Lashondria Thomas

Customer Service Representative – Healthcare (UHC)
Foundever — Remote | [Dates Worked]

• Provided top-tier customer service and benefits support for UnitedHealthcare (UHC) members, resolving inquiries related to claims, billing, coverage, and eligibility across multiple communication channels.
• Maintained strict adherence to HIPAA privacy laws and company data protection policies while handling sensitive patient information.
• Assisted members with explanation of benefits (EOBs), pharmacy coverage, and provider network questions, ensuring accurate understanding of healthcare plans.
• Utilized Salesforce CRM and internal databases to manage and document all interactions with precision and attention to detail.
• Demonstrated expert communication skills by de-escalating complex issues, offering clear resolutions, and following up on unresolved matters to ensure full member satisfaction.
• Collaborated cross-functionally with nurses, case managers, and UHC departments to coordinate care and streamline resolution processes.
• Recognized for exceeding performance goals including quality assurance, first-call resolution, and call handling time in a high-volume remote environment.
• Participated in ongoing training and quality calibration sessions to stay current on healthcare plan updates and process changes.

• Delivered remote support for Dominion Energy customers, assisting with billing inquiries, payments, account management, and service requests through inbound calls and digital channels.
• Used CRM and account management systems to accurately process payments, service transfers, and reconnection requests while maintaining compliance with company standards.
• Responded to outage reports and energy service interruptions, providing updates and reassurance while initiating proper follow-up procedures.
• Educated customers about energy efficiency programs, autopay enrollment, and online self-service tools, improving engagement and reducing repeat inquiries.
• Handled sensitive customer data with integrity, maintaining full compliance with utility service regulations and data security requirements.
• Consistently exceeded key performance indicators (KPIs) such as call resolution, adherence, quality assurance, and customer satisfaction scores.
• Recognized by leadership for reliability, professionalism, and maintaining a calm, solution-focused demeanor in a fully remote call center setting.
• Supported team collaboration and communication through virtual platforms including Teams and Zoom, assisting with peer training and performance improvement feedback.

• .Delivered Tier 1 technical support for Intuit ProSeries users, resolving software installation, activation, and login issues during peak tax season.
• Provided step-by-step troubleshooting via chat and phone, guiding users through configuration, printer connectivity, and Windows permission errors.
• Utilized Salesforce CRM, Citrix, and proprietary ticketing systems to manage daily case volume, document resolutions, and ensure timely escalation when needed.
• Managed 40–60 daily user interactions with a strong focus on accuracy, patience, and customer satisfaction under strict service-level targets.
• Collaborated with Tier 2 technical teams and engineers to identify recurring technical issues, contributing to updated knowledge base articles.
• Maintained professional written communication during live chat sessions, ensuring customers received clear and concise technical guidance.
• Exceeded daily productivity and QA metrics, maintaining top performance throughout seasonal operations in a fully remote support environment.

• Provided support for Green Dot customers, specializing in ApplePay issues (card linking, wallet setup, transactions).
• Guided customers through ApplePay issues, ensuring successful account setups and transactions.
• Used Salesforce CRM to document cases, track tickets, and escalate unresolved issues.
• Delivered step-by-step troubleshooting and guidance for bank account linking and transaction history.
• Educated customers on security features and app navigation, referencing KRG articles to provide clear and accurate information.

• Served as a key contact for Walmart’s Bulk Gift Card Department, resolving escalated customer issues related to large-scale gift card orders, payments, and delivery discrepancies.
• Ensured strict fraud prevention and verification protocols were followed to maintain compliance and transaction security.
• Used Oracle Ticketing System and internal Knowledge Resource Guides (KRG) to document, track, and resolve customer inquiries accurately and efficiently.
• Collaborated cross-departmentally with Billing, Fulfillment, and Fraud Prevention teams to coordinate fast, accurate resolutions.
• Delivered detailed documentation and follow-up communications for each case to ensure audit readiness and complete customer satisfaction.
• Identified recurring problems, contributing to workflow updates and training materials that improved overall team productivity.
• Recognized for strong analytical thinking, reliability, and consistent achievement of service-level and quality assurance goals in a high-volume remote work environment.