Reniece Wright
Palmdale,CA
Summary
Dynamic customer relations expert skilled in enhancing service quality and customer experience. Experience spans managing large teams, resolving complex inquiries, and delivering high-quality care in various settings. Focused on maintaining satisfaction and fostering positive relationships with clients.
Overview
13
13
years of professional experience
Work History
In-Home Supportive Services Provider
IHSS
Los Angeles, CA
08.2021 - Current
- Delivered assistance to elderly clients in daily activities including bathing, dressing, physical transfers and care for incontinence.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome and adapt to mobility restrictions.
- Coordinated daily medication schedules and administration to manage symptoms and improve clients' quality of life.
- Delivered prescribed medication to patients following physician guidelines.
- Promoted development of healthy lifestyle to meet health and wellness objectives.
- Developed rapport to create safe and trusting a safe and trusting environment for care.
- Offered support for client mental and emotional needs to enhance physical outcomes and overall happiness.
- Documented patient progress accurately in log books, journals, and care plans.
Customer Experience Specialist
Anthem Blue Cross
Woodland Hills, California
11.2021 - 04.2026
- Maintained 98% customer satisfaction rating based on survey results.
- Guided customers through plan features, clarifying coverage levels and out-of-pocket maximums to enhance understanding.
- Assisted customers with enrollment in new plans and modifications to existing coverage.
- Handled incoming calls on health insurance claims and inquiries, providing accurate information and support.
- Resolved complex coding issues through research of medical records and consultations with physicians.
- Responded to customer emails and online chat requests with professionalism.
- Executed payment processing for premiums, co-pays, and additional charges.
- Conducted follow-ups with customers to confirm satisfaction and resolve any outstanding issues.
Customer Service Manager
ARC Communications
Pasadena, CA
01.2018 - 07.2021
- Led a team of 75 agents in coordinating training and onboarding for operational readiness.
- Managed and resolved customer tickets promptly, enhancing service delivery and satisfaction.
- Engaged clients professionally while addressing concerns and inquiries effectively.
- Provided support and solutions aligned with company customer service policies.
- Collaborated with management teams to update knowledge on new products and services.
- Guided customers through detailed verification processes for sales transactions.
- Achieved minimum 50% sales closure ratio through strategic selling techniques.
- Developed innovative promotional methods for products and services targeting potential customers.
Remote Technical Support Agent
Sykes Corporations
Smyrna, Ga
03.2017 - 01.2018
- Assisted with technical support for Wi-Fi services, Bluetooth issues, and other remote resolutions.
- Managed 80+ calls daily in fast-paced environment, resolving diverse customer needs efficiently.
- Provided accurate responses to customer inquiries via email and live chat.
- Facilitated customer installations for hardware and software solutions, ensuring successful setup and usage.
- Promoted and sold monthly and annual service plans, directly impacting revenue growth.
Remote Technical Support Agent
Asurion/ATT
Smyrna, Ga
07.2013 - 02.2017
- Diagnosed software and hardware issues across devices, restoring functionality for users.
- Provided exceptional customer service by resolving technical equipment challenges efficiently.
- Escalated unresolved issues to relevant support teams for prompt resolution.
- Documented customer interactions in ticketing system, enhancing tracking and follow-up processes.
Education
High School Diploma -
Antelope Valley College
Lancaster, Ca09-2002
Skills
- Customer support
- Insurance verification
- Multitasking and prioritization
- HCPCS coding expertise
- Error reporting techniques
- Quick learning ability
- Computer proficiency
- Critical thinking skills
- Communication skills
- Problem solving
- Call center
- Troubleshooting
- Reliability and dependability
- Windows OS
- Diagnostic coding
- Medical terminology
- Patient data identification
- Claims coding
- Claims analysis
Timeline
Customer Experience Specialist
Anthem Blue Cross
11.2021 - 04.2026
In-Home Supportive Services Provider
IHSS
08.2021 - Current
Customer Service Manager
ARC Communications
01.2018 - 07.2021
Remote Technical Support Agent
Sykes Corporations
03.2017 - 01.2018
Remote Technical Support Agent
Asurion/ATT
07.2013 - 02.2017
High School Diploma -
Antelope Valley College