MaSha Watson
Memphis,Tennessee
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Knowledgeable and dedicated customer service professional with extensive experience in healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Sagility Health
10.2024 - Current
- Handle escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Utilizing Facets
- CPT Codes
- Utilizing Excel
- Utilizing Shield Advisor
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Investigated and resolved accounting, service and delivery concerns.
- Address patient concerns and resolved issues in a timely manner.
- Educate patients on available resources and support services.
- Call providers and assisted with patient registration and help verify necessary information.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Reading KB articles to better assist members concerns
Customer Service Representative
Automated Health Systems
10.2023 - 08.2024
- Made a high volume of outbound calls to patients (90-100+ per day)
- Informed patients of client services and programs (benefits, home care management visits, telehealth meetings, physician office visits, etc.)
- Submitted applications for healthcare benefits (Medicare and Medicaid)
- Gathered information regarding existing patients in three different systems
- Made outbound calls to healthcare providers
- Confirming patients personal information cases before providing information
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Updating information on patients cases such as name, phone number, new address, new born baby's etc.
- Sending out notices to patients
- Checking if all proper documentation was submitted that the state required to determine eligibility
Tier 1 Technical Support
AppleOne
02.2022 - 01.2023
- Resolved client concerns by taking ownership of their problems, actively listening, being empathetic, and utilizing personal knowledge and databases
- Worked closely with Apple and iOS/Android users to provide solutions to operations issues via phone, email, live chat, and web teleconference
- Multi-tasked by searching data bases, conversing with team leads and other departments, and taking notes all while providing world-class phone service to clients
- Set up workstations for employees by configuring hardware, devices, and software
Customer Service Representative
Ansafone Contact Centers
12.2019 - 02.2022
- Listened to the questions and concerns of customers in order to provide answers or responses
- Met and exceeded performance goals by approaching all interactions with an organized and relationship-driven approach
- Assistances member over the phone to input daily essentials for them following a catalog that was provided by their health plan.
- Solve issues by contacting local stores if there were any issues with a patients order to get it resolved
- Made recommendations for potential products or services by gathering customer information and analyzing customer needs
- Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy
- Kept customers happy by implementing forward-thinking strategies that focused on meeting their needs and resolving their concerns
Sales Representative
HH Gregg Distribution
01.2016 - 12.2019
- Improved operational efficiencies by developing customer service protocols and standards
- Increased sales by making recommendations to promote the effectiveness of the brand and the benefits of the product
- Built long-term relationships with clients so that I could accurately quote pricing and terms that met the needs of the customer
- Contacted new and existing customers to discuss how their needs could be met through specific products and services
- Kept track of all sales
- Devised and implemented revenue-boosting sales strategies
Education
High School -
Whitehaven High School
Memphis, TN05.2013
Skills
- Communication skills
- Data Entry
- Microsoft office
- Microsoft excel
- Scheduling appointments
- Customer service
- Computer skills
- Microsoft word
- Hospitality
- Proficient Typing
- Analysis skills
- Writing skills
- Account management
- Process Improvement
- Desktop Support
- Mac systems
- Software diagnosis
- Technical document comprehension
- Payment Processing
- Staff education and training
Timeline
Customer Service Representative
Sagility Health
10.2024 - Current
Customer Service Representative
Automated Health Systems
10.2023 - 08.2024
Tier 1 Technical Support
AppleOne
02.2022 - 01.2023
Customer Service Representative
Ansafone Contact Centers
12.2019 - 02.2022
Sales Representative
HH Gregg Distribution
01.2016 - 12.2019
High School -
Whitehaven High School
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