Marlena Durrah
Austell,Georgia
Summary
Dynamic professional with a proven track record at Kaiser Permanente, excelling in customer satisfaction and problem-solving. Expertise in Microsoft Office and complaint resolution has led to significant enhancements in service delivery. Demonstrated skills in training new agents and managing complex customer relations with a confident, professional demeanor. Aiming to leverage these strengths to drive continued improvements in customer experience.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Kaiser Permanente
07.2022 - Current
- Enhanced customer satisfaction by resolving inquiries and providing accurate information.
- Support members in utilizing the KP plan and services, fostering collaborative relationships.
- Delivers exceptional customer service in line with the organizational philosophy.
- Manage member inquiries related to core services, facilities, web support, and claims.
- Handles grievances and appeals, ensuring timely resolution and customer satisfaction.
- Reprocesses claims efficiently.
- Explain the detailed appeal processes, enhancing customer understanding and compliance.
- Track and document inbound support requests and ensure proper notation of customer problems and issues.
- Knowledge and utilization of patient registration systems.
- Calculate deductibles, out-of-pocket costs, and copays.
- Maintain confidentiality of patient data and medical records in compliance with HIPAA regulations.
- Provided peer training and shared expertise on daily operations.
- Interact with customers to troubleshoot and resolve customer issues.
Front Desk Agent
Delta Marriott
11.2019 - 03.2020
- Managed guest check-ins and check-outs, ensuring smooth operations, and high guest quality.
- Balanced daily revenue for the hotel, banquet hall, and restaurant, maintaining financial accuracy and accountability.
- Greeted guests warmly, gave great customer service, and fostered repeat business.
- Streamlined occupancy by effectively registering clients and allocating rooms for maximum comfort.
- Maintained a clean lobby, contributing to a welcoming environment and positive first impression.
- Assisted guests with common services or general questions.
Administrative Assistant
H.D. Travel and Tours
06.2015 - 08.2018
- Provided administrative support to the manager.
- Conducted verification of customer personal and account data.
- Consolidated data from various systems when account details were missing.
- Executed administrative responsibilities like photocopy services, fax transmissions, mail handling, and file management.
- Assisted management with project-specific tasks.
- Provided detailed information on various destinations, attractions and activities to clients.
Education
High School Diploma -
Washington Park High School
Racine, WI06-2011
Some College (No Degree) - Business Management
Gateway Technical College
Racine, WISkills
- Complaint resolution
- Account updating
- Proofreading
- New agent training
- Problem-solving
- Professional telephone demeanor
- Customer relations
- Critical thinking
- Microsoft Office
- Money handling
Timeline
Customer Service Representative
Kaiser Permanente
07.2022 - Current
Front Desk Agent
Delta Marriott
11.2019 - 03.2020
Administrative Assistant
H.D. Travel and Tours
06.2015 - 08.2018
High School Diploma -
Washington Park High School
Some College (No Degree) - Business Management
Gateway Technical College
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