
10
10
years of professional experience
Work History
Customer Service Navigator
HonorHealth
09.2023 - Current
- Directed telephone calls to appropriate parties.
- Called and rescheduled appointments for clients.
- Monitored appointment availability closely, identifying opportunities for increased capacity or schedule adjustments as needed.
- Regularly reviewed current processes for potential improvements, sharing insights with management for continuous optimization of the work environment.
- Collaborated with team members to improve overall productivity and communication within the office.
- Performed research to collect and record industry data.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Generated department orders and accompanying documentation.
- Optimized organizational processes by effectively managing crew schedules while adhering to contractual restrictions.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
Data Entry Clerk
TriWest Healthcare Alliance
09.2021 - 06.2023
- Copying and providers
- Customer service
- Reviews complaints concerning billing and service
- Fax machine rendered, referring complaints of service failures to designated departments for investigation
- Faxing designated departments for investigation
- Filing
- Notifies customers when services are completed
- Financial and accepts payments
- Insurance
- Answers customer's telephone, mail and in-person inquiries and directs customers to appropriate sales area
- Microsoft office suite area
- Multi-line telephone
- Maintains/replenishes office equipment (copier machine and fax machine) as needed
- Office equipment
- Performs general clerical duties such as filing, photo copying, scanning, and faxing documents
- Copier machine
- Utilizes Microsoft office suite software daily
- Informed customers about billing procedures
- Sales
- Scanning processed payments and provided payment option
- Tax setup assistance
- Team work
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Vision
- Set up and activated customer accounts to maintain QA satisfaction levels.
Claims Processor/Customer Service Representative
Conduent
08.2015 - 08.2021
- Customer service
- Reviews complaints concerning billing and service
- Fax machine rendered, referring complaints of service failures to designated departments for investigation
- Faxing designated departments for investigation
- Filing
- Notifies customers when services are completed
- Financial and accepts payments
- Insurance
- Answers customer's telephone, mail and in-person inquiries and directs customers to appropriate sales area
- Microsoft office suite area
- Multi-line telephone
- Maintains/replenishes office equipment (copier machine and fax machine) as needed
- Office equipment
- Performs general clerical duties such as filing, photo copying, scanning, and faxing documents
- Copier machine
- Utilizes Microsoft office suite software daily
- Informed customers about billing procedures
- Sales
- Scanning processed payments and provided payment option
- Tax setup assistance
- Team work
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Vision
- Set up and activated customer accounts to maintain QA satisfaction levels.
Customer Service Representative
Humana
02.2014 - 08.2015
- Provides customer service by phone with members and providers
- Reviews complaints concerning billing and service rendered, referring complaints of service failures to designated departments for investigation
- Notifies customers when services are completed and accepts payments
- Answers customer's telephone, mail and in-person inquiries and directs customers to appropriate sales area
- Maintains/replenishes office equipment (copier machine and fax machine) as needed
- Performs general clerical duties such as filing, photo copying, scanning, and faxing documents
- Utilizes Microsoft office suite software daily.
Education
High school diploma -
Rutherford High School
Panama City, FLTechnical School in Nursing -
Tom P Haney Technical Center
Panama City Beach, FLAssociate in Psychology -
Gulf Coast State College
Panama City, FLSkills
- Reliable Customer Service Representative with extensive track record in demanding sales and account management environments Strong SKILLS presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs
- Adding machine
- Photo
- Basic
- Transcription
- Clerical Experience
- Quality Assurance
- Proofreading
- Typing
- Microsoft Outlook
- Legal Research
- Windows
- Data Entry
- Issue and Complaint Resolution
- Client Relations
- Scheduling
- Transaction Processing
- Calm Under Pressure
- Documentation
- Spreadsheets
- Paperwork Processing
Assessments
- Attention to detail, Proficient, 07/2021, Identifying differences in materials, following instructions, and detecting details among distracting information
- Call center customer service, Proficient, 07/2021, Demonstrating customer service skills in a call center setting
- Customer focus & orientation, Completed, 03/2022, Responding to customer situations with sensitivity
- Customer service, Proficient, 05/2020, Identifying and resolving common customer issues
Timeline
Customer Service Navigator
HonorHealth
09.2023 - Current
Data Entry Clerk
TriWest Healthcare Alliance
09.2021 - 06.2023
Claims Processor/Customer Service Representative
Conduent
08.2015 - 08.2021
Customer Service Representative
Humana
02.2014 - 08.2015
High school diploma -
Rutherford High School
Technical School in Nursing -
Tom P Haney Technical Center
Associate in Psychology -
Gulf Coast State College