La'Quthia Cross
San Tan Valley,AZ
Summary
My professional objective is to continue to expand my knowledge and skills within the working industry while allowing myself room for growth and advancement within this company. I plan to provide my employer with assurance that I am competent to get any task done promptly with high quality ethics, confidence, and energetic customer service. I thrive in a challenging and fast-paced environment and able to interact freely with customers to resolve issues quickly. I'm seeking a role in a position where I can use my interpersonal skills to provide the highest level of support to customers and increase customer retention. My goal is to continue to be acknowledged for my ability to maintain a positive attitude when serving customers, having strong skills, very organized, and the ability to multi task, accuracy, persistence and willingness to go the extra mile to complete any task. I am a team player and will assist my peers with completing any task, while being great at any request.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Member Service Specialist
Centene (WFH)/Healthcare Support Staffing
Mesa , AZ
08.2023 - 02.2024
- Handling inbound Medicaid member and provider calls regarding benefits eligibility/claims status.
- Respond to customer inquiries via telephone and written correspondence in a timely and appropriate manner.
- Respond to telephone or written correspondence inquiries from members and/or providers within established timeframes utilizing current reference materials and available resources.
- Documented and tracked contacts with members, providers and plan sponsors. Provide assistance to members and/or providers regarding website registration and navigation.
- Process written customer correspondence and provide the appropriate level of timely follow up.
- May coordinate member transportation and make referrals to other departments as appropriate.
Member Service Representative
Aenta Healthcare
Phoenix , AZ
11.2017 - 04.2022
- Answers questions and resolves issues based on phone calls/letters from members, providers, and plan sponsors.
- Triages resulting rework to appropriate staff. Documented and tracked contacts with members, providers and plan sponsors.
- Responsible for guiding the member through their members plan of benefits.
- Aetna policy and procedures as well as having knowledge of resources to comply with any regulatory guidelines.
- Create an emotional connection with members by understanding and engaging the member to the fullest to champion for our members' best health.
- Taking accountability to fully understand the members needs by building a trusting and caring relationship with the member.
Customer Service Specialist
Republic Services
Chandler , AZ
07.2016 - 07.2017
- Respond in a timely and accurate manner to routine customer service calls ensuring that residential and commercial service issues and concerns are treated in a respectful and professional manner.
- Effectively respond to routine issues regarding general residential and commercial service matters, which may involve outbound calls and other communications to resolve simple to moderately complex issues including contractual obligations, billing questions, service cancellations, price increases and equipment issues.
- Return all internal and external calls, emails and faxes in a timely manner to ensure that customers' concerns are understood, addressed and resolved in an efficient and complete manner as possible.
- Receive and review individual performance metric reports and action plan with manager to understand individual performance. Enter service data into computer for billing and scheduling purposes.
- Log information about customer service interactions into systems; update in a timely and accurate manner to ensure that associates are able to track service inquiries and resolution.
- Providing technical support for customers having trouble logging into their online accounts.
Data Entry Clerk/Customer Service Representative
Logisticdare
Phoenix , AZ
11.2014 - 04.2016
- Taking reservations and overseeing reservation for medical transportation.
- Verify insurance coverage for potential new patients, and re-verify coverage for existing patients. Work with insurance companies to make sure the customer is covered for their medical transportation.
- Entering data into the computer system.
- Organizing and updating members accounts.
- Checking eligibility on customers' accounts. Helping customers with any concerns or questions.
- Check emails daily before and after shift.
- Copying and printing.
- Taking customers payments and answering any billing question the customer may have as well.
Customer Service Representative
Teleperformance AT&T
Atlanta , GA
11.2011 - 07.2014
- Responsible for acting as a liaison between customers and companies.
- Assists with complaints, orders, errors, account questions, billing, cancellations, and other queries.
- Greet customers warmly and ascertain problem or reason for calling.
- Enter data into computer. Cancel and upgrade customers' accounts.
- Place and cancel orders. Assist with placement of orders, refunds, or exchanges. Resolve customer complaints via phone, email, mail, or social media.
- Handle changes in policies or renewals.
- Taking customer payments and answer any billing question customer may have.
Education
High School Diploma -
Darsey Private High School
1201 Oglethorpe Ave, Albany, GA 3170708-2009
Skills
- Customer Relations
- Typing
- Mulitasking
- Verifying Insurance
- Active Listening
- Reading Comprehension
- English Language Speaking
- Computers and Electronics
- Critical Thinking
- Writing
- Complex Problem Solving
- Judgment and Decision Making
- Active Learning
- Monitoring Programming
- Telecommunications
- Troubleshooting (9 years)
- Cold Calling
- POS
- Technical Support
- Network Support
- Help Desk
- Troubleshooting
- Analysis Skills
- Microsoft SQL Server, Windows, Operating systems, Microsoft Outlook
- De-Escalation Techniques
- Telephone Etiquette
- Complaint Handling
- Good Communication Skills
Accomplishments
- Employee of the month, receive recognition for hitting quota each month, and help with training new employees.
Certification
- HIPPA Certified
Timeline
Member Service Specialist
Centene (WFH)/Healthcare Support Staffing
08.2023 - 02.2024
Member Service Representative
Aenta Healthcare
11.2017 - 04.2022
Customer Service Specialist
Republic Services
07.2016 - 07.2017
Data Entry Clerk/Customer Service Representative
Logisticdare
11.2014 - 04.2016
Customer Service Representative
Teleperformance AT&T
11.2011 - 07.2014
High School Diploma -
Darsey Private High School
- HIPPA Certified
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