Lusrea Watson
Dallas,TX
Summary
Adaptable customer service professional with a strong background in healthcare and technical support. Skilled in issue resolution and educating customers on complex products, contributing to improved service metrics and client satisfaction.
Overview
8
8
years of professional experience
Work History
Chat Support Representative
United Health Plan
Remote
01.2024 - 07.2026
- Provided customer support through chat for health plan inquiries and issues.
- Assisted members with enrollment, benefits, and claims processes.
- Resolved customer concerns by researching policies in the health insurance system.
Technical Support Representative
Boost Mobile
Remote
12.2022 - 01.2024
- Documented technical support activities, detailing process updates and changes to improve service consistency.
- Managed escalated issues to ensure timely resolution and maintain customer satisfaction.
- Educated customers on product features and usage guidelines, enhancing their understanding and overall experience.
- Managed escalated issues, ensuring timely resolution and contributing to high levels of customer satisfaction.
Customer Service Representative
Cox Automotive Dispatching
Remote
01.2021 - 12.2022
- Assisted customers with inquiries about automotive services and dispatching processes.
- Participated in weekly meetings with managers to review performance metrics and align on goals.
- Monitored shipments through tracking systems including FedEx, UPS, and USPS to ensure timely delivery.
- Executed data entry tasks, including processing orders and creating new accounts in the system.
Healthcare Customer Service Representative
Kaiser Health Plan
remote
11.2018 - 01.2021
- Facilitated communication between patients and healthcare providers to resolve issues promptly.
- Assisted patients with inquiries regarding health plan benefits and coverage options.
- Coordinated appointments and referrals to specialists based on patient needs and preferences.
- Educated patients on preventive care services and wellness programs available through the plan.
Education
High School Diploma -
Natchez High School
Natchez, MS05-2013
Skills
- Health insurance policies
- Claims management
- Customer support platforms
- Data management
- Technical support
- Customer relationship management
- CRM software
- HIPAA compliance
Timeline
Chat Support Representative
United Health Plan
01.2024 - 07.2026
Technical Support Representative
Boost Mobile
12.2022 - 01.2024
Customer Service Representative
Cox Automotive Dispatching
01.2021 - 12.2022
Healthcare Customer Service Representative
Kaiser Health Plan
11.2018 - 01.2021
High School Diploma -
Natchez High School