Summary
Overview
Work History
Education
Skills
References
Languages
References
Timeline
Generic

Lauren Thomason

Cleveland

Summary

Motivated professional with a proven track record of meeting organizational needs through consistent and organized practices. Demonstrates strong work ethic and adaptability, excelling in high-pressure environments. Skilled in mastering new skills quickly and working effectively without supervision. Exceptional interpersonal skills enhance collaboration and contribute to brand enhancement.

Overview

13
13
years of professional experience

Work History

Senior Customer Service Representative Lead

Whirlpool Corporation
Benton Harbor
11.2013 - 08.2023
  • Fulfilled multiple roles within Whirlpool Corporation Customer Experience, such as Customer Care Representative, Chat and Correspondence Representative, Correspondence Trainer, and Corporate Safety Lead.
  • Managed diverse roles while working remotely
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Managed daily reports to enhance operational efficiency and insights
  • Led customer service team to ensure consistent service quality.
  • Trained new representatives on product knowledge and service protocols.
  • Resolved complex customer inquiries with effective communication skills.
  • Collaborated with cross-functional teams to enhance customer experience initiatives.
  • Managed escalated issues and facilitated resolution processes efficiently.
  • Implemented process improvements to streamline customer support operations.
  • Handled confidential information regarding customers' accounts with utmost discretion.
  • Analyzed customer data to identify trends in customer inquiries and complaints.
  • Oversaw daily operations of department through combination of careful planning and troubleshooting.
  • 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.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.

Coding and Billing Specialist

Bradley Medical Equipment
Cleveland
08.2010 - 11.2013
  • Executed tasks efficiently to ensure timely completion
  • Utilized CPT and ICD 9/10 codes
  • Processed insurance claims for medical equipment services and supplies.
  • Verified patient information and insurance coverage for billing accuracy.
  • Updated coding entries in electronic health record systems for compliance.
  • Coordinated with healthcare providers to resolve billing inquiries and disputes.
  • Participated in workshops, seminars, and training classes to gain stronger education in industry updates and federal regulations.
  • Charged expenses to accounts and cost centers by analyzing invoice and expense reports.
  • Communicated effectively with patients regarding billing statements and payments.
  • Assisted with resolving any discrepancies regarding payment amounts or denials.
  • Researched and assigned appropriate ICD-10 codes based on documentation in the patient's medical record.
  • Utilized various software systems for data entry and retrieval of patient information.
  • Ensured timely submission of all claims so that maximum reimbursement is received.

Education

High School Diploma -

Cleveland High School
Cleveland, TN
05.2010

Some College (No Degree) - CPC

AAPC
Remote

Skills

  • Customer service
  • Order management
  • Data analysis
  • Process improvement
  • Training and development
  • Complaint resolution
  • Attention to detail
  • Chat support
  • Email management
  • Call center experience
  • Customer satisfaction
  • Data entry
  • Inbound and outbound calls
  • Problem resolution
  • Order and refund processing
  • Understanding customer needs
  • Professional phone voice
  • Remote office availability
  • Teamwork and collaboration
  • Account updates

References

  • Ashley, Tran, (423)650-3338, Bradley Medical Equipment
  • Deneen, Green, (423)432-5427, Bradley Medical Equipment
  • Carol, Young, (423)961-5718, Whirlpool

Languages

English
Professional

References

References available upon request.

Timeline

Senior Customer Service Representative Lead

Whirlpool Corporation
11.2013 - 08.2023

Coding and Billing Specialist

Bradley Medical Equipment
08.2010 - 11.2013

High School Diploma -

Cleveland High School

Some College (No Degree) - CPC

AAPC

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