Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
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La Donnya King

Summary

Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

18
18
years of professional experience

Work History

Healthcare Customer Associate

Elevancehealth
07.2022 - Current
  • Recommended items to customers based on specific needs and explained features and benefits.
  • Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
  • Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
  • Educated clients about health insurance coverage options, benefits and costs.
  • Assisted clients with filing and tracking health insurance claims to facilitate swift settlements.
  • Educated clients on insurance policies and procedures.

Customer Service Representative

Liveops
09.2019 - 07.2022
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Tracked customer service cases and updated service software with customer information.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Investigated and resolved customer inquiries and complaints quickly.

Supervisory Contact Representative

United States Treasury
11.2015 - 11.2017
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Approved and terminated customer contracts upon request.
  • Trained staff on operating procedures and company services.
  • Cross-trained and provided backup support for organizational leadership.
  • Researched regulations and other information issued by regulatory agencies and organizations.
  • Helped create and implement regulatory strategy around expressed development goals.
  • Promoted positive, cooperative communication with employees, contractors and vendors.
  • Supported project teams by providing review and analysis of applicable regulatory guidelines and project regulatory assessments.
  • Developed and implemented onboarding and orientation programs for new employees.
  • Worked alongside global business leader to deploy new training strategies.
  • Assessed new employee skills and strengths to provide customized training.
  • Collaborated with company leaders and department managers to determine training needs.
  • Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
  • Selected or wrote appropriate curriculum for specific course topics.
  • Monitored training reports within learning management system for respective roles to promote initial and annual training completion.

Lead Customer Service Representative

United States Treasury
10.2013 - 11.2015
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Responded to customer calls and emails to answer questions about products and services.
  • Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Planned schedules and workflows based on expected customer demands.
  • Trained new personnel regarding company operations, policies and services.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.

Contact Representative

United States Treasury
10.2005 - 11.2015
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Updated account information to maintain customer records.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Tracked customer service cases and updated service software with customer information.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Investigated and resolved accounting, service and delivery concerns.
  • Input data into computer programs and filing systems.
  • Identified data errors and discrepancies and implemented swift corrections.
  • Preserved customer confidence and protected operations by keeping information confidential.
  • Checked for accuracy by verifying data and records.
  • Conducted audits of existing data entry processes.
  • Analyzed current data records to provide detailed reports.

Education

High School Diploma -

Detroit Central High School
Detroit, MI

Skills

  • Membership Inquiries and Renewals
  • Customer Relationship Management
  • Customer Loyalty
  • Process Transactions
  • Livechat Messaging
  • POS Systems and Ordering Platforms
  • Customer Data Confidentiality
  • Quality Assurance Evaluation
  • Trained in Salesforce
  • Microsoft Office
  • HIPAA Guidelines
  • Billing Adjustments and Refunds
  • POS Inventory System Operation
  • First-Tier Technical Support
  • Billing and Payment Processing
  • Advising and Coaching
  • Telephone Etiquette
  • Accounts Payable and Accounts Receivable
  • Staff Management
  • Business Planning
  • Lead Generation
  • Team Leadership
  • Contract Development and Management
  • Project Management
  • Verbal and Written Communication
  • Brand Management
  • Sales and Marketing
  • Report Creation
  • Active Listening
  • Report Transcription
  • Report Preparation
  • Staff Training
  • Account Management
  • Lotus Notes

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Healthcare Customer Associate

Elevancehealth
07.2022 - Current

Customer Service Representative

Liveops
09.2019 - 07.2022

Supervisory Contact Representative

United States Treasury
11.2015 - 11.2017

Lead Customer Service Representative

United States Treasury
10.2013 - 11.2015

Contact Representative

United States Treasury
10.2005 - 11.2015

High School Diploma -

Detroit Central High School

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La Donnya King