Reggiona Cole
Memphis,TN
Summary
Professional with strong background in customer service and communication, prepared to excel in client interaction and support roles. Proven ability to enhance client satisfaction through effective problem-solving and responsiveness. Known for fostering team collaboration, adapting to changing needs, and consistently delivering results. Skilled in conflict resolution, data entry, and time management, with proactive approach to meeting organizational goals. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
8
8
years of professional experience
Work History
Contact Representative
Internal Revenue Service
06.2023 - Current
- Managed inbound inquiries regarding tax regulations and filing procedures.
- Resolved complex taxpayer issues by analyzing account information and providing clear guidance.
- Managed high-volume inbound calls, ensuring customer satisfaction through effective communication.
- Resolved customer inquiries using CRM software, maintaining up-to-date records of interactions.
- Conducted quality assurance reviews, providing feedback to improve service delivery standards.
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
Lead Billing / Enrollment
Accredo Health Group / Express Scripts / Cigna
05.2019 - 06.2023
- Managed provider enrollment processes, ensuring compliance with regulatory requirements.
- Facilitated training sessions for new staff on enrollment procedures and best practices.
- Supervised team performance, providing guidance to ensure adherence to policies and standards.
- Processed billing statements and invoices, ensuring accuracy and compliance with company policies.
- Collaborated with cross-functional teams to resolve billing discrepancies, enhancing customer satisfaction.
Customer Service Representative
American Auto Shield
08.2017 - 02.2020
- Reviewed and evaluated automotive mechanical claims to determine coverage, liability, and settlement options.
- Conducted thorough investigations by gathering relevant information such as repair estimates, vehicle history, and policy terms.
- Analyzed warranty contracts and policies to ensure accurate claim processing within established guidelines.
- Managed a high volume of claims while maintaining quality standards for accuracy and efficiency.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed escalated calls, ensuring swift resolution while maintaining high customer satisfaction levels.
Education
High school diploma -
Central High School
Memphis, TN05.2017
Skills
- Medical records
- Documentation and reporting
- Help desk
- Problem management
- Medical Billing
- Customer service
- Communication skills
- Account management
- Medical collection
- Medical collections
- Inbound phone calls
- Data entry proficiency
Timeline
Contact Representative
Internal Revenue Service
06.2023 - Current
Lead Billing / Enrollment
Accredo Health Group / Express Scripts / Cigna
05.2019 - 06.2023
Customer Service Representative
American Auto Shield
08.2017 - 02.2020
High school diploma -
Central High School
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