LaKisha Hall
Duncanville,TX
Summary
Empathetic Customer Service Advocate known for high productivity and efficient task completion. Specialize in conflict resolution, effective communication, and customer relationship management. Excel in active listening, problem-solving, and adaptability to ensure positive outcomes in customer interactions.
Overview
9
9
years of professional experience
Work History
Customer Service Advocate
Healthcare Support Staffing
Duncanville (Remote) , TX
08.2023 - Current
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Effectively handles and addresses member/provider inquiries, requests, and concerns promptly.
- Mitigates and prevents complaints from being escalated to resolution in initial contact.
- Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns.
- Resolves basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution.
- Maintains performance and quality standards based on established contact center metrics.
- Provides customer service in a high-paced contact center environment over the phone, via live chats, and emails.
- Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
- Remains up-to-date and adheres to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance.
- Performs other duties as assigned.
- Complies with all policies and standards.
Product Specialist
TurboTax
Duncanville (Remote) , TX
02.2024 - 05.2024
- Provided customer service support to answer inquiries about product features, pricing, and availability.
- Provided technical assistance during installation or use of a product.
- Provided technical support to customers experiencing difficulties with products or services.
- Demonstrated and explained products, methods or services to induce prospective clients.
- Directed customer through the proper channels to file taxes according to legislative regulations
Audience Circulations Representative
Lee Enterprises
Tulsa (Part Remote) , OK
04.2019 - 02.2024
- Provided customer service by answering product and service related questions.
- Answered phone calls and directed them to appropriate personnel.
- Consistently met daily performance goals set by management team members.
- Established positive relationships with customers through effective communication techniques.
- Escalated unresolved issues to appropriate departments for further investigation.
- Answered customer inquiries promptly and professionally.
- Resolved customer complaints in a professional manner while remaining empathetic to their concerns.
- Assisted customers with order placement, redeliveries and refunds of local newspapers.
Benefit Verification Specialist
Willis Towers Watson's One Exchange
Richardson , TX
06.2018 - 01.2019
- Monitored changes in regulations related to healthcare benefits verification processes and procedures.
- Educated customers on the importance of staying up-to-date on their premiums and other costs associated with their policies.
- Worked closely with internal teams to ensure compliance with state and federal regulations governing healthcare benefits verification processes.
- Assisted customers in understanding their benefits package and how it relates to their individual needs.
- Managed correspondence between patients, providers, and payers regarding authorization status.
- Reviewed and verified health insurance benefits for patients prior to their scheduled appointments.
- Identified discrepancies in patient benefit information and resolved them with the insurance provider.
- Attended training sessions regularly in order to stay up-to-date on industry trends.
- Facilitated communication between providers and payers when there were disputes over claim payments.
- Processed requests from physicians' offices for pre-authorization of tests or treatments.
Donor Support Technician/Phlebotomist
Talcris
Dallas , TX
05.2015 - 06.2018
- Conducted regular audits of existing donor records to verify accuracy and completeness of data entries.
- Analyzed trends in giving behavior among different types of donors in order to identify opportunities for improvement.
- Performed administrative tasks related to handling donations, including filing paperwork and preparing thank you letters.
- Provided customer service to donors by answering inquiries and resolving issues in a timely manner.
- Encouraged current donors to increase their level of giving or consider planned gifts such as bequests or endowments.
- Created reports on daily donation activity to provide insights into fundraising performance.
- Responded promptly to emails and phone calls from donors requiring assistance or support.
- Organized events designed to raise awareness about the organization's mission and solicit additional contributions from potential donors.
- Assisted with the donation process, including verifying donor information and confirming donations were received.
Education
GED -
Bill J Priest Institute
Dallas, TX05-2015
Skills
- Order Fulfillment
- Credit card processing
- Promotional support
- Administrative Support
- Technical Troubleshooting
- Typing proficiency
- Inbound and Outbound Calling
- Computer Proficiency
- Microsoft Outlook
- Complaint resolution
- Document Control
- Appointment Setting
- Office equipment proficiency
- Shipping and receiving understanding
- High-energy attitude
- Complaint Handling
- Microsoft Office expertise
- CRM Software
- Call Center Operations
- Problem-solving abilities
- Data Entry
- Professional telephone demeanor
- Payment Collection
References
References available upon request.
Timeline
Product Specialist
TurboTax
02.2024 - 05.2024
Customer Service Advocate
Healthcare Support Staffing
08.2023 - Current
Audience Circulations Representative
Lee Enterprises
04.2019 - 02.2024
Benefit Verification Specialist
Willis Towers Watson's One Exchange
06.2018 - 01.2019
Donor Support Technician/Phlebotomist
Talcris
05.2015 - 06.2018
GED -
Bill J Priest Institute
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