Quanda Gibson
Customer service
Tampa,FL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
18
18
years of professional experience
Work History
Contact Center Agent
Epiq Contact Center
Tampa, FL
12.2023 - 03.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted customers by answering questions and responding to inquiries.
- Improved customer satisfaction by efficiently addressing and resolving inquiries, complaints, and concerns.
- Demonstrated exceptional multitasking abilities by navigating multiple systems simultaneously during calls to provide accurate information to customers quickly.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
Centene - Billing Operation Specialist
Centene
08.2006 - 09.2022
- Collaborate with internal team and external client to research and resolve any disputes or discrepancies in billed amounts and/or payment transactions.
- Maintained database systems to track and analyze operational data.
- Researched and resolved billing inconsistencies and errors through individual and collaborative analysis.
- Answered customer invoice questions and resolved issues discovered during invoicing and collection process.
- Analyzed data trends to identify opportunities for improvement in operational performance metrics.
Provider Data Management Analyst
Centene
08.2006 - 09.2022
- Validated results and performed quality assurance to assess accuracy of data.
- Identified and resolved problems through root cause analysis and research.
- Evaluated customer needs and feedback to drive product and service improvements.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Configuration Data Specialist
WellCare Health Plans Inc.
08.2006 - 09.2022
- Maintained current working knowledge of CPT and ICD-10 coding principles, government regulation, protocols and third-party billing requirements.
- Assisted in meeting regulatory requirements by ensuring proper documentation and adherence to data governance policies.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Consistently met deadlines and delivered high-quality work, demonstrating a strong commitment to excellence in data management.
- Coded and processed applications into required electronic formats.
Care Coordinator
WellCare Health Plans Inc.
08.2006 - 09.2022
- Managed patient caseloads effectively, ensuring timely follow-up and appropriate interventions.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Created customized care plans, working with hospital staff and families to assess and meet individual needs.
Member Engagement Specialist
WellCare Health Plans Inc.
08.2006 - 09.2022
- Analyzed member feedback, implementing improvements based on their suggestions and needs.
- Improved member retention rates through proactive communication and relationship-building strategies.
- Served as a knowledgeable resource for members seeking information about benefits, services, or opportunities within the organization.
Intake Coordinator
WellCare Health Plans Inc.
08.2006 - 09.2022
- Received inbound calls to obtain clinical information from providers to create authorizations and referrals.
- Managed high-volume caseloads efficiently while maintaining strong attention to detail throughout each case''s progression.
- Provided excellent customer service to patients, family members, and healthcare providers during the intake process.
Education
Associate of Science -
Hillsborough Community College
Tampa, FL05.2025
Skills
- Data Entry and 10-Key
- Computer Skills
- Microsoft Office
- Data Management
- Customer Documentation Review
- Teamwork and Collaboration
- Computer Reservation Software
- Complaint resolution
- Call Center Operations
- Escalation management
- Customer Service
- Multitasking and Prioritization
- Customer Data Confidentiality
- Efficient and Detail-Oriented
- Customer Account Management
- Billing Inquiries
- Inbound Customer Service
- Computer Proficiency
- Problem-solving skills
- Verbal and written communication
- Customer Support
- Payment Processing
- Quality Assurance
- Performance Improvement
- Problem Resolution
- Relationship Building
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Contact Center Agent
Epiq Contact Center
12.2023 - 03.2024
Centene - Billing Operation Specialist
Centene
08.2006 - 09.2022
Provider Data Management Analyst
Centene
08.2006 - 09.2022
Configuration Data Specialist
WellCare Health Plans Inc.
08.2006 - 09.2022
Care Coordinator
WellCare Health Plans Inc.
08.2006 - 09.2022
Member Engagement Specialist
WellCare Health Plans Inc.
08.2006 - 09.2022
Intake Coordinator
WellCare Health Plans Inc.
08.2006 - 09.2022
Associate of Science -
Hillsborough Community College
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