LAKIA LITTLE

• Enhanced member relationships by providing excellent service during each interaction.
• Present and explained services and products to meet member needs.
• Offer exceptional customer service to differentiate and promote the company brand.
• Prevent key account losses by researching discrepancies and correcting problems.
• Presented existing and prospective customers with valuable service and product information to aid in decision-making.
• Managed client relationships to enhance satisfaction and retention rates.
• Analyzed health insurance plans to provide tailored recommendations for clients.
• Worked within the Case Management and Compliance departments.
• Delivered exceptional customer service through effective communication and problem-solving skills.

• Assisted customers with troubleshooting issues on the website.
• Coordinated documentation for claims processing, enhancing workflow efficiency.
• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
• Investigated and resolved issues to maintain billing accuracy.
• Trained new employees via shadowing.
• Answered customer questions and resolved complaints by offering refunds or replacement items.
• Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
• Submitted claims to insurance companies and researched and resolved denials and explanations of benefit rejections.
• Evaluated accounts for payment compliance and contacted customers.
• Assisted customers with warranty inquiries, ensuring prompt and accurate responses.

• Processed enrollment-related transactions and took ownership of issues through resolution.
• Educated customers about products, pricing, and policies to address and resolve issues.
• Research customer requests and followed up with customers as needed.
• Assist with company projects and administrative tasks.
• Educated and advised callers on their benefits, the system, and all related processes.
• Delivered expert technical support to customers and resolved a broad array of issues.

• Advised and educated customers on the various types of plan options available in the service area.
• Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
• Served as a key contact with internal and external customers, through enrollment fulfillment, providing accurate and appropriate information in response to customer inquiries.
• Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
• Responded to provider inquiries and resolved issues regarding member eligibility, claims, payments and provider credentialing and eligibility.
• Addressed customer service inquiries in a timely and accurate fashion.
• Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
• Coached, monitored, and motivated new agents to boost

Continuing education in the insurance health care field