Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Information
References
Timeline
Generic

Lisa Detherage

Hamilton,Ohio

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Completed 2 ½ years in financial fraud and credit dispute

More than 18 years' successful experience in customer service and support

Recognized strengths in account maintenance, problem-solving and troubleshooting, along with implementing proactive procedures and system changes

Possess solid computer skills

Ability to train and motivate fellow co-workers

A team player, acknowledged as "Wow" award recipient, also aided in implementing new procedure ideas to aid in better customer service

Was a member of pilot E-view program

Worked in the following lines of business: Dental, Medical, Pharmacy Call center

Remote work with high dollar amount cases and resolutions.

Determined to help members and co-workers have a positive experience and achieve success in resolving issues.

Overview

24
24
years of professional experience

Work History

Chargeback Back Office Specialist for Fraud Department

Fis/GenPact
08.2022 - 02.2024
  • Processed 32 cases concerning consumer disputes daily
  • Entered rulings and details concerning information needed to process through MasterCard and Visa financial institution with debit cards and credit cards
  • Reviewed files, records and other documents to obtain information to respond to requests.
  • Ensured timely completion of projects, prioritizing tasks based on deadlines and importance.
  • Managed multiple priorities simultaneously, ensuring consistent delivery of high-quality work under tight deadlines.
  • Developed and maintained courteous and effective working relationships.
  • High dollar amounts daily basis
  • Confidential information processing while abiding regulations of each vendor.
  • Prepared and edited documents to produce precise, accurate and professional communication
  • Edited and proofread documents for accuracy and completeness

Customer Service Representative Level 2

Humana Inc.
08.2016 - 07.2022
  • Medical and Dental inbound calls 50 per shift accommodating both providers and members
  • Processed claim inquiries for review of denials, missing information, and statuses
  • Helped members locate providers, benefits and exclusions on plans
  • Experienced in dedicated calls for certain groups with particular requirements and expectations for proper handling
  • Ability to check contracted status for providers
  • Gained rapport with several members and providers that reached out to specific extension for personal assistance with concerns , questions e-mail correspondence for assistance with issues and special permissions for benefit exception situations
  • Experienced in resetting web passwords for certain web access and walking members through how to view information, providers and plan information.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients
  • Updated account information to maintain customer records

Inbound Call Center Representative

Ascendum Koncert/Kroger Pharmacy Call Center
04.2012 - 03.2016
  • Taking inbound calls and helping customers with prescription concerns
  • Processed inbound calls for 10 pharmacies on daily basis
  • Assisted other customer service representatives with questions.
  • Trained new hires and mentored them.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Maintained strict adherence to data protection regulations when handling customer information, ensuring confidentiality and security at all times.
  • Boosted customer service satisfaction ratings through consistent quality control
  • Followed up with customers about resolved issues to maintain high standards of customer service

Customer Service Representative

Medco Health Solutions
12.1999 - 07.2011
  • Worked in fax generated database, processing forms containing prescription information and patient information, updating idiosyncrasies, and pertinent information goal was 32 per hour
  • Quickly and effectively solved customer challenges
  • Communicated with patient to verify information and locate correct account with information
  • Maintained quality control, constantly seeking new ways to improve customer service
  • Used windows based programs, Rumba, and Customer contact detail screens to update and maintain information.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promoted positive work environment through active participation in team meetings and contributing ideas for organizational success.
  • Assisted in training new hires, sharing best practices in customer service protocols specific to healthcare industry.
  • Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes
  • Exceeded performance metrics consistently, earning recognition as a top performer within team

Education

Some College (No Degree) -

Post University
Waterbury, CT

High School Diploma -

Hamilton High School
Hamilton, OH
01.1981

Skills

  • Time Management
  • Filing and data archiving
  • Multitasking
  • Professional Demeanor
  • Strong Problem Solver
  • Data Gathering
  • Database entry
  • Document Management

Accomplishments

  • Increased data entry keystrokes able to process 32 +faxes an hour at goal or above
  • I have 2 years experience processing fraud and dispute claims for MasterCard and Visa while adhering to regulations set forth by both companies.
  • Was the first associate to be allowed to Work from Home in just 6 months of hire date.
  • Successfully transitioned from Medical department representative to Dental department representative while being in the Work from Home environment.
  • Have been used as a call example for new hires first in department to be chosen
  • Asked to do side by side with new hire trainees

Personal Information

Title: CUSTOMER SERVICE PROFESSIONAL

References

Furnished Upon Request

Timeline

Chargeback Back Office Specialist for Fraud Department

Fis/GenPact
08.2022 - 02.2024

Customer Service Representative Level 2

Humana Inc.
08.2016 - 07.2022

Inbound Call Center Representative

Ascendum Koncert/Kroger Pharmacy Call Center
04.2012 - 03.2016

Customer Service Representative

Medco Health Solutions
12.1999 - 07.2011

Some College (No Degree) -

Post University

High School Diploma -

Hamilton High School
Lisa Detherage
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