Rachel Dooley
Pearland,Texas
Summary
Talented Customer Service Agent/Past Operations Manager skilled at completing daily assignments and contributing to team success. Always willing to take on any task. Adapts quickly to new needs and policies. Expert Microsoft Office user. Reliable candidate ready to take on challenges using problem-solving and task prioritization skills to help team succeed. Currently holds an active security clearance.
Overview
6
6
years of professional experience
Work History
Claims Representative
Premera Blue Cross Of Washington
05.2023 - Current
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Answered constant flow of customer calls with minimal wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer call guidelines for service levels, handle time and productivity.
- Researched and analyzed complex claims to determine next steps and possible outcomes.
- Calculated adjustments, premiums and refunds.
- Billed 75-95 claims a day. Programs used (Artiva,Facets,Epic,Excel.)
Customer Service Agent
Great Lakes/Nelnet
01.2022 - 02.2023
- Follow Communication Scripts to properly handle various needs in a poised and professional manner
- Understands the importance of delivering the mission of a brand with each and every action that takes place involving customers
- Works to keep and increase customer satisfaction with every phone call
- Built trusting relationship with customers to better understand needs
- Provided customers with information to make educated decisions
- Anticipated needs and resolved problems to keep customers happy
- Maintained excellent call stats, using scripts and effective communication skills to control calls.
Customer Service Representative
ANTHEM Health Services
10.2020 - 12.2021
- Met customer call guidelines for service levels, handle time and productivity.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Communicated effectively with staff members of operations, finance and clinical departments.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Educated customers about billing, payment processing and support policies and procedures.
- Maximized claim efficiency by thoroughly reviewing and analyzing insurance claims.
- Billed 95-110 claims a day. Used programs such as (Epic, Artiva, Excel,and Facets)
Operations Manager
FedEx
01.2020 - 10.2020
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Ensured proper handling of sensitive materials during transport, adhering strictly to company guidelines.
Admissions Office Manager
Texas Southern University
01.2019 - 01.2020
- Created Tour Schedules for other tour ambassadors to give tours
- Organized supplies based on expected demands and specific department requirements
- Created tour times and schedules for people to visit our campus
- Set goals and deadlines for department
- Implemented planning and expense control strategies to consistently meet budget targets
- Fielded questions from staff, customers and vendors using phone and email
- Generated reports to inform leadership of profits, operations and other metrics.
Operations Manager
Forever 21
01.2018 - 01.2020
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
Education
Bachelor of Science - Public Affairs And Public Policy Analysis
Texas Southern University
Houston, TX05.2020
High School Diploma -
Mount Carmel Academy
Houston, TX06.2012
Skills
- Information verification
- Case management
- New teller training
- Microsoft Word
- Call control
- Investment product sales
Timeline
Claims Representative
Premera Blue Cross Of Washington
05.2023 - Current
Customer Service Agent
Great Lakes/Nelnet
01.2022 - 02.2023
Customer Service Representative
ANTHEM Health Services
10.2020 - 12.2021
Operations Manager
FedEx
01.2020 - 10.2020
Admissions Office Manager
Texas Southern University
01.2019 - 01.2020
Operations Manager
Forever 21
01.2018 - 01.2020
Bachelor of Science - Public Affairs And Public Policy Analysis
Texas Southern University
High School Diploma -
Mount Carmel Academy
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