Renea Ticking
Huntsville,AL
Summary
Seeking a position which will allow me to relocate and utilize my customer service and collection skills to expand the company Forward-thinking Operations Specialist bringing 10 years of expertise in customer support for Humana sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient in Microsoft Office and CRM.
Overview
16
16
years of professional experience
Work History
Inbound Contacts Representative 2
Humana
10.2022 - Current
- Assisting members with questions about claims, Assisting members about meeting deductibles, Meeting monthly metrics, Troubleshooting online services and redeeming features online
Customer Service Representative
Verizon Wireless, Inc
10.2020 - 08.2022
- Answering incoming calls, Assisting customer with bill explanation, Meeting monthly metrics, De-escalating supervisor calls, Assisting with upgrades and adjustments to service to decrease bill
Bad Debt Collector
Uptain Group Inc, MedCo
12.2019 - 08.2020
- Navigating through two dialer systems (outbound and inbound), Collecting on medical debt sent to collection by creditor and hospitals, Meeting monthly goals for incentives, Being in compliance and staying up to date with the company policies and FDCPA laws
Senior Account Customer Service Representative
At&t Inc
10.2018 - 12.2019
- Answering inbound calls, Assisting with canceling services, Suggesting upsells that fit customer needs, De-escalate supervisor call, Explaining contract agreements and penalties
Customer Service Manager
Spectrum Communications
02.2015 - 08.2018
- Answering incoming calls, Assisting customer with bill explanation, Meeting monthly metrics, De-escalating supervisor calls
Medical Imaging Process Clerk
St. Vincent’s Medical Center East
03.2016 - 02.2017
- Checking in outpatients, Keying in charges (ICD-10) for procedures, Placing Images of the procedures on disc for patient, Running reports for doctor’s offices, Answering the phone, Greeting patients
Account Manager
Portfolio Recovery Associates, LLC
12.2014 - 03.2016
- Navigating through two dialer systems (outbound and inbound), Collecting on old accounts bought by the company, Meeting monthly goals for incentives, Being in compliance and staying up to date with the company policies and FDCPA laws
Financial Care Representative
T-Mobile Call Center
12.2012 - 03.2014
- Answering incoming calls, Collections on delinquent accounts, Disclosing past due bill, Meeting monthly and quarterly metrics
Receptionist
Brookwood Ophthalmology, INC
06.2008 - 11.2012
- Greeting Patients, Answering the phone, Scheduling appointments, Verifying insurance, Copying, faxing, and scanning documents, Optical Sales, Collections
Education
No Degree - Information Technology
T.A. Lawson State Community College
Birmingham, ALHigh School Diploma -
Carol W. Hayes High School
05.2008
Skills
- Market Research
- Needs Analysis
- Customer Support
- Sales Reporting
- Technical Troubleshooting
- First Call Resolution Expertise
- Conflict resolution
- Computer literacy
- CRM software expertise
- Problem-solving abilities
- Telephone etiquette
- Empathy and understanding
- Time management
- Written communication
- Active listening
- Till Counting
- Website Navigation
- Customer Experience
- Customer Loyalty
- Customer Needs Assessments
- Call Control
- Good Listening Skills
- High-Volume Call Centers
- New Hire Coaching
- First-Tier Technical Support
- Quality Assurance Evaluation
Summary Of Qualifications - Skills
- Excellent verbal and written communication and customer service skills
- Demonstrated ability to organize and prioritize assignments
- Proficient with computers, including Microsoft Office Suite
- Proven ability to use fax machine, calculators, printers, copiers, various computer programs, optical scanners, and credit card machines
- Ability to transport patients via wheelchair
- Track record of upholding strict patient confidentiality
- Able to work a flexible schedule including weekends and holidays
- Typing speed – 45 wpm
Timeline
Inbound Contacts Representative 2
Humana
10.2022 - Current
Customer Service Representative
Verizon Wireless, Inc
10.2020 - 08.2022
Bad Debt Collector
Uptain Group Inc, MedCo
12.2019 - 08.2020
Senior Account Customer Service Representative
At&t Inc
10.2018 - 12.2019
Medical Imaging Process Clerk
St. Vincent’s Medical Center East
03.2016 - 02.2017
Customer Service Manager
Spectrum Communications
02.2015 - 08.2018
Account Manager
Portfolio Recovery Associates, LLC
12.2014 - 03.2016
Financial Care Representative
T-Mobile Call Center
12.2012 - 03.2014
Receptionist
Brookwood Ophthalmology, INC
06.2008 - 11.2012
No Degree - Information Technology
T.A. Lawson State Community College
High School Diploma -
Carol W. Hayes High School
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