Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

RAYVEONIA PICKENS

Houston,TX

Summary

Dedicated Skilled And Professional Customer Service Representative, Claims Benefit Specialist, Chat Agent Plus Much More With More Than 5+ Years In Experience. Motivated To Maintain Customer Satisfaction And To Contribute And Exceed Targets On The Production Floor.

Overview

10
10
years of professional experience

Work History

Member Engagement Coordinator

BeneLynk
07.2024 - Current
  • Meet production/departmental goals by answering inbound/outbound calls to screen Medicare Advantage plan members to determine pre-eligibility status for additional benefits.
  • Review member's needs and provide assistance with general social programs.
  • Meet daily, weekly, and monthly performance metric related to schedule adherence, telephone availability, working rate, and Key Performance Indicators (KPI).
  • Meet quality standards by ensuring proper phone etiquette and adherence to scripts, have accurate and descriptive case documentation, and proper disposition of cases.
  • Maintain current knowledge of state and federal regulatory requirements to adhere to strict compliance of all aspects of BeneLynk's Outreach Operations.
  • Participate in BeneLynk's required staff and operational development programs. Be a team player and communicate openly and honestly.
  • Demonstrate behaviors, actions, and attitudes that reflect BeneLynk's vision, mission, and values.
  • Other duties as assigned.

Claims Benefit Specialist

Globe Life
08.2022 - 02.2024
  • Processed an average of 150 new claims per week, ensuring accuracy and completeness of all submitted documentation.
  • Achieved a 98% accuracy rate in data entry and initial claims assessment, significantly reducing the need for follow-up and rework.
  • Conducted initial reviews for 100% of incoming claims to determine eligibility and required follow-up actions, streamlining the claims process.
  • Collaborated with a team of 10 adjusters, contributing to a 20% decrease in claims processing time by effectively triaging and prioritizing cases.
  • Implemented a new data verification protocol, resulting in a 25% reduction in claim processing errors.
  • Managed a caseload of 75 active claims, ensuring timely follow-up and resolution in accordance with company policies and regulatory requirements.
  • Collaborated with medical professionals to obtain accurate information for proper benefit determination.

Sales Support

PSG Global Solutions
04.2020 - 09.2021
  • Supported a sales team of 10 representatives, contributing to a 25% increase in quarterly sales by providing accurate and timely information.
  • Processed an average of 50 sales orders per week, ensuring accuracy and timely fulfillment.
  • Generated and analyzed weekly sales reports for senior management, identifying trends and providing insights that led to a 20% improvement in sales strategies.
  • Coordinated and scheduled 30+ client meetings and product demos per month, enhancing client engagement and supporting the sales team's efforts.
  • Maintained a CRM database of over 5,000 leads and clients, ensuring data accuracy and facilitating effective follow-up by the sales team.
  • Implemented a new sales tracking system, which improved data accuracy by 40% and reduced administrative tasks by 30%.
  • Handled post-sale activities, including customer follow-up and issue resolution, achieving a 95% rate of positive feedback from clients.

Chat Specialist

Anthology
11.2019 - 06.2021
  • Handled an average of 100 chat conversations per day, providing prompt and effective assistance to customers.
  • Achieved a customer satisfaction rating of 95% through courteous and helpful interactions in chat sessions.
  • Reduced average response time by 20% through efficient multitasking and use of canned responses for common inquiries.
  • Resolved over 80% of customer issues on the first chat interaction, minimizing the need for escalations.
  • Contributed to a 30% increase in sales through proactive engagement and upselling/cross-selling techniques during chat sessions.
  • Utilized chat analytics tools to track chat volume, response times, and customer satisfaction metrics, identifying areas for improvement.
  • Collaborated with cross-functional teams to develop chat scripts and knowledge base articles, improving consistency and accuracy in responses.
  • Ensured compliance with data privacy regulations while collecting necessary customer information during chat interactions.

Customer Service Representative

Alorica
06.2015 - 10.2018
  • Handled an average of 50+ inbound/outbound calls per day, assisting customers with inquiries, troubleshooting issues, and processing orders efficiently.
  • Resolved 95% of customer issues on the first call, leading to a significant reduction in repeat calls and improving customer satisfaction rates.
  • Maintained a customer satisfaction score of 98%, consistently exceeding company targets through effective problem-solving and communication skills.
  • Achieved a call resolution time of under 5 minutes for routine inquiries and 12 minutes for more complex issues, demonstrating efficiency and proficiency.
  • Processed over 100+ orders per week, ensuring accuracy and timely delivery, contributing to a 15% increase in sales revenue.
  • Collected and documented customer feedback, resulting in a 30% improvement in product and service offerings based on actionable insights.
  • Utilized CRM software to log and track 100% of customer interactions, ensuring data accuracy and facilitating seamless follow-up and case management.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Education

High school diploma -

Chester W. Nimitz Senior High School
06.2015

Skills

  • Decision-Making
  • Documentation Abilities
  • Claims Adjustment
  • Reporting Skills
  • Understanding Of Medical Terms
  • Research
  • Problem Resolution
  • Live Chat
  • Claims Processing
  • Coding
  • Customer Service
  • Filing, Sorting, Organization
  • Data Entry

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.

Languages

English
Full Professional

Timeline

Member Engagement Coordinator

BeneLynk
07.2024 - Current

Claims Benefit Specialist

Globe Life
08.2022 - 02.2024

Sales Support

PSG Global Solutions
04.2020 - 09.2021

Chat Specialist

Anthology
11.2019 - 06.2021

Customer Service Representative

Alorica
06.2015 - 10.2018

High school diploma -

Chester W. Nimitz Senior High School

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RAYVEONIA PICKENS