LaShandra Donald
Waynesboro
Summary
Dedicated and customer-focused professional with 5 years of experience in healthcare customer service, assisting both members and providers across multiple states and products. Skilled in handling inquiries via phone, chat, email, and other communication channels. Strong knowledge of Medicaid, Medicare, and Marketplace services, with expertise in claims resolution, benefits coordination, and system navigation. Proficient in multiple contact center platforms and healthcare management systems to enhance operational efficiency and member satisfaction.
Overview
14
14
years of professional experience
Work History
Dealer
Bok Homa Casino
09.2016 - 02.2025
- Continuously honed dealing skills to maintain a high level of proficiency in various casino games, increasing versatility and adaptability in response to changing customer preferences.
- Maintained fast, smooth game pace by efficiently handling dice, chips, money, and cards.
- Greeted guests warmly, fostering a positive atmosphere conducive to repeat patronage and customer loyalty.
- Created enjoyable atmosphere for players by engaging patrons in positive and entertaining conversation.
- Adhered to company and game policies as well as state and federal regulations.
- Ensured accurate financial transactions by adhering to strict cash handling policies and maintaining meticulous records.
- Excited guests through engaging conversation while dealing cards efficiently for seamless gameplay experience.
- Assisted in the training of new dealers, sharing expertise on game rules and procedures for an efficient onboarding process.
- Inspected cards and gaming equipment to verify proper functioning and good working order.
- Monitored gaming tables closely, identifying potential issues or disputes and resolving them promptly to uphold casino standards.
- Maintained a clean, organized, and welcoming environment for customers to enjoy their gaming experience.
- Educated players about game rules as needed, clarifying any ambiguities or misunderstandings in an approachable manner.
- Oversaw 8 table games.
- Dealt appropriate number of cards to each player and verify placed bets before starting game.
- Enhanced customer satisfaction by providing personalized assistance and tailored recommendations.
- Coordinated with floor supervisors regularly regarding table assignments and breaks, ensuring smooth transitions and consistent dealer coverage.
- Managed chips and money transactions with attention to detail to prevent fraud.
- Prepared players to join games by explaining rules and exchanging money for chips.
Customer Service Representative
SaviLinx
05.2014 - 02.2016
- Managed inbound and outbound calls, providing high-quality customer support for healthcare products and services.
- Assisted with claims and disputes, prior authorizations, and provider inquiries, ensuring accurate and timely resolution.
- Leveraged Microsoft Teams, Kronos, and Verint for collaboration, time management, and quality monitoring.
- Provided technical assistance and navigation support for Availity and other healthcare portals.
Customer Experience Representative
Humana
01.2011 - 03.2014
- Provide service support to members and providers using multiple communication channels, including phone, chat, and email.
- Assist with Medicaid, Medicare, and Marketplace inquiries, including eligibility, claims, benefits, and billing.
- Utilize systems such as Genesys, Salesforce, Pega, QNXT, and CRM to manage customer interactions efficiently.
- Document and track inquiries, ensuring compliance with HIPPA and company policies.
- Troubleshoot and resolve issues related to prior authorizations, provider network participation, and pharmacy benefits (CVS Caremark).
- Coordinate with internal teams to escalate complex issues and ensure timely resolution.
Education
No Degree - Computer And Information Systems
Jones County Junior College
Ellisville, MSGraduate Certificate - Data Entry
Gulport Job Corps Center
Gulfport, MS06-2001
High School Diploma -
Wayne County High School
Waynesboro, MS05-1999
Skills
- Dependability
- Strong hand-eye coordination
- Quick thinking
- Multi-Channel Customer Support (Phone, Chat, Email, Off-Phone Work)
- Medicaid, Medicare,and Marketplace Knowledge
- Claims Processing and Resolution
- Member and Provider Assistance
- HIPPA Compliance and Data Security
- CRM and Contact Center Platforms
- Conflict Resolutions and Problem-Solving
- Process Improvement and Documentation
- Microsoft Office Suite and Healthcare Portals
Technical Skills
- Preferred Systems Experience
Experience:
- Microsoft Office ( Word, Excel, Outlook, Teams)
- Genesys (Call Management)
- Salesforce & CRM Platforms
- Pega (Workflow & Case Management)
- QNXT (Claims & Member Data)
- Verint (Call Recording & Quality Monitoring)
- Kronos (Workforce Management)
- Video Conferencing Tools
- CVS Caremark & Availity (Pharmacy & Provider Portals)
Additional Information
- Strong adaptability to new systems and processes
- Experience working in fast-paced, high-volume environments
Timeline
Dealer
Bok Homa Casino
09.2016 - 02.2025
Customer Service Representative
SaviLinx
05.2014 - 02.2016
Customer Experience Representative
Humana
01.2011 - 03.2014
No Degree - Computer And Information Systems
Jones County Junior College
Graduate Certificate - Data Entry
Gulport Job Corps Center
High School Diploma -
Wayne County High School
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