Summary
Overview
Work History
Education
Skills
Certification
Timeline
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MAUREEN HENDERSON

MAUREEN HENDERSON

Newport News,VA

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Specialist

ABC Legal
08.2022 - 12.2022
  • Respond to customer support tickets, including answering questions and resolving issues related to existing orders
  • Manage high-volume phone calls to assist customers with existing orders and assist new customers with how to place new orders online
  • Respond to emails and address customer concerns, internal department queries relating to orders or payment on orders, and process servers in the field
  • Document issues in Skye
  • Visit court dockets for information on case filing and occasionally pull filed papers
  • Perform other job-related duties as assigned
  • High Volume Data Entry

Customer Service Representative II

WPS Health Solutions
06.2022 - 08.2022
  • Answered inbound calls and responded to telephone, and written inquiries regarding the status of claims, benefits, coordination of benefits, third-party liability, and eligibility
  • Utilize the pharmacy benefits system to respond to inquiries related to pharmacy coverage and update approved authorizations
  • Have close attention to detail and can assist with collecting customer data to update and enhance product offerings for quality purposes
  • Educate members and providers regarding health plan policies and procedures and provide support on benefits, claims, pre-authorization, and provider verifications
  • Worked closely with physicians relating to authorizations and claims issues
  • Handled a high volume of data entry and research of claims and benefits.

Team Lead

F.H. Cann And Associates, Inc
05.2020 - 06.2022
  • Assisted my Team with information about billing procedures, processed payments, and provided payment option(s)
  • Applied product, industry, and market knowledge to develop customized recommendations for my team’s goal with a 37.1% ROI
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Mentored a team of 60+ customer service leaders to maximize quality in all support areas.

Education

Paralegal Certification: Paralegal Studies - Paralegal

U.S. Career Institute
Fort Collins, CO
06.2023

Bachelor of Science - Business Administration And Management

California State University
Fresno, CA
05.2010

Skills

  • CRM Software, Knowledge Database & Research
  • Workflow Optimization
  • Motivational Leadership
  • Ability to multi-task and Prioritize
  • Efficient and Detail-Oriented
  • Calm and Professional Under Pressure
  • Legal Knowledge & Documents
  • Customer Relations
  • Performance Management
  • 80 WPM
  • Courteous with Strong Service Mindset
  • Proficient written communication skills
  • Quality Assurance
  • De-Escalation & Conflict Management

Certification

  • CNP - Certified Notary Public

Timeline

Specialist

ABC Legal
08.2022 - 12.2022

Customer Service Representative II

WPS Health Solutions
06.2022 - 08.2022

Team Lead

F.H. Cann And Associates, Inc
05.2020 - 06.2022

Paralegal Certification: Paralegal Studies - Paralegal

U.S. Career Institute

Bachelor of Science - Business Administration And Management

California State University

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MAUREEN HENDERSON