Lashanda Dillon
Clinton,LA
Summary
Customer-focused Claims and Customer Service Specialist with proven success resolving complex claims and customer inquiries across phone, email, and digital channels. Achieved a 95% customer resolution rate, handled 40+ client interactions daily, reduced fraudulent claim payouts, and improved claim turnaround through process enhancements. Skilled in CRM systems, data entry, record accuracy, confidential information handling, and multi-platform navigation while maintaining compliance with company guidelines. Dependable team player committed to accuracy, customer satisfaction, and operational excellence.
Overview
10
10
years of professional experience
Work History
Customer Service Specialist (Remote)
Integrity Marketing
Sandy, UT
07.2022 - Current
- Maintained a customer resolution rate of 95% over my tenure with the company.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Participated in ongoing proprietary product trainings and certifications to become more of an asset and advance my knowledge in problem solving, CRM software, and customer service.
- Executed on-time and under budget project management to resolve complex issues
- Led team engagement to assist cross-functional departments and achieve goals.
Customer Service Team Lead (Hybrid)
Convergys
Mandeville, LA
06.2020 - 07.2022
- Set attainable daily, weekly and monthly goals and game plans for the grievance department.
- Cross-trained new team members, resulting in 17% increase in customer satisfaction ratings from the time I was hired.
- Engaged with customers through live chat, email, and phone with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the interaction.
- Successfully multitasked while navigating various functions of the companies service management system.
- Volunteered to handle complaints and issues for manager during busy time periods.
Customer Service Specialist
Maximus
Covington, LA
02.2018 - 06.2020
- Assisted over 40 clients daily with their needs and concerns via phone, email, web chat, and fax
- Coordinated internally with operations and logistics to maintain knowledge of new company products
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Used quality assurance and operational data to ensure accuracy of customer scripts and proper escalation of issues to department supervisor.
- Mentored new employees on procedures and policies to maximize team performance.
Claims Processor
Blue Shield
Covington, LA
01.2016 - 03.2017
- Processed and verified insurance claims through precise data entry and documentation assessment.
- Followed company protocols and regulatory standards to facilitate effective claims processing.
- Checked coverage details and claim legitimacy, contacting claimants for any missing or unclear information.
- Protected confidential customer and medical records while maintaining accuracy in documentation.
- Recorded all claim activities in alignment with internal guidelines and external regulations.
- Collaborated with legal underwriting and customer service teams across various systems to address claims issues and uphold compliance.
- Managed about 50 or more calls regarding claims and prioritizing task to meet deadlines without sacrificing quality.
Education
Bachelor Of Business Administration And Management - Business Administration And Management
University of Phoenix
Tempe, AZDiploma - Diploma
Pine High School
Franklinton, LA05.2006
Skills
- Customer Service & Issue Resolution
- Phone Communication & Inquiry Handling
- Data Entry & Record Accuracy
- CRM Software & Salesforce
- Multi-System Navigation
- Microsoft Office & Microsoft Teams
- Call Documentation
- Managing Multiple Priorities
- Compliance & Guideline Adherence
- Confidential Information Handling
- Healthcare Systems
- Medical Terminology
- 55 WPM Typing Speed
Timeline
Customer Service Specialist (Remote)
Integrity Marketing
07.2022 - Current
Customer Service Team Lead (Hybrid)
Convergys
06.2020 - 07.2022
Customer Service Specialist
Maximus
02.2018 - 06.2020
Claims Processor
Blue Shield
01.2016 - 03.2017
Bachelor Of Business Administration And Management - Business Administration And Management
University of Phoenix
Diploma - Diploma
Pine High School