Summary
Overview
Work History
Education
Skills
Timeline
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Ronkisha Thomas

Orlando

Summary

Professional with background in enhancing member experiences through strong interpersonal skills and effective problem-solving. Known for fostering team collaboration and delivering impactful results in dynamic environments. Adept at adapting to changing needs while maintaining focus on member satisfaction, communication, and efficiency. Equipped with skills in customer service, conflict resolution, and process improvement.

Overview

15
15
years of professional experience

Work History

Member Experience Advisor

Nations Benefits
09.2023 - 03.2025
  • Answer, resolve, track and document inbound/outbound calls from members and providers by engaging in active listening confirming or clarifying information and deescalating situations as necessary.
  • Ensure that the callers' needs are efficiently and accurately addressed in a timely and professional manner leaving them feeling supported and valued after each interaction.
  • Interpret member eligibility and coverage through thorough knowledge of the client products, policies, and procedures.
  • Research and resolve inquiries from internal /external customers including Enrollment, eligibility, ID cards, clinic changes, demographic changes, benefit coverage, claims, payments, member reimbursement, and demonstrated knowledge of CAG policies, procedures, and regulations.
  • Utilize software, databases, scripts, and tools to exceed call center metrics while providing excellent consistent customer service.
  • Performs additional duties as assigned by Management based on business demands.
  • Collaborated with cross-functional teams to develop initiatives aimed at enhancing overall member experiences.
  • Streamlined onboarding processes for new members, ensuring smooth transitions into the organization.
  • Enhanced member experience by implementing personalized service strategies and addressing individual needs.

Enrollment Specialist

Pyx Health
06.2022 - 06.2023
  • Engage with new customers to determine their individual or family needs, and guide them through the entire enrollment process
  • Educate customers about their new benefits and answer any questions they may have
  • Escalate problems or concerns to the appropriate supervisor, and check in with customers to ensure their questions have been fully answered
  • Track customer data in our computerized system, observing all patient confidentiality laws and guidelines.

Contract Quality Assurance Rep

Change healthcare
02.2022 - 03.2022
  • Managed and reviewed patients charts
  • Made sure all Medical information was accurate and updated
  • Ensured step process was completed through different phases of development
  • Ensured steps met consistent standards
  • Performed visual inspections, recorded quality issues, and planning processes to decrease the instance of defects in patients charts

Lead Sales Associate

GAP
11.2013 - 03.2020
  • Processed special requests such as backorder items, refunds, and exchanges
  • Supported management in creating enjoyable shopping experiences by expertly handling customers complaints
  • Set up clearance sections to move out older items and make way for seasonal products
  • Helped customers find desired items and sizes by closely supporting each person throughout the buying process
  • Located out-of-stock items for customers with other store locations or by directly contacting vendors
  • Demonstrated merchandise operation and explained features
  • Completed opening and closing duties, including counting money, balancing cash drawers, and making deposits.
  • Maintained knowledge of current sales and promotions, return and exchange policies, and security practices
  • Monitored store to assess current needs and delegated assignments to sales staff
  • Observed sales team and customer behaviors to minimize shrinkages from misuse or theft

Quality Assurance Representative

Ross & Associates
03.2013 - 04.2017
  • Support Contact Center representatives to ensure a high level of service resulting in an outstanding member experience by listening to call interactions.
  • Performs quality monitoring of inbound and/or outbound telephone calls through audio and screen capture.
  • Documents quality issues and performance measures for management review. Creating trend reports and provides recommendations for improvement.
  • Participates in Quality Assurance review sessions to discuss current trends and to calibrate calls.
  • Assists in research and analysis work efforts.
  • Assists in resolving requests that are exceptions to guidelines/procedures.

Activity Director's Assistant

Cathedral Care
02.2010 - 09.2012
  • Helped coordinate efficient meetings by preparing agendas and arranging the catering
  • Managed incoming telephone calls and emails
  • Managed confidential and sensitive matters such as illnesses and recovery process
  • Opened, sorted, and distributed incoming mail and electronic correspondence
  • Managed active calendar appointments by planning, coordinating, and aligning schedules to respect executives' needs
  • Handled telephone, email, and postal mail inquires
  • Handled basic questions and compiled lists for management review

Education

Bachelor of Science - psychology

UCF
Orlando, FL
08-2025

Associate of Arts Degree - undefined

Valencia College
ORLANDO, FL
05.2022

Skills

  • Exceptional communication
  • CRM software expertise
  • Performance tracking
  • Brand representation
  • Customer service

Timeline

Member Experience Advisor

Nations Benefits
09.2023 - 03.2025

Enrollment Specialist

Pyx Health
06.2022 - 06.2023

Contract Quality Assurance Rep

Change healthcare
02.2022 - 03.2022

Lead Sales Associate

GAP
11.2013 - 03.2020

Quality Assurance Representative

Ross & Associates
03.2013 - 04.2017

Activity Director's Assistant

Cathedral Care
02.2010 - 09.2012

Associate of Arts Degree - undefined

Valencia College

Bachelor of Science - psychology

UCF

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