Patricia Tate
Leander,TX
Summary
Results-driven Customer Service Representative experience providing exceptional customer service and support to clients. Managed 100 inbound and outbound calls daily, providing exceptional customer support and resolving inquiries efficiently. Skilled in handling inquiries, resolving issues efficiently, and ensuring customer satisfaction. Adept at multitasking in fast-paced environments while maintaining a positive and professional demeanor.
Proficient in CRM software, conflict resolution, and effective communication.
Proficient with Client Communication, High-volume call environment, and MS Excel.
Overview
19
19
years of professional experience
Work History
Customer Support and Accounting Specialist
Texas Department of Health and Human Services Commission
03.2023 - 01.2024
- Input financial data and produced reports using Capps Financial database.
- Supported month-end closing process by preparing journal entries, account reconciliations, and variance analysis reports.
- Assisted auditors during annual audits, providing necessary documentation and addressing inquiries promptly.
- Increased efficiency in accounts payable and receivable management, reducing processing time and minimizing errors.
- Coached, trained, and delegated tasks to 2 team members to meet specific department goals.
- Improved financial accuracy by performing detailed account reconciliations and resolving discrepancies.
- Implemented process improvements that reduced manual tasks for the accounting team, freeing up time for higher-value activities.
Ticket/Gate Agent
Delta Air Lines, Inc
07.2021 - 06.2022
- Managed passenger check-in by verifying customers' travel documentation.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Processed upgrades and standby requests, maximizing revenue opportunities for the airline while accommodating passenger needs.
- Demonstrated strong knowledge of airline policies and procedures to ensure seamless gate operations.
- Assisted customers with seat availability, gate announcements and flight status to increase boarding efficiency.
- Assisted passengers with special needs, ensuring a comfortable and hassle-free travel experience.
- Streamlined gate operations for timely departures and minimized delays.
- Resolved passenger issues promptly and professionally, maintaining a high level of customer satisfaction.
- Utilized company software efficiently for ticketing transactions, processing payments securely while maintaining accurate records.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
- Followed 100% of FAA regulations and requirements and airline policies and procedures
- Sold last-minute tickets, upselling 15% of seat upgrades and travel insurance
- Tag baggage and occasionally lift bags or items weighing up to 70 pounds.
- Arrange for wheelchairs and assist unaccompanied minors
- Direct passengers to connecting gates
- Operate jet bridge, secure aircraft doors before takeoff, and close out flight data.
- Practices safety-conscious behaviors in all operational processes and procedures.
Customer Service Billing Representative
Quest Diagnostics
09.2010 - 01.2021
- Handled a high-volume call center environment, (90+ calls day) ensuring prompt and accurate responses to customer inquiries.
- Provided product/service information, resolved complaints, and escalated complex issues as needed.
- Delivered empathetic and effective communication to enhance customer experience and retention.
- Review customer billing invoices for accuracy.
- Collect insurance copayments, coinsurance, and deductibles payments.
- Verify payments and adjustments are appropriately applied to patients’ accounts based on third-party insurance contracts.
- Determine patient eligibility for financial hardship, and collections.
- Process indigent applications and adjust billing invoices by indigent schedule.
- Handle customers’ complaints and resolve complex billing issues.
- Reviewed and solved account and billing discrepancies.
- Trained new hires on company-specific billing software, policies, and procedures, promoting team cohesion and productivity.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked effectively with medical payers such as Medicare, Medicaid, and commercial insurances to obtain timely and accurate payments.
Customer Service Representative Agent
Blue Cross Blue Shield of Georgia
07.2005 - 08.2010
- Maintained a high first-call (90-100 Calls/ day) resolution rate by thoroughly assessing customer needs and providing accurate solutions.
- Answered clients telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Met or exceeded daily and monthly performance targets, including call quality and customer retention goals.
- Act as a Liaison for healthcare providers and HMO products by supplying information regarding billing matters, pre-authorization, credentialing, or new providers and affiliates.
- Verify that payments and adjustments are appropriately applied to patients’ accounts according to government, contract, or other regulations.
- Provide customer-friendly service by educating customers with enrollment, benefits, products, claims, and billing information.
- Extensive knowledge of Managed Care including Medicare and Medicaid, Cobra, Point of Service, PPO, and HMO products.
Education
Bachelor of Science - Health Administration
University of Phoenix
Phoenix, AZ08-2010
Skills
- Attention to Detail
- Time Management
- Strong Communication and Interpersonal skills
- Strong Problem-solving
- Conflict Resolution
- Collaboration
- Self-motivated
- Multitask
- Work well under pressure
- Team oriented
- Training and Development
- Technical
- Detailed knowledge of Third-party Insurance Websites and Billing Database
- Electronic Health Records
- People Soft Self Service
- Microsoft Office Applications
- CMS
- SQL Server
- QBS
- CSR Web
- HCFA Database
- 10-Key Keyboard
- Fax/Copier machine
Languages
American Sign Language
Professional Working
Timeline
Customer Support and Accounting Specialist
Texas Department of Health and Human Services Commission
03.2023 - 01.2024
Ticket/Gate Agent
Delta Air Lines, Inc
07.2021 - 06.2022
Customer Service Billing Representative
Quest Diagnostics
09.2010 - 01.2021
Customer Service Representative Agent
Blue Cross Blue Shield of Georgia
07.2005 - 08.2010
Bachelor of Science - Health Administration
University of Phoenix
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