Rebecca Douge
Orange Park
Summary
Customer Service Representative with over 6 years of experience excels in enhancing customer satisfaction and streamlining operational efficiencies. Proficient in word processing, software troubleshooting, and possessing a strong foundation in medical office protocols including insurance verification and medical terminology. Demonstrates a proven track record in problem-solving, data entry accuracy, and maintaining composure under pressure, aiming to leverage these skills in a dynamic new role.
Overview
5
5
years of professional experience
Work History
Insurance Redetermination Specialist
Infinite Computer Solutions
12.2023 - 03.2024
- Managed and improved communication channels for efficient healthcare coverage redetermination
- Updated and maintained member records with precision to ensure accuracy
- Proactively assigned or altered Primary Care Providers based on member’s preferences
- Ensured seamless healthcare access by timely dispatching Member ID cards
- Maintained strict adherence to HIPAA regulations, safeguarding member confidentiality
- Mentored and trained new employees, enhancing overall team performance
Resource Planning Analyst
Alegis Care
10.2022 - 03.2023
- Utilized analytical skills to evaluate customer service performance metrics, identifying operational bottlenecks
- Implemented innovative resource planning strategies, improving operational efficiency
- Enhanced customer experience by providing exceptional service, resolving issues promptly and professionally
- Contributed to business growth by retaining customers through proactive problem-solving and effective communication
Customer Service Representative
Teleperformance
05.2022 - 07.2022
- Drove customer service excellence by attentively listening to concerns and providing tailored solutions
- Enhanced operational efficiency by optimizing resource allocation, informed by meticulous data analysis
- Leveraged industry best practices and innovative data visualization techniques to identify improvement areas
- Maintained composure in high-stress situations, effectively de-escalating conflicts with upset customers
- Contributed to business growth by fostering positive customer experiences, encouraging repeat patronage
Resource Planning Analyst
Sitel
07.2020 - 05.2022
- Spearheaded the analysis of customer service performance metrics to pinpoint resource allocation inefficiencies
- Mastered Microsoft Project software to manage project plans, ensuring optimal utilization of resources and budget adherence
- Pioneered research into industry best practices for workforce optimization, identifying potential enhancements for existing operations
- Leveraged data visualization techniques for clear presentation of resource utilization trends, facilitating informed decision-making
- Delivered top-tier customer service, resolving service and billing issues, and fostering customer loyalty through improved experiences
Customer Service Representative Agent
Cirrus Solutions
09.2019 - 07.2020
- Managed customer service performance analytics to pinpoint resource allocation inefficiencies
- Leveraged Microsoft Project for project planning, ensuring optimal resource utilization and budget adherence
- Implemented industry best practices for workforce optimization, enhancing operational efficiency
- Utilized data visualization techniques for presenting resource utilization trends, aiding strategic decisions
- Delivered exceptional customer service, resolving queries and issues, leading to improved customer satisfaction
- Efficiently de-escalated tense situations, maintaining a calm and supportive demeanor with distressed customers
- Contributed to repeat business by capitalizing on opportunities to enhance customer experiences
Customer Service Representative
IQor
12.2018 - 10.2019
- Provided exceptional customer service by handling inbound calls from T-Mobile customers, effectively assisting with order tracking, device troubleshooting, and billing inquiries.
- Assisted customers in troubleshooting various device issues, guiding them through step-by-step processes to resolve problems and improve their overall satisfaction.
- Processed customer bill payments promptly and accurately, ensuring secure transactions and maintaining up-to-date billing records.
- Managed high call volumes in a fast-paced environment while utilizing multiple systems and databases to provide timely and accurate information.
- Developed strong empathetic relationships with customers, actively listening to their concerns and addressing them with care and professionalism.
- Escalated complex issues to the appropriate departments when necessary, ensuring swift resolutions while maintaining high customer satisfaction levels.
- Collaborated with team members and participated in training sessions to enhance service delivery and share best practices.
- Achieved consistently high metrics in customer satisfaction scores, call resolution rates, and adherence to quality assurance guidelines.
Education
Plantation High School
Plantation, FL06.2017
Skills
- Customer Service
- Computer Operation
- Data Visualization
- Problem Solving
- Communication Abilities
- Basic IT Skills
- Phone Etiquette
- Data Entry
- Order Entry
- Insurance Verification
- Medical Scheduling
- Medical Records
- HIPAA
- EMR Systems
- Medical Terminology
- Customer Support
- Software Troubleshooting
- Computer Literacy
- Windows
- Microsoft Office Expertise
- Salesforce
Languages
English
Native or Bilingual
Timeline
Insurance Redetermination Specialist
Infinite Computer Solutions
12.2023 - 03.2024
Resource Planning Analyst
Alegis Care
10.2022 - 03.2023
Customer Service Representative
Teleperformance
05.2022 - 07.2022
Resource Planning Analyst
Sitel
07.2020 - 05.2022
Customer Service Representative Agent
Cirrus Solutions
09.2019 - 07.2020
Customer Service Representative
IQor
12.2018 - 10.2019
Plantation High School
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