RENECIA LEWIS
Houston,TX
Summary
Client service professional with strong background in fostering positive client relationships and resolving complex issues efficiently. Adept at collaborating with team members to meet and exceed client expectations while adapting to evolving needs. Skilled in communication, problem-solving, and delivering high-quality results consistently. Known for reliability and proactive approach to ensuring client satisfaction and team success.
Overview
14
14
years of professional experience
Work History
Client Service Professional (Quality Assurance)
AIG- AMERICAN INTERNATIONAL GROUP
10.2019 - 08.2025
- Respond to high-volume inbound and outbound calls via phone, email and chat support to provide guidance, information and solutions to client's needs while providing excellent customer service and problem solving skills for retirement accounts- 401k and 403b.
- Process requests, payments, renewals, or account updates also adding notes or account changes in CRM system.
- Troubleshoot problems, ensure accurate data entry while using professional tone and active listening showing empathy, patience and clarity.
- Promoted to quality assurance assisting with a team of agents providing call quality control, ensuring agents met customer service standards and adhered to compliance protocols.
ENROLLEMENT SPECIALIST
ANTHEM
08.2017 - 10.2019
- Answer inbound calls from new or existing members needing help selecting or understanding health plans.
- Enroll customers into new health plans or make changes to existing coverage.
- Help members compare plans based on their needs (individual, family, Medicare, Medicaid employer-sponsored, etc.).
- Enter personal information, plan selections, and documentation with high accuracy.
- Escalate complex problems when needed while staying compliant with HIPPA regulations.
MARKET RESEARCH ANALYST
INDUSTRIAL RESOURCE INFO
06.2016 - 08.2017
- Conducted data collection and verification to ensure accuracy of reporting.
- Conduct qualitative and quantitative research on markets, competitors, and customer segments.
- Monitored competitor activity and customer trends to identify opportunities for business growth.
- Prepared reports and dashboards with a focus on documentation accuracy and compliance.
- Partnered with cross-functional teams to deliver actionable insights from market research.
CUSTOMER CLAIMS SUPPORT
ACCC INSURANCE
05.2014 - 06.2016
- Received inbound and made outbound calls to investigate and gather supporting documentation for claims resolution.
- Reviewed claim submissions for accuracy, completeness and compliance with company policies.
- Collaborated with underwriting, legal, and operations teams to expedite claims resolution.
- Processed and verified insurance claims, prior authorizations, and benefits information.
- Maintained accurate claim documentation, supporting appeals and compliance requirements.
CUSTOMER SERVICE REPRESENTATIVE
ASURION
01.2012 - 05.2014
- Assist with inbound calls via phone, email, or chat with questions about cellphone insurance coverage, billing and claims.
- Verify customer information and account details to ensure accuracy.
- Explain plan benefits, deductibles, replacement options, and coverage limits in a clear, professional manner.
- Handle escalated issues with patience and resolve disputes or complaints effectively.
- Document all customer interactions in CRM or claim systems.
- Meet or exceed performance goals, including call quality, customer satisfaction, and claim resolution metrics.
Education
HIGH SCHOOL DIPLOMA - undefined
Nimitz Senior High School
01.2011
Skills
- Microsoft Office
- Insurance Verification & Authorization
- Prior Authorization Processing
- Claims Review & Resolution
- Data Entry & Documentation Accuracy
- CRM Systems
- SAP
- OnBase
- Oracle
- Appeals Support
- HIPPA Compliance
- Client relationships
- Effective negotiation
- Compliance adherence
- Client rapport
- Client retention strategies
- Administrative tasks
- CRM software usage
Timeline
Client Service Professional (Quality Assurance)
AIG- AMERICAN INTERNATIONAL GROUP
10.2019 - 08.2025
ENROLLEMENT SPECIALIST
ANTHEM
08.2017 - 10.2019
MARKET RESEARCH ANALYST
INDUSTRIAL RESOURCE INFO
06.2016 - 08.2017
CUSTOMER CLAIMS SUPPORT
ACCC INSURANCE
05.2014 - 06.2016
CUSTOMER SERVICE REPRESENTATIVE
ASURION
01.2012 - 05.2014
HIGH SCHOOL DIPLOMA - undefined
Nimitz Senior High School