Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Mar'Kovia Singleton

Montgomery

Summary

Dynamic and customer-focused professional with over 5 years of experience in diverse customer service and technical support roles. Proven expertise in healthcare customer service, general Customer Service, and Billing Technical Support, with a strong track record of enhancing customer satisfaction, resolving complex issues, and improving operational efficiency. Adept at handling a variety of customer inquiries, including healthcare benefits and billing discrepancies, and technical problems, while maintaining a high level of professionalism and empathy. Possesses a comprehensive understanding of industry regulations, technical troubleshooting, and billing processes, with exceptional skills in communication and problem-solving, and relationship management. Dedicated to delivering exceptional service and contributing to the overall success of the team. Leveraged strong communication and problem-solving skills to resolve a wide array of customer inquiries, demonstrating adaptability to various support roles. Showcased a dedication to customer satisfaction by consistently exceeding expectations and maintaining a positive attitude in challenging situations. Applied a comprehensive understanding of industry regulations and technical troubleshooting to efficiently address customer issues. Utilized project management skills to streamline team operations, enhancing overall efficiency and contributing to the success of the department. Demonstrated the ability to manage multiple tasks and meet tight deadlines while maintaining a high level of accuracy and professionalism. Developed strong interpersonal skills and built lasting relationships with customers, enhancing customer loyalty and improving service outcomes. Exhibited a proactive approach to problem-solving, identifying and resolving issues before they escalated, minimizing customer impact. Adapted quickly to new technologies and procedures, demonstrating readiness for complex technical environments and diverse customer service requirements.

Diligent [Desired Position] with solid background in technical support. Proven track record in troubleshooting technical issues and delivering high-quality customer service. Demonstrated ability in problem-solving and effective communication.

Experienced with troubleshooting technical issues to provide effective resolutions. Utilizes strong customer service skills to ensure client satisfaction and loyalty. Knowledge of various software and hardware systems to efficiently diagnose and solve problems.

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

6
6
years of professional experience

Work History

Billing Technical Support Representative

Alorica
02.2020 - 09.2023
  • Investigate and resolve billing discrepancies, including incorrect charges, payment issues, and account adjustments.
  • Review and analyze billing statements to identify errors or inconsistencies and provide corrective actions.
  • Assist customers with account setup, updates, and changes, including managing billing information and payment methods.
  • Process refunds, adjustments, and billing corrections in accordance with T-Mobile's policies.
  • Handle payment transactions, including processing one-time payments, setting up recurring billing, and managing payment disputes.
  • Address issues related to failed payments, chargebacks, or payment declines and coordinate with relevant departments for resolution.
  • Provide clear and detailed explanations of charges, fees, and billing policies to customers.
  • Assist customers in understanding their billing statements and resolving any confusion.
  • Diagnose and resolve technical issues related to billing systems, online portals, or service features.
  • Provide solutions for issues such as system errors, login problems, and account access issues.
  • Utilize diagnostic tools and internal systems to address technical problems impacting billing and account management.
  • Guide customers through troubleshooting steps and provide technical support for billing-related issues.
  • Follow up with customers to ensure their billing and technical issues are fully resolved.
  • Interact with customers via phone, chat, email, or other communication channels to address billing and technical support inquiries.
  • Maintain a professional and empathetic demeanor, ensuring clear communication and a positive customer experience.
  • Assist customers with technical aspects of their accounts, including setting up online access, managing account settings, and navigating T-Mobile's support tools.
  • Document all customer interactions, billing issues, and technical support actions in the CRM or ticketing system.
  • Maintain accurate and detailed records of transactions, resolutions, and customer communications.

Health Care Customer Service Representative

Capgemini
12.2021 - 02.2023
  • Respond to customer inquiries via phone, email, or chat regarding healthcare services, benefits, and claims.
  • Provide accurate and detailed information about healthcare plans, eligibility, and coverage options.
  • Address and resolve customer complaints and concerns related to healthcare services, billing, and claims processing.
  • Investigate and resolve issues related to coverage disputes, claim denials, and service discrepancies.
  • Assist customers with managing their healthcare accounts, including updating personal information, selecting plans, and verifying eligibility.
  • Guide customers through the process of filing claims and navigating their benefits.
  • Accurately document customer interactions, inquiries, and resolutions in the CRM or case management system.
  • Maintain detailed and organized records of service requests, claims, and account changes.
  • Utilize internal systems and databases to access and update customer information, process claims, and track service requests.
  • Assist customers with navigating online portals and self-service tools for managing their healthcare accounts.
  • Provide empathetic and supportive assistance to customers, particularly in addressing sensitive healthcare issues.
  • Build and maintain positive relationships with customers through effective communication.

Customer Service Representative

Teleperformance
06.2019 - 12.2021
  • Respond to customer inquiries via phone, email, chat, or other communication channels.
  • Provide accurate and timely information regarding products, services, and company policies.
  • Address and resolve customer complaints, problems, and requests, ensuring high levels of satisfaction.
  • Troubleshoot and resolve technical issues, billing problems, or service disruptions effectively.
  • Guide customers through processes, such as placing orders, updating account information, and navigating online platforms.
  • Educate customers about product features, service options, and company policies.
  • Enter and update customer information, interactions, and case details into the customer management system.
  • Maintain detailed and accurate records of customer communications and transactions.
  • Document customer issues, resolutions, and feedback to track recurring problems and identify areas for improvement.
  • Process orders, returns, and exchanges according to company policies and procedures.
  • Handle payment processing and refunds as required.
  • Conduct follow-up communications to ensure customer issues are resolved satisfactorily.

Customer Service

Cigna
08.2017 - 05.2020
  • The claims representative is responsible for manually reviewing and processing medical, supplemental, and dental claims.
  • Independently research and navigate various documents and databases to accurately process claims, ensuring compliance and adherence to established guidelines.
  • Confirm the presence of necessary documents within submitted claims.
  • Reviewed and processed medical claims, demonstrating meticulous attention to detail and adherence to compliance guidelines.
  • Independently researched various documents and databases to ensure accurate claims processing, showcasing problem-solving abilities.
  • Navigated complex systems to confirm the presence of necessary documents, ensuring complete claim submissions.
  • Applied analytical skills to interpret claim requirements and documentation, resulting in accurate and timely claim resolutions.
  • Maintained up-to-date knowledge of industry guidelines and regulations to ensure compliance in claims processing.
  • Demonstrated proficiency in managing and prioritizing a high volume of claims, optimizing workflow efficiency.
  • Utilized strong written communication skills to document claim details and resolutions accurately.
  • Collaborated with team members to resolve complex claims issues, fostering a cooperative work environment.
  • Employed critical-thinking skills to identify discrepancies and errors in claims, reducing potential payment errors.
  • Consistently met or exceeded performance metrics for claims processing accuracy and efficiency.

Education

High School Diploma -

Jefferson Davis Highschool
Montgomery, AL
05-2020

Skills

  • Product troubleshooting
  • Remote support
  • Technical support
  • Technical troubleshooting
  • Account management
  • Account updating
  • Windows 10
  • Data entry
  • Microsoft windows and office

Accomplishments

  • Endorsements in software development and mobile applications.

Languages

English
Full Professional

Timeline

Health Care Customer Service Representative

Capgemini
12.2021 - 02.2023

Billing Technical Support Representative

Alorica
02.2020 - 09.2023

Customer Service Representative

Teleperformance
06.2019 - 12.2021

Customer Service

Cigna
08.2017 - 05.2020

High School Diploma -

Jefferson Davis Highschool

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Mar'Kovia Singleton