Microsoft Office Suite, CRM Software
La Shawn Conley
Rosenberg,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
19
19
years of professional experience
Work History
Customer Service Representative II
Randstad USA
09.2023 - Current
- Inbound and outbound call center averaging 60-80 calls a day
- Assist participants with claim approval and reimbursement
- Review claim issues such as denials, overpayments and partial payment
- Knowledge of HRA plans and HSA plans.
Customer Care Partner Team Lead
Randstad USA
08.2022 - Current
- Administer HR Policies and evaluate performance management of Customer Care Representative
- Excite weekly call evaluations for direct reporting Including side by side and silent listening
- Drive Individual metrics of Customer Care Representative on team Including phone metrics, schedules, quality and case management routines
- Review daily, weekly and monthly statistics for aligned team and provide regular status reports
- Attend weekly client team meetings, quality calibrations and operational health meeting through conference bridge, video conference
- Time and attendance management of all associates on team by tracking absences and tardy days
- Partner with the Customer Care Client Manager to Improve quality of the Customer Care Representative Customer Care team, with a focus on quality and Individual colleague development
- Be visible to Customer Care Client Managers and Site Managers online through virtual tools such as Microsoft Teams, responsiveness to emails, participation In meetings.
Quality Assurance Resource Support
Arise Virtual Solutions
04.2022 - 04.2024
- Support Call Center Agents with call evaluations, Weekly enhancement session via Zoom and daily communication daily Microsoft Teams
- Ensure client policy and procedures are observed
- Address and discuss behavioral(s) that affect Agent metric and make recommendations for improvement
- Bi-weekly documentation of agent progress on the platform base on agent performance
- Create training materials for agents to apply as best practice.
Customer Service Representative
Arise Virtual Solutions
04.2020 - 04.2024
- Inbound and outbound call center averaging 75-85 calls a day
- Provide product/services information, track packages, process return/refunds, placed new online orders resolve any emerging problems that the company customer accounts might face with accuracy and efficiency.
Reimbursement Coordinator
Healix Infusion Therapy Inc
06.2018 - 12.2019
- Assist with implementing strategies for improving efficiency in client data Set revenue goals along with training and development of new associates
- Performs insurance and patient collection of accounts, prepare write-off documentation and performs online cash application.
Reimbursement Specialist II
Healix Infusion Therapy Inc
07.2016 - 06.2018
- Performs verbal and written collection activity with follow-up on outstanding accounts
- Obtains reimbursement from the carrier or patient in a timely manner
- Compile necessary information to file an effective appeal
- Submits appeals with appropriate documentation and timely follow-up to resolution of account
- Apply discount, bad debt and other A/R adjustments to assure an accurate A/R
- Review all correspondence daily and responds to all written request.
Senior Workers' Compensation Collector
American Management Resources
08.2005 - 07.2016
- Performs collection efforts of outstanding workers' compensation cases with knowledge of legal procedures
- Negotiate with law offices to obtain required information for court filings
- File liens, process and submit petitions with other mandated documents for court related upcoming proceedings
- Training of new employee of inter office workings.
Education
Medical Billing and Coding, Certification -
North-West College
12.2014
Skills
- Organizational Skills: Handles details, coordinates tasks, punctual, manages projects effectively, meets deadlines, set goals, multitask
- Interpersonal Skills: Works well with others, supportive, motivates others, shares credit, understands feelings, self-confident, accepts responsibility
- Communication: Writes clearly and concisely, speaks effectively, listens attentively, openly expresses ideas, negotiates/resolves differences, lead group discussions, provides feedback, persuades others, provides well thought-out solutions, gathers appropriate information
- Management Skills: Teach/train, counsels, manages conflict, delegates responsibility, makes decisions, implements decisions, enforces policies
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Payment Processing
- Client Relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft Outlook
- Scheduling
- Follow-up skills
- Call Management
- Call Center Operations
- Product Knowledge
- Paperwork Processing
- Appointment Scheduling
- Order Processing
- Documentation
- Microsoft Office Suite
- Microsoft PowerPoint
- Data Collection
- Prioritization
- Staff Training
- De-Escalation Techniques
- Building rapport
- Live chat support
- Filing
- Clerical Support
- Quality Control
- Dispute Resolution
- Customer Education
- Product Sales
- Product and service solutions
- Multi-line phone talent
- Order Fulfillment
- Account updating
- Research
- Reading Comprehension
- Spreadsheets
- Service Upselling
- Office equipment proficiency
- Staff education and training
- Conflict Mediation
- Product Promotion
- Document Control
- Brand representation
- Medical terminology knowledge
- Quality Assurance Controls
- CRM Software
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeContract WorkPart TimeLocation Preference
RemoteImportant To Me
Career advancementWork-life balanceHealthcare benefitsWork from home option401k matchPaid time offCompany CultureAccomplishments
- Supervised team of 18 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Software
Certification
- Medical Coding Training - AAPC
Timeline
Customer Service Representative II
Randstad USA
09.2023 - Current
Customer Care Partner Team Lead
Randstad USA
08.2022 - Current
Quality Assurance Resource Support
Arise Virtual Solutions
04.2022 - 04.2024
Customer Service Representative
Arise Virtual Solutions
04.2020 - 04.2024
Reimbursement Coordinator
Healix Infusion Therapy Inc
06.2018 - 12.2019
Reimbursement Specialist II
Healix Infusion Therapy Inc
07.2016 - 06.2018
Senior Workers' Compensation Collector
American Management Resources
08.2005 - 07.2016
Medical Billing and Coding, Certification -
North-West College
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