Kierra Thomas
Irving,TX
Summary
Highly skilled Customer Service Representative with a solid track record in the call center industry. Recognized for exceptional ability to connect with customers and resolve issues efficiently. Motivated to drive customer satisfaction and contribute to the success of any organization. Seeking a challenging role where dedication and hard work are appreciated.
Overview
4
4
years of professional experience
1
1
Certification
Work History
CBR Specialist
IKS Health
Irving, TX
02.2024 - Current
- Posted electronic payments received from payers onto client's system
- Managed account postings review process and initiated refunds when necessary.
- Ensured accurate batching and conducted account reconciliation.
- Made sure to carry out appropriate adjustments according to payer policies, client guidelines, and ad hoc approvals.
- Maintained accuracy in distributing the balance to patients, as needed.
- Skilled in the use of Microsoft Tools, G Suite, and Microsoft Office.
- Ensured accuracy and precision in all tasks.
Customer Service Support Specialist
IKS Health
Irving, TX
06.2023 - 02.2024
- Successfully addressing patient concerns and efficiently managing past due balances and current balances.
- Directed task accounts to the appropriate department for specialized handling.
- Created and implemented payment plans.
- Handled inbound calls, ensuring prompt and effective resolution of patient issues.
- Ability to learn new, complex computer application systems.
- Skilled in implementing and adhering to HIPAA regulations
Claims Associate ILR
State Farm Insurance
06.2020 - 06.2022
- Provided support to new and former policyholders in gathering and documenting loss data.
- Ensured accuracy of policyholder information by verifying details and obtaining any missing information.
- Offered support and solutions to individuals representing claimants, providers, or clients in relation to concerns about the claiming process.
- Effectively managed a high-volume workload of 40+ calls, ensuring prompt resolution and optimal customer satisfaction through proficient utilization of State Farm claims systems and other technological tools.
- Partnered with fellow team members to successfully process a significant number of claims.
- Proficient in remote work.
Debt Collection Specialist
CMI Group
- Managed negotiations for credit extensions and waivers as necessary.
- Arranged debt repayment or established repayment schedules based on customers' financial situations.
- Demonstrated poise, professionalism, and consistently exceeded expectations in delivering unparalleled assistance during difficult exchanges on phone calls.
- Utilized pre-scripted statements to effectively communicate current account information and obtain payments.
Sales Associate
Telvista
- Achieved sales targets through effective communication of product benefits, educating customers about unique features, and advising on appropriate application.
- Provided helpful assistance to customers by identifying their requirements and offering details on product features.
- Established strong and reliable customer relationships through meaningful interactions.
- Developed and implemented personalized sales strategies to effectively promote and enhance service offerings for both prospective and current customers.
Service Associate
ACE Cash Express Inc.
- Exercised proficiency in handling significant cash flow and consistently reconciling the cash register according to specified protocols.
- Effectively addressed customer queries regarding store location, products, and services by responding to incoming telephone calls.
- Proactively reached out to customers with overdue loans, maximizing payment retrieval efforts.
- Verified the authenticity and completeness of loan application and closing documents by conducting meticulous analysis.
Education
High School Diploma -
James Madison High School
05-2015
Skills
- Data Entry
- Proficient in Microsoft Office Suite and database management
- Strong analytical and problem-solving skills
- Time management
- Typing
- Microsoft Excel / Microsoft Word
- HIPAA
- Negotiation / Communication
- Customer support
- Decision making and problem - solving skills
- Account Updating
Certification
Texas All Lines Adjuster License
Timeline
CBR Specialist
IKS Health
02.2024 - Current
Customer Service Support Specialist
IKS Health
06.2023 - 02.2024
Claims Associate ILR
State Farm Insurance
06.2020 - 06.2022
Debt Collection Specialist
CMI Group
Sales Associate
Telvista
Service Associate
ACE Cash Express Inc.
High School Diploma -
James Madison High School
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