Hi, I’m
Lacresha Wright
Customer Service Professional
Beloit,WI
Summary
Dedicated Customer Service professional with over 15 years of experience.Skilled in working under pressure, adapting to new situations, managing multiple priorities, and the willingness to take on added responsibilities to meet organizational needs with a positive attitude.
Overview
23
years of professional experience
1
years of post-secondary education
Work History
Quartz Health BenefitsMadison/Remote, WI
Customer Success Representative
06.2024 - Current
Job overview
- Assist Medicare Advantage, Commercial and Medicaid members and providers with inquiries regarding their health insurance benefits.
- Research and analyze medical/pharmacy claims, billing codes and denials. Review claims for errors to resubmit for reprocessing.
- Resolve and log complaints/grievances regarding services received.
- Assist members with the appeals process.
- Determine Prior Authorization requirements and review for status updates to provide to members and providers.
- Follow State/Federal guidelines for each line of business.
- Determine coverage for medical procedures, quote benefits, including copays.
- Process premium payments and assist with Billing questions.
- Maintain detailed records of customer interactions using a CRM system
- Follow-up with members as needed to resolve escalated concerns.
First Mid Bank & TrustJanesville, WI
Banking Customer Service Representative
08.2023 - 05.2024
Job overview
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Working remotely in the call center to assist banking
customers with balances, disputes, stop payments
and account histories. - Providing technical support for Zelle and the
business/personal online banking portal. - Account research including missing deposits and
ACH payments. - Sending clients statements, enrollment forms, check
copies and other financial documents. - Communicating with bank managers, and following
up with clients to resolve complex issues.
Refund fees and service charges. - Explaining the terms of services offered by the bank.
- Making loan payments and transfers.
- Issuing new debit cards, entering and resolving fraud
alerts. - Activating and deactivating debit cards.
Entering credit cards applications. - Meeting daily and monthly goals such as
adherence, accountability and quality. - Attend weekly meetings via Zoom and in-office
Great Lakes Education Loan ServicesMadison, WI
Student Loan Advisor/Virtual Communications Specialist
05.2009 - 06.2023
Job overview
- Answer borrower questions related to their student loan accounts via chat, phone and email.
- Review and process loan discharge and forgiveness applications for accuracy and compliance with reporting standards.
- Accepted and processed account payments.
- Counseled students and parents about financial aid options and program details.
- Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
- Train and coach newly-hired employees.
- Explained very technical financial information to applicants in easy to understand language.
- Entered contact and loan details into Web-based and Mainframe systems
SitelMadison, WI
Customer Service Representative
03.2007 - 03.2009
Job overview
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Sunnyview Nursing HomeMadison, WI
CNA
01.2006 - 02.2007
Job overview
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Educated patients and family members on best home care practices for healing and recovery.
- Helped patients complete range of motion exercises to prevent loss of function during care.
- Facilitated personal hygiene management, feeding and ambulation.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
Central Wisconsin CenterMadison, WI
CNA
01.2003 - 01.2006
Job overview
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Facilitated personal hygiene management, feeding and ambulation.
Education
George Westinghouse Vocational High SchoolChicago, IL
Diploma from Liberal Arts And General Studies
09.1995
Blackhawk Technical CollegeJanesville, WI
from Accounting
08.2024 - Current
Skills
Application review and processingComplaint HandlingCustomer Support
MS Excel, Word, Office
Regulatory and Compliance UnderstandingVerification processes
Eligibility guidelines
Clerical skills
Payment plans
Proficient in 10-key
Organization and Time Management
CRM software
Problem-solving
Accounting principles
Timeline
Blackhawk Technical College
from Accounting
08.2024 - Current
Customer Success Representative
Quartz Health Benefits
06.2024 - Current
Banking Customer Service Representative
First Mid Bank & Trust
08.2023 - 05.2024
Student Loan Advisor/Virtual Communications Specialist
Great Lakes Education Loan Services
05.2009 - 06.2023
Customer Service Representative
Sitel
03.2007 - 03.2009
CNA
Sunnyview Nursing Home
01.2006 - 02.2007
CNA
Central Wisconsin Center
01.2003 - 01.2006
George Westinghouse Vocational High School
Diploma from Liberal Arts And General Studies
09.1995