Summary
Overview
Work History
Education
Skills
Activities
Training
Section name
Timeline
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Ra'Necia Thomas

Houston,Texas

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

12
12
years of professional experience

Work History

Customer Service Advocate

Centene
09.2022 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Completed opening and closing functions to meet operational needs.
  • Maintained and managed customer files and databases.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Updated account information to maintain customer records.
  • Tracked customer service cases and updated service software with customer information.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Sought ways to improve processes and services provided.
  • Cross-trained and provided backup support for organizational leadership.

Call Center Representative

Texas Children’s Hospital
06.2021 - 03.2022
  • Provide first call resolution; working with appropriate internal/external resources, completing necessary follow-up, and ensuring closure of the inquiry
  • Work with other departments on cross functional tasks and projects
  • Provide assistance to members and/or providers regarding website registration and navigation
  • Process written customer correspondence and provide the appropriate level of follow-up in a timely manner
  • Verified insurance and scheduled appointments
  • Called Members and try to inform them of vaccinations that need done
  • Registered members for covid vaccine and wrote school notes.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Responded to customer calls and emails to answer questions about products and services.

Call Center Representative

Barnes Jewish Hospital
02.2020 - 04.2021
  • Made customers top priority and employed active listening skills to understand needs and deliver first-rate service
  • Process written customer correspondence and provide the appropriate level of follow-up in a timely manner
  • Provide assistance to members and/or providers regarding website registration and navigation
  • Provide first call resolution; working with appropriate internal/external resources, completing necessary follow-up, and ensuring closure of the inquiry
  • Completed up to 30 outgoing calls per day according to assigned call list
  • Documented calls and caller information in Avamark software
  • Resolved escalated customer issues quickly to drive client retention
  • Used prescribed call lists to place up to 30 calls per day in fast-paced environments
  • Delivered customer support to numerous callers.
  • Responded to customer calls and emails to answer questions about products and services.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.

Front Desk Associate

Betty Jean Kerr People’s Clinic
02.2019 - 02.2020
  • Pleasantly welcomed parents to the office and provided them with a clipboard for sign-in purposes
  • Process written customer correspondence and provide the appropriate level of follow-up in a timely manner
  • Provide first call resolution; working with appropriate internal/external resources, completing necessary follow-up, and ensuring closure of the inquiry
  • Process financial transactions for clients
  • Aid members and/or providers regarding website registration and navigation
  • Answered phones and performed clerical office functions
  • Worked in a professional and respectful manner to handle all client and public guest requirements
  • Set up appointments for checkups and scheduled veterinary consultations and surgical visits for approximately 40-50 children per day
  • Work with other departments on cross functional tasks and projects
  • Verified documents and associated records to catch and resolve discrepancies
  • Reviewed records from daily visits and appointments, entering all important data into the system
  • Fulfilled customer inquiries completely and efficiently using problem-solving skills and communication with staff
  • Promoted welcoming environment while managing receptionist area and fielding requests for information
  • Help Parents apply for medicaid for the uninsured children and process the forms.
  • Maintained cleanliness and organization of front desk area.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.

Lead Call Center Representative

Missouri Baptist Medical Center
05.2017 - 07.2018
  • Made customers top priority and employed active listening skills to understand needs and deliver first-rate service
  • Process written customer correspondence and provide the appropriate level of follow-up in a timely manner
  • Aid members and/or providers regarding website registration and navigation
  • Provide first call resolution; working with appropriate internal/external resources, completing necessary follow-up, and ensuring closure of the inquiry
  • Handled emergency codes by paging correct medical teams to designated areas
  • Send out pages to staff when natural disasters occur
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Responded to customer calls and emails to answer questions about products and services.
  • Trained new personnel regarding company operations, policies and services.
  • Increased efficiency and team productivity by promoting operational best practices.

Veterinary Receptionist

Webster Groves Animal Hospital & Urgent Care Center
01.2018 - 06.2018
  • Pleasantly welcomed pet parents to the office and provided them with a clipboard for sign-in purposes
  • Process written customer correspondence and provide the appropriate level of follow-up in a timely manner
  • Provide first call resolution; working with appropriate internal/external resources, completing necessary follow-up, and ensuring closure of the inquiry
  • Process financial transactions for clients
  • Aid members and/or providers regarding website registration and navigation
  • Answered phones and performed clerical office functions
  • Worked in a professional and respectful manner to handle all client and public guest requirements
  • Set up appointments for checkups and scheduled veterinary consultations and surgical visits for approximately 25 animals per day
  • Work with other departments on cross functional tasks and projects
  • Verified documents and associated records to catch and resolve discrepancies
  • Reviewed pet records from daily visits and appointments, entering all important data into the system
  • Fulfilled customer inquiries completely and efficiently using problem-solving skills and communication with staff
  • Promoted welcoming environment while managing receptionist area and fielding requests for information.
  • Managed multi-line phone system and pleasantly greeted patients.

Call Center Representative

GC Services
11.2015 - 02.2017
  • Recruited and retained retail talent for the company
  • Confirmed that appropriate changes were made to resolve customers’ problems
  • Aid members and/or providers regarding website registration and navigation
  • Educated customers on product and service offerings
  • Work with other departments on cross functional tasks and projects
  • Built and maintained effective relationships with peers and upper management
  • Process all sales transactions accurately and in a timely fashion
  • Exercises sound judgement in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction
  • Communicated information to customers about product quality, value and style
  • Provide first call resolution; working with appropriate internal/external resources, completing necessary follow-up, and ensuring closure of the inquiry.
  • Responded to customer calls and emails to answer questions about products and services.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.

Prep Cook

NHC National Healthcare
10.2013 - 09.2014
  • Offered support to other stations during high-volume shifts or as needed
  • Made all meals in accordance with company standards and requirements
  • Presented completed orders to servers in an efficient manner
  • Identified machine malfunctions, leading to cost-saving repairs
  • Adhered to all regulatory standards regarding safe and sanitary food prep
  • Maintained a clean and orderly appearance throughout the kitchen
  • Oversaw and completed kitchen tasks and preparation for opening and closing shifts
  • Offered suggestions for improved training procedures, leading to an increase in employee retention
  • Welcomed guests with personable attitude and smile, offering to bring beverage orders while reviewing menu options.
  • Maintained clean, hygienic kitchen workspace by sweeping, mopping, and taking out trash.
  • Washed, peeled, and cut fruits and vegetables in advance to save time on food preparation.
  • Trained and assisted new kitchen staff members.
  • Controlled food cost and waste by selecting and using correct ingredients and amounts.

Lead Cashier/Sales Associate

Petsmart
06.2012 - 08.2014
  • Worked effectively with fellow team members in fast-paced dangerous and intense environments
  • Provided onsite training
  • Delivered an exceptional level of service to each customer by listening to concerns and answering questions
  • Interacted professionally with customers, peers and sales associates, which helped develop articulate communication and active listening skills
  • Adhered to all safety procedures and protocols when using equipment and moving hazardous chemicals to prevent mishaps and accidents.
  • Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
  • Processed payments effectively and accurately handled cash, credit, debit and personal check transactions.

Education

BS - Social Work

Harris Stowe State University
Saint Louis, Mo
05.2026

Skills

  • Exceptional organizational skills
  • Reliable
  • High-energy attitude
  • Adaptive team player
  • Active listening
  • Inbound and outbound calling
  • Problem-solving abilities
  • Customer service

Activities

40 Corners, May 2007, Present, A street theater group that creates performances that uplift young people and to bring hope to areas in Missouri that need it the most. We sing, dance, create skits, and also create poetry.

Training

EKG Administration Laboratory & CLIA-Waived Tests Phlebotomy & Specimen Handling Medications & Pharmacology Patient & Exam Room Preparation Charting & Medical Histories HIPAA & Patient's Rights Standard Precautions & Safety Medical Terminology Anatomy & Physiology Injections & Wound Dressing Professionalism & Office Tasks

Section name

  • Member, 40corners young advocates for peace, love and justice
  • Volunteered with Cerebral Palsy children for 5 years
  • Feed the homeless every first Sunday


Timeline

Customer Service Advocate

Centene
09.2022 - Current

Call Center Representative

Texas Children’s Hospital
06.2021 - 03.2022

Call Center Representative

Barnes Jewish Hospital
02.2020 - 04.2021

Front Desk Associate

Betty Jean Kerr People’s Clinic
02.2019 - 02.2020

Veterinary Receptionist

Webster Groves Animal Hospital & Urgent Care Center
01.2018 - 06.2018

Lead Call Center Representative

Missouri Baptist Medical Center
05.2017 - 07.2018

Call Center Representative

GC Services
11.2015 - 02.2017

Prep Cook

NHC National Healthcare
10.2013 - 09.2014

Lead Cashier/Sales Associate

Petsmart
06.2012 - 08.2014

BS - Social Work

Harris Stowe State University

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Ra'Necia Thomas