Ramona Lockett
Columbus,GA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
22
22
years of professional experience
Work History
Medical Receptionist
Emmanuel Wilkes, MD, P.C.
Columbus, GA
09.2018 - Current
- Completed skilled administrative work to support all office staff and operational requirements
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing
- Organized paperwork such as charts and reports for office and patient needs
- Managed office logistics by scheduling appointments, maintaining files and collecting payments
- Promptly answered multi-line phone system and greeted callers enthusiastically
- Adhered to strict HIPAA guidelines at all times to protect patient privacy
- Coordinated front office duties, including customer service, patient scheduling and billing
Call Center Customer Service Specialist
Anthem
Columbus , Georgia
07.2013 - 05.2018
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Coordinated timely responses to online customer communication and researched complex issues
- Compiled customer feedback and recommended service delivery improvements to management
- Defused customer concerns with exceptional conflict and problem resolution skills
- Entered customer data into company databases, including demographics and preferences
- Provided primary customer support to internal and external customers in fast-paced environment
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Resolved customer complaints and addressed emergency requests and needs
Customer Service Representative
Kelly Services
Columbus , GA
07.2012 - 07.2013
- Responded to customer requests for products, services and company information
- Consulted with outside parties to resolve discrepancies and create effective solutions
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
- Answered customer telephone calls promptly and in appropriate manner
Customer Service Specialist III
Aflac
Columbus, GA
10.2001 - 05.2011
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success
- Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
- Verified accuracy of customer account information and updated when necessary
- Requested escalation for unresolved issues
- Took payment information and other pertinent information such as addresses and phone numbers to place orders
- Assisted in training new employees and participated in cross-training with other departments
- Provided primary customer support to internal and external customers in fast-paced environment
- Read, analyzed and interpreted complex procedures and regulations while drafting general correspondence to facilitate administrative processes
- Handled day-to-day customer contact via phones, faxes and emails
Education
High School Diploma -
Carver High School
Columbus, GASome College (No Degree) - Health Information Technology
DeVry University
Downers Grove, ILSkills
- Training development aptitude
- Inbound and outbound calling
- Medical terminology knowledge
- POS systems expert
- Quality assurance
- Complaint resolution
- Cross-functional team collaboration
- Professional telephone demeanor
- Interpersonal communication
- Multi-line phone talent
- Customer service
- Service standard compliance
- Computer proficient
- Patient scheduling
- Insurance verification
- Medical office administration
- Patient privacy
- EMR / EHR
- Electronic Medical Records
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Medical Receptionist
Emmanuel Wilkes, MD, P.C.
09.2018 - Current
Call Center Customer Service Specialist
Anthem
07.2013 - 05.2018
Customer Service Representative
Kelly Services
07.2012 - 07.2013
Customer Service Specialist III
Aflac
10.2001 - 05.2011
High School Diploma -
Carver High School
Some College (No Degree) - Health Information Technology
DeVry University
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