Rayjene E. Craft
Plano
Summary
Dynamic customer service professional with the ability to resolve complex client issues in a timely manner; Provides a consultative and empathetic approach to achieve results that benefit the customer and company; Trusted team player and mentor to representatives; Eager to take on additional responsibilities and learn new skills
Overview
19
19
years of professional experience
Work History
Healthcare Escalation Specialist
Willis Towers Watson
09.2019 - 08.2024
- Manage and resolve complex customer inquiries and complaints related to healthcare services
- Coordinate with customers, healthcare providers, and insurance companies to gather information and find solutions to problems
- Analyze trends in customer inquiries and complaints to identify areas for improvement in customer service procedures
- Collaborate with other departments and teams within the company to ensure that customer issues are addressed and resolved in a timely manner
- Providing coaching or training to customer service representatives on best practices for handling escalated customer inquiries or complaints
Customer Service Representative
Extend Health
10.2012 - 09.2019
- Company Overview: (Acquired by Willis Towers Watson)
- Responsible for gathering PHI, creating customer record and setting appointments for Medicare subsidy plan enrollment
- Provide research and resolution for application and plan errors relating to enrollment and policy issuance
- Provide participant information relating to Health Reimbursement account statuses, funding, and eligibility
- Provide day to day support to client service account managers gathering information and troubleshooting issues
- Take direction from multiple sources and coordinate the work of others into final format
- Work multiple issues/projects at a given time when needed
- Run reports and communicate call metrics, enrollment stats and trends to the client
- Update and/or create client tickets to resolve issues
- Communicate with various levels of client management
- (Acquired by Willis Towers Watson)
Shipping/Receiving Customer Service Representative
Stanley Security
07.2006 - 12.2009
- Company Overview: (Adecco Staffing)
- Process incoming orders and packages daily
- Prepare outgoing orders for shipping
- Assist with high volume orders
- Construct core for locks for doors and cut keys
- (Adecco Staffing)
Customer service Representative
United Health Insurance
12.2005 - 06.2006
- Company Overview: (Ryder Bush Staffing)
- Assisted clients with inquiries regarding life and health insurance policies
- Enrollment of prospective customers for a wide range of insurance needs
- Verified insurance coverage for health care providers
- Referred members to various providers to meet multiple needs
- (Ryder Bush Staffing)
Education
High School Diploma - Gender Studies
Roosevelt High School
Gary, IN05.1980
Skills
- Strong interpersonal and communication skills
- Proficient in Windows Office Suite
- Organizational skills
- Customer service orientation
- Adaptability
- Ability to work under pressure
- Deep understanding of healthcare terminology including Medicare Parts A, B, C and D
Timeline
Healthcare Escalation Specialist
Willis Towers Watson
09.2019 - 08.2024
Customer Service Representative
Extend Health
10.2012 - 09.2019
Shipping/Receiving Customer Service Representative
Stanley Security
07.2006 - 12.2009
Customer service Representative
United Health Insurance
12.2005 - 06.2006
High School Diploma - Gender Studies
Roosevelt High School
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