Quantravia Laflam
Winter Haven
Summary
Customer service professional eager to leverage strong communication and interpersonal skills in a dynamic environment. Committed to delivering exceptional service and building positive relationships with clients, while continuously seeking opportunities for personal and professional growth. Enthusiastic about contributing to team success and enhancing customer satisfaction.
Overview
6
6
years of professional experience
Work History
Patient Support Specialist
Kelly Services
Lakeland
09.2024 - 04.2025
- Escorted patients between exam rooms or other areas within the facility.
- Communicated effectively with members of the multidisciplinary healthcare team regarding changes in a patient's condition or status.
- Facilitated communications between office staff, physicians, nurses, payers, vendors.
- Verified patient insurance coverage and eligibility for services.
- Maintained accurate records of all patient interactions and activities.
- Coordinated referrals from primary care providers to specialists.
Retention Specialist
Spectrum
Auburndale
06.2021 - 09.2024
- Performed regular follow-up calls with customers to ensure their satisfaction with products and services.
- Assisted in the development of strategies aimed at improving long-term customer loyalty.
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Resolved escalated issues from customers in a timely manner.
CLAIMS REPRESENTATIVE
BB&T Bank
Lakeland
03.2019 - 05.2021
- Managed claims processing for over 100 cases monthly, ensuring compliance with industry regulations and achieving a 95% customer satisfaction rate.
- Analyzed claim data trends to identify discrepancies, leading to a 30% reduction in processing errors and improving overall operational efficiency.
- Coordinated with legal teams and clients to resolve complex claims, fostering transparent communication and expediting claim resolutions.
- Embraced opportunities for professional growth by actively participating in training sessions, enhancing my knowledge of claims policies and procedures.
- Maintained meticulous records of claims documentation, ensuring accuracy and completeness, which contributed to a significant improvement in audit outcomes.
- Conducted in-depth analyses of claims data, uncovering patterns that led to strategic adjustments and a notable reduction in fraud incidents.
- Fostered a positive team environment by mentoring new hires, ensuring they quickly acclimated to company standards and improved overall team efficiency.
- Demonstrated a strong desire to learn and grow, consistently seeking new challenges and opportunities to contribute to team success.
- Enhanced customer satisfaction by implementing feedback mechanisms, resulting in significant improvements in service quality and response times.
- Coordinated with cross-functional teams to address customer concerns effectively, fostering a culture of teamwork that elevated service standards.
Education
High School Diploma -
Lake Wales Senior High School
Lake Wales, FL05-2014
Skills
- Data Analysis
- Fraud Detection
- Customer Retention
- Team Collaboration
- Conflict Resolution
- Problem Solving
- Time Management
- Negotiation Skills
- Sales Techniques
- Customer Engagement
- Attention to Detail
- Adaptability
- Training Development
- Relationship Building
- Performance Metrics
- Quality Assurance
- Critical Thinking
- Risk Management
- Networking
- Strategic Planning
- Digital Literacy
- Sales Strategy
Timeline
Patient Support Specialist
Kelly Services
09.2024 - 04.2025
Retention Specialist
Spectrum
06.2021 - 09.2024
CLAIMS REPRESENTATIVE
BB&T Bank
03.2019 - 05.2021
High School Diploma -
Lake Wales Senior High School