Summary
Overview
Work History
Education
Skills
Timeline
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Melissa Dickerson

Fort Worth,TX

Summary

Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.

Overview

10
10
years of professional experience

Work History

Remote Traveling Specialist

Cxloyalty
Plano, TX
05.2020 - 01.2025
  • Maintained relationships with travel partners and vendors.
  • Coordinated travel arrangements, including flights, hotels, and car rentals, for diverse client base.
  • Stayed up to date on travel industry, policies and restrictions.
  • Processed credit and debit payments and handled confidential information with discretion.
  • Assisted customers in making changes to existing itineraries or canceling trips.
  • Reviewed team sales, itineraries and packages to verify compliance with travel regulations and internal policies.
  • Advised clients on foreign currency exchange rate fluctuations when booking international trips.
  • Negotiated competitive rates with travel suppliers to ensure the best deals for clients.
  • Researched hotels and airfare options to best meet client needs and expectations.
  • Stayed informed of emerging travel trends and technologies to enhance service delivery.
  • Monitored changes in travel reservations and informed clients of any updates or adjustments.
  • Sustained operational efficiencies, coordinating domestic/international customer travel accommodations while managing airfare, hotel bookings, and rental car reservations.
  • Collected payment for transportation and accommodations from customers.
  • Communicated travel policies to clients and collaborated with preferred vendors to maximize company profit.
  • Use CXLoyalty Points toward their travel.
  • Use tools like CRM tools such as Salesforce, Sabre, Travelport, Oracle, Microsoft Teams, and Citrix.
  • Build a rapport, and show empathy and patience towards the customers.

Healthcare Customer Service Representative

Ttec (TeleTech) - HealthCare Solutions
Ennis, TX
08.2014 - 04.2020
  • Enhanced workplace productivity through effective teamwork and collaboration.
  • Promoted customer satisfaction by resolving issues with knowledgeable service.
  • Contributed innovative solutions to improve team performance and outcomes.
  • Demonstrated strong problem-solving skills to resolve issues efficiently.
  • Safely operated various machinery and tools to maintain operational efficiency.
  • Managed customer inquiries via phone, email, and social media channels.
  • Strengthened customer retention by providing discount options and tailored solutions.
  • Updated patient files and processed insurance verifications to ensure coverage compliance.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Obtained necessary signatures for privacy laws and consent for treatment.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
  • Prepared daily reports on registration activities, highlighting areas for improvement.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Monitored customer satisfaction levels through surveys and feedback forms.
  • Verified patient demographic information in order to ensure accuracy of data entry.
  • Explained various admission forms and policies, acquiring signatures for consent.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Generated monthly performance metrics reports based on customer feedback survey results.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Collected payments from patients and entered them into the billing system accurately.
  • Utilized hospital systems to update patient records, ensuring accuracy and completeness.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Adhered to HIPAA regulations when handling confidential patient information.
  • Collaborated with insurance companies to resolve billing discrepancies and pre-certification issues.
  • Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
  • Handled high volume of incoming calls, providing exceptional customer service to patients and families.
  • Ensured that proper follow up was completed after each interaction with a customer.
  • Assisted in checking patient's insurance eligibility prior to their appointment.
  • Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
  • Contributed to team meetings, sharing insights and strategies for improving patient access services.

Education

Graduate Certificate - Medical Insurance Billing And Coding

Everest College
Dallas
11-2009

High School Diploma -

Desoto High School
DeSoto, TX
05-2005

Skills

  • Travel coordination
  • Vendor negotiation
  • Customer relationship management
  • Payment processing
  • Regulatory compliance
  • Travel trend analysis
  • CRM software
  • Itinerary management
  • Problem solving
  • Customer service
  • Team collaboration
  • Effective communication
  • Confidential information handling
  • Time management
  • Attention to detail
  • Data analysis
  • Problem-solving abilities
  • Adaptability and flexibility

Timeline

Remote Traveling Specialist

Cxloyalty
05.2020 - 01.2025

Healthcare Customer Service Representative

Ttec (TeleTech) - HealthCare Solutions
08.2014 - 04.2020

Graduate Certificate - Medical Insurance Billing And Coding

Everest College

High School Diploma -

Desoto High School

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