Nadina VanHorn
Birmingham,AL
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
8
8
years of professional experience
Work History
Member Services Coordinator
Curative Insurance
Remote
01.2024 - Current
- Provided guidance to customers regarding available insurance plans and their benefits and limitations.
- Reviewed prior authorization requests to ensure accuracy and completeness of required information.
- Analyzed claim records, policy provisions, and other relevant documents to determine validity of claims.
- Maintained high levels of professionalism while interacting with customers via phone or email.
Customer Service Representative (student loan counselor)
MOHELA
Remote
06.2022 - 11.2023
- Accessing over 60 customer accounts, resolved service problems, document every customer call, finalizes policy adjustments, resolved customer complaints.
- Provided customers with detailed information about their account, and assisted customers with a warm and professional attitude.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
Office Manager
HHS Environmental Services, LLC
On-Site
11.2019 - 03.2022
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Evaluated more than 100 employee performance and conveyed constructive feedback to improve skills.
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
Receptionist
Advanced Veterinary Care Of Vestavia
Birmingham
11.2016 - 11.2019
- Fielded phone calls from pet owners, answered questions and took messages for veterinarians.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Managed multi-line phone system and pleasantly greeted patients.
Education
CERTIFIED MEDICAL ADMINISTRATION -
JEREMIAHS HOPE ACADEMY
Birmingham, AL04.2010
GED -
Jefferson State Community College
Birmingham, AL11.2009
Skills
- Medical Terminology
- Clerical Support
- HIPAA
- Office Management
- Customer Relations
- Multi-Line Phone Systems
- Effective Written and Verbal Communication
- Call Documentation
- De-Escalation Techniques
- Customer Service
- Understanding Customer Needs
- Computer Skills
Timeline
Member Services Coordinator
Curative Insurance
01.2024 - Current
Customer Service Representative (student loan counselor)
MOHELA
06.2022 - 11.2023
Office Manager
HHS Environmental Services, LLC
11.2019 - 03.2022
Receptionist
Advanced Veterinary Care Of Vestavia
11.2016 - 11.2019
CERTIFIED MEDICAL ADMINISTRATION -
JEREMIAHS HOPE ACADEMY
GED -
Jefferson State Community College
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