LaShawn Bowens
Southfield,MI
Summary
Experienced customer service and disability claims professional with a strong focus on maintaining excellent customer relations and meticulous attention to detail. Seeking a full-time position to utilize my skills and contribute to a dynamic team.
Overview
9
9
years of professional experience
1
1
Certification
1
1
year of post-secondary education
Work History
Disability Representative
Sedgwick CMS Claims
Southfield, US
05.2023 - Current
- Documented changes in claim statuses using specialized software systems.
- Maintained detailed records of all communication with customers, claimants, providers, and internal departments.
- Assisted claimants, providers and clients with problems or questions regarding claims.
- Interpreted legal documents such as contracts or court orders when evaluating claims for payment.
- Ensured timely submission of required documentation from claimants prior to approval of payment.
- Provided clear explanations of benefits, eligibility requirements, and applicable laws when communicating with customers.
- Attended continuing education seminars related to insurance industry best practices and new legislation.
- Reviewed and verified claim information to ensure accuracy of data and compliance with established policies.
- Processed a high volume of claims efficiently while maintaining quality standards.
- Identified potential fraud indicators during the review process and reported suspicious activity accordingly.
Home Health Aide
Michigan Department of Community Health
Oak Park, US
11.2015 - Current
- Assisted with personal care activities, such as bathing, dressing and grooming.
- Transported clients to doctor appointments and social events.
- Prepared meals and snacks according to prescribed diets.
- Assisted in ambulation and exercise routines for clients.
- Changed bed linens and maintained a clean living environment for the client's safety.
- Reported any changes in the client's physical or emotional condition to supervisor immediately.
- Took initiative to ensure all tasks were completed efficiently within the designated time frame.
- Encouraged independence by teaching self-care skills such as grooming and hygiene habits.
- Cared for patients by assisting with personal hygiene tasks and completing basic household chores.
- Maintained clean and well-organized environment for client happiness and safety.
- Accompanied clients to doctors' offices and on other trips outside home, providing transportation, assistance and companionship.
- Cared for patients by washing and ironing laundry, cleaning or assisting with personal care.
Senior Customer Service Representative
MetLife
Southfield, US
01.2020 - 01.2023
- Responded promptly to inquiries from customers about products or services.
- Handled difficult situations with tact, diplomacy, and professionalism.
- Provided product information and answered questions regarding features, pricing plans.
- Managed incoming calls from customers while providing exceptional service.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Met and exceeded performance goals to support long-term company growth and market dominance.
- Monitored customer feedback surveys to identify areas of improvement.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Customer Service/Quality Assurance Auditor
AppleOne/MetLife
Southfield, US
08.2019 - 01.2020
- Placed at MetLife through AppleOne temp agency as a Call Center Customer Service Representative.
- Assisted applicants with questions regarding additional life benefits and provided information on the application process.
- Reviewed and monitored quality assurance reports for accuracy and completeness.
- Created detailed documentation of audit findings, including recommendations for resolution of any issues identified.
Customer Care Representative/ Billing
Guardian Alarm Company
Southfield, US
02.2019 - 05.2019
- Activated contracts, billed, and audited new residential and commercial alarm services.
- Processed orders accurately and efficiently according to established procedures.
- Utilized MAS for billing and document management center for scanning and linking documents to customer accounts.
- Performed administrative duties such as filing paperwork, maintaining records, updating databases.
Customer Service Representative
LogistiCare
Southfield, US
04.2018 - 01.2019
- Scheduled members for non-emergency transportation to medical facilities.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
Education
Associate of Applied Science - Business Management
Oakland Community College
Southfield, MI 01.2024 - Current
BSHA Program - Health Care Administration
University of Phoenix
Certification in Patient Care Technician -
Aress Academy
Skills
- Customer Service
- Insurance Claims Review
- Decision-Making
- Microsoft Office
- Document Management
- Insurance Verification
- Salesforce
Certification
- Home Health Aide (HHA) Certification
- Certified Nursing Assistant (CNA)
- Notary Public - Michigan Secretary of State.
- PT - Phlebotomy Technician
Timeline
Associate of Applied Science - Business Management
Oakland Community College
01.2024 - Current
Disability Representative
Sedgwick CMS Claims
05.2023 - Current
Senior Customer Service Representative
MetLife
01.2020 - 01.2023
Customer Service/Quality Assurance Auditor
AppleOne/MetLife
08.2019 - 01.2020
Customer Care Representative/ Billing
Guardian Alarm Company
02.2019 - 05.2019
Customer Service Representative
LogistiCare
04.2018 - 01.2019
Home Health Aide
Michigan Department of Community Health
11.2015 - Current
BSHA Program - Health Care Administration
University of Phoenix
Certification in Patient Care Technician -
Aress Academy
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