Lunya Smith
Birmingham,United States
Summary
Currently seeking a full time, permanent opportunity that will enable professional and problem-solving skills to contribute to the overall success of the company. 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.
Overview
16
16
years of professional experience
Work History
Customer Service Collections WFH
Parallon Healthcare
01.2021 - Current
- Managed approximately 250 inbound and outbound calls per day.
- Managed 150 email and chat supports per day.
- Update the customer account record to identify actions taken on the account.
- Work with patients and guarantors to secure payment on outstanding account balances.
- Referring calls/accounts to appropriate parties based on customer inquiries.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Maintain minimum production standards.
- Achieve passing quality review scores per unit requirements.
- Produce acceptable unit collection volumes.
- Work within company attendance guidelines.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
CUSTOMER SERVICE REPRESENTATIVE
Health Markets
12.2018 - 01.2021
- Able to take inbound and outbound call
- Handle email and chat support
- Assisted customers with affordable health insurance
- Maintained book of business and continued to add more as prospects and referrals
- Did reviews and policy increases if needed
- Connected with many companies for quotes and coverage amounts to make sure that customers would be comfortable in managing their payment
- Delivered excellent customer service, resulting in consistent 98% customer satisfaction goals
- Collected customer feedback and made process changes to exceed customer satisfaction goals
CUSTOMER SERVICE
Lincoln Heritage Life Insurance Company
01.2017 - 12.2018
- Handle phone and chat support
- Able to take inbound and outbound call
- Maintain solid book of business to ensure attainment of sales goals and ensure monthly premiums to be collected increasing book size monthly at $50k+
- Follow up with clients and resolve issues and ensure policy payments are rendered on time to insure no lapse in coverage
- Was recognized and rewarded by for outstanding achievements in sales (Top 10%) twice since employment
CUSTOMER SERVICE
Mutual Savings Life Insurance Company
02.2009 - 01.2017
- Handle phone and chat support
- Able to take inbound and outbound call
- Maintain solid book of business to ensure attainment of sales goals and ensure monthly premiums to be collected increasing book size monthly at $24k
- Follow up with clients and resolve issues and ensure policy payments are rendered on time to insure no lapse in coverage
- Was recognized and rewarded by company for outstanding achievements in sales (Top 10%) twice since employment
Education
Associate of Applied Science - Computer Science
Southern Junior College
Birmingham, AL07-1988
High School Diploma -
West End High School
Birmingham, AL05-1986
Skills
- POS Systems and Ordering Platforms
- Creative Problem Solving
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Verbal and Written Communication
- Multitasking and Prioritization
- Microsoft Office Suite
- LiveChat Messaging
- Inbound and Outbound Calling
- Customer service
- Teamwork and collaboration
- Friendly, positive attitude
- Calm under pressure
- Dependable and responsible
- Verbal communication
- Excellent communication
Timeline
Customer Service Collections WFH
Parallon Healthcare
01.2021 - Current
CUSTOMER SERVICE REPRESENTATIVE
Health Markets
12.2018 - 01.2021
CUSTOMER SERVICE
Lincoln Heritage Life Insurance Company
01.2017 - 12.2018
CUSTOMER SERVICE
Mutual Savings Life Insurance Company
02.2009 - 01.2017
Associate of Applied Science - Computer Science
Southern Junior College
High School Diploma -
West End High School
Similar Profiles
Ashley LewisAshley Lewis
Infection Prevention Data Abstractor at Parallon HealthcareInfection Prevention Data Abstractor at Parallon Healthcare
Tiffany FiskTiffany Fisk
Medicaid Eligibility Specialist at Parallon HealthcareMedicaid Eligibility Specialist at Parallon Healthcare
Wanda SchultzWanda Schultz
Financial Counselor at Parallon HealthcareFinancial Counselor at Parallon Healthcare