Marcia Reid
East Point,GA
Summary
15+ years of Customer Service experience in a high-volume call center. Ability to identify work priorities and function with minimum supervision Strong communication and organization skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
18
18
years of professional experience
Work History
Customer Experience Supervisor
Delta Airlines
Atlanta
09.2023 - Current
- Ensured highest level of Customer Service by offering guidance and support
- Provided primary assistance to frontline agents, focusing on improving their understanding of product knowledge, policies and procedures.
- Handled and resolved customer concerns and complaints effectively
- Assisted internal departments in addressing customer concerns and facilitating the resolution process.
- Offered efficient service recovery solutions for inconvenienced passengers, following First Point of Contact guidelines.
Customer Engagement Specialist
Delta Airlines
Atlanta
08.2021 - 09.2023
- Efficiently and courteously handle incoming calls, assessing customer needs and providing solutions and additional products
- Interacted with diverse global customers and colleagues
- Identified and addressed customers' concerns through proactive problem-solving techniques.
- Sell travel-related services, including car rental and credit card vendor partner products.
- Engaged in communication with customers via phone, email, and online chat to offer details regarding products and promotions.
Senior Customer Service Representative
United Health Group/Payment integrity
Atlanta
06.2018 - 08.2021
- Analyzed questionnaire responses to identify and build cases for Subrogation
- Established member cases for MVA accidents and Worker Compensation claims
- Assault
- Submitted cases to Analyst for further Investigation and Negotiations
- Reviewed medical claims to identify reasons for denial.
Customer Care Professional/ Behavioral Health Specialist
United Health Group/Optum Behavioral Health
Atlanta
10.2016 - 06.2018
- Maintained ongoing communications with clients, updating them on the status of their requests and providing relevant information throughout the resolution process.
- Proficient knowledge of Benefit plans (Commercial, Public Sector and Independent Health)
- Researched and analyzed Behavioral Health claims for member’s and providers.
- Ensured compliance with applicable legal/regulatory requirements (e.g., HIPAA, state/regional requirements.
Healthcare Consultant I
Rose International, Inc. / Aetna Healthcare
Chesterfield, MO
12.2014 - 03.2016
- Coordinated cases for inpatient admission and outpatient precertification
- Responded to incoming calls from members and providers to ensure policies and procedures are handled appropriately and in a timely manner
- Submitted cases requiring clinical review to a Nurse Reviewer
- Responded to incoming calls from members and providers to ensure policies and procedures are handled appropriately and in a timely manner
- Coordinated referrals for specialty care; SNF, LTAC and Inpatient Rehab via phone, fax, and email.
Outreach Coordinator
Coventry Healthcare
Atlanta
10.2013 - 12.2014
- Coordinated Senior Advantage members outreach to educate and ensure health plan benefit compliance
- Assisted members in obtaining services and scheduled appointments to prevent delays in treatment and to improve the member’s health outcome
- Investigated and responded to member inquiries regarding benefits, plan policies and procedures
- Documented all calls for sufficient tracking.
Anthem BCBS Senior Medical Management
Kelly HealthCare Resources Center
Atlanta
06.2010 - 03.2012
- Initiated cases for ER admits inpatient admissions and outpatient precertification
- Assisted clinical staff in the performance of all non-clinical and administrative tasks
- Created case reviews for Clinical team to review
- Handled and resolved member and provider requests and concerns in a timely manner
- Documented all calls for sufficient tracking and follow-up.
Customer Service Associate II
Kaiser Permanente Health Plans
Atlanta
09.2006 - 03.2010
- Responded to inquiries from members, providers, and vendors
- Provided working knowledge of Kaiser’s policies, procedures and services rendered in the Kaiser Medical facilities
- Obtained and verified pre-certification/utilization review process
- Researched and resolved members and/or provider concerns and complaints in a timely manner
- Documented all calls for sufficient tracking and follow-up.
Education
Some College (No Degree) - Marketing
Georgia State University
Atlanta, GASkills
- Highly knowledgeable of Medicare, HMO and Commercial contracts
- Proficient use of Microsoft Applications Word/Outlook
- Navigator/ IDX/CPD Multi System interfacing
- Medical Terminology/ CPT codes, ICD-10 and ICD-9 coding
- Ability to identify work priorities and function with minimum supervision
- Strong communication and organization skills
- Complaint resolution
- Call Center Operations
- Payment Processing
- Problem Resolution
- Positive and professional
Timeline
Customer Experience Supervisor
Delta Airlines
09.2023 - Current
Customer Engagement Specialist
Delta Airlines
08.2021 - 09.2023
Senior Customer Service Representative
United Health Group/Payment integrity
06.2018 - 08.2021
Customer Care Professional/ Behavioral Health Specialist
United Health Group/Optum Behavioral Health
10.2016 - 06.2018
Healthcare Consultant I
Rose International, Inc. / Aetna Healthcare
12.2014 - 03.2016
Outreach Coordinator
Coventry Healthcare
10.2013 - 12.2014
Anthem BCBS Senior Medical Management
Kelly HealthCare Resources Center
06.2010 - 03.2012
Customer Service Associate II
Kaiser Permanente Health Plans
09.2006 - 03.2010
Some College (No Degree) - Marketing
Georgia State University