Latrice Renee Avery
Las Vegas,NV
Summary
Accomplished CSR III at Anthem, adept in handling high call volumes with a professional demeanor and active listening, significantly boosting customer satisfaction. Skilled in CRM software and complaint handling, streamlined processes at MPMR, enhancing efficiency and exceeding monthly collection targets, showcasing a blend of critical thinking and customer service excellence.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
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
7
7
years of professional experience
Work History
CSR III
Anthem
12.2019 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
Medical Insurance Collector
MPMR
10.2017 - 12.2019
- Provided exceptional customer service when addressing patient inquiries regarding billing issues or insurance coverage concerns.
- Enhanced department efficiency by implementing process improvements that streamlined workflows and reduced manual tasks.
- Assisted in the development of departmental performance metrics and reporting tools, enabling data-driven decision-making for improved results.
- Reduced claim denials through thorough research of insurance coverage, patient eligibility, and claim accuracy.
- Established strong working relationships with insurance company representatives, facilitating efficient communication and prompt issue resolution.
- Achieved consistent success in meeting or exceeding monthly collection targets, demonstrating commitment to organizational goals.
- Expedited payment collections with timely follow-ups on outstanding accounts, resulting in increased revenue for the organization.
Education
Associate of Arts - Medical Assistance
SLVC
Temecula, CA07.2014
Skills
- Call center experience
- Customer Focus
- Complaint Handling
- CRM Software
- Customer Service
- Active Listening
- Critical Thinking
- Professional telephone demeanor
- Problem-solving abilities
- Customer Relations
- Documentation
- Payment Processing
Timeline
CSR III
Anthem
12.2019 - Current
Medical Insurance Collector
MPMR
10.2017 - 12.2019
Associate of Arts - Medical Assistance
SLVC
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