Summary
Overview
Work History
Education
Skills
Timeline
OfficeManager

SANDRA DAVIS

sandradavis7711@gmail.com 916-889-5511
CA

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Customer Service. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships. Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance. Effective at operating within regulations and department guidelines.

Overview

20
20
years of professional experience

Work History

Provider Rep

Gainwells Tech
Sacramento, CA
11.2020 - Current
  • Addressed and resolved members issues regarding reimbursement,Maintained technical knowledge regarding Independent Health's contracts and benefits and working knowledge ofpolicies and procedures.
  • Utilized Power MHS and Core Plus systems for obtaining benefit and claims information.
  • Updated records with all interactions and customers transactions.
  • Documented correspondence using the IMAX system.
  • Efficiently and accurately managed provider requests for demographic information such as tax identificationnumbers and new addresses.
  • Record and log all pertinent communication including inquiries and counteract with providers and hospital staff toresolve claim and benefit related issues.
  • Researched and resolved disputes.

VIP Customer Service Rep

Sacramento Bee
Sacramento, CA
03.2019 - 06.2020
  • Assist with walk in customer regarding there news paper. Updating member address and phone numbers. Assist with billing issue, answered a constant flow of customer calls. Gather and versified all required customer information for tracking purpose.
  • Defused volatile customer situation calmly and courteously, Accurately documented researched and resolved customer service issue. Managed customer calls.
  • Served customers in a friendly, efficient manner following outlined steps of service.
  • Offered friendly and efficient service to all customers, handled challenging situations with ease.
  • Identified issues, analyzed information and provided solutions to problems.

Cashier

Fry's Electronics
Sacramento, CA
11.2018 - 02.2019
  • Maintained clean, organized, and well-stocked checkout areas with regular attention to displays.
  • Balanced cash drawer at beginning and end of each shift, investigating and resolving any discrepancies.
  • Put together on line orders, verified completeness, and bagged items for easy carrying.
  • Processed new orders, returns, and exchanges, handling 25 transactions per day on average. Processed refunds and exchanges for different products.
  • Collected counter payments from individuals paying credit cards bills.
  • Kept customers happy by quickly processing payments and bagging purchases.
  • Maintained accurate register totals by carefully counting and securing cash.
  • Rang up customer items quickly and accurately using POS system.
  • Satisfied customers with quick and comprehensive support for all needs.

Customer Service Rep

Ehealth
Gold River, CA
04.2014 - 01.2016
  • Verify insurance plans and coverage by creating and maintaining liaison with insurance company personnel.
  • Take inbounds calls from providers and members.
  • Informed customers about there benefits. Achieved complete understanding of benefits options and application processes for patients. Helped patients complete important applications by instructing on different steps on obtaining missing information.
  • Provided information to providers on insurance policy, claim status and member eligibility, product knowledge.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Updated records with all interactions. Coordinated medical forms, including HIPAA-mandated releases.
  • Maximized satisfaction by anticipating needs and consistently offering expert support.
  • Answered customer questions about policies and procedures with friendly and knowledgeable approach.
  • Recaptured customer loyalty with expertise in de-escalating conflicts and building personalized solutions.
  • Protected customer and company information with strict use of established security procedures.
  • Resolved issues based on thorough investigations of concerns.
  • Met inbound customer needs while maintaining strict performance targets.
  • Investigated and resolved customer concerns related to there insurance coverage and benefits. Sent out additional insurance cards per members request. Provided information on insurance claims and reimbursement.

Customer Service Rep

VSP
Rancho Cordova, CA
06.2012 - 03.2014
  • Assisting doctor's offices with benefits inquiries,Authorizing vision services for special needs members.
  • Submitting/reviewing/processing/editing claims. Providing plan information for the group as a whole or for an individual employee.
  • Provided inquiries into members vision insurance plans.
  • Provided information on doctors and available. Assisting VSP members, doctors, and clients with claims and reimbursement. Updated records with all interactions and customers transactions.
  • Safeguarded customer data by observing all information security policies and confidentiality guidelines.
  • Accepted and processed applications for new vision insurance, answered incoming calls, chat messages, and email communications. Resolved customers' issue and complaints in a timely manner, resolved issues based on thorough investigations of concerns.

Customer Service/Retention

Sprint
Rancho Cordova, CA
09.2005 - 05.2013
  • Receiving incoming calls from customer regarding cellular service.
  • Change rate plans, cancel phone service and explanation of bill.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Documented conversations with customers to track requests, problems and solutions.
  • Upheld privacy and security requirements established by regulatory agencies.
  • Kept abreast of rapidly evolving technology to provide exceptional support, develop proactive issue resolutions,and share benefits of new technologies.
  • Resolved average of 800 inquiries per week to consistently meet performance benchmarks, including speed,accuracy and volume.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Trained new employees each quarter in procedures and policies in order to maximize team performance.
  • Entered customer interaction details to track requests, document problems and record solutions offered.
  • Suggested new procedure to persuade cancelling customers to stay with company, resulting in decrease in cancellations.
  • Regularly exceeded daily sales and product add-on quotas.
  • Educated customers on promotions to enhance sales.

Education

High school - General Studies

Grant Union High School
09.1976 - 06.1979

Skills

Microsoft Officeundefined

Timeline

Provider Rep

Gainwells Tech
11.2020 - Current

VIP Customer Service Rep

Sacramento Bee
03.2019 - 06.2020

Cashier

Fry's Electronics
11.2018 - 02.2019

Customer Service Rep

Ehealth
04.2014 - 01.2016

Customer Service Rep

VSP
06.2012 - 03.2014

Customer Service/Retention

Sprint
09.2005 - 05.2013

High school - General Studies

Grant Union High School
09.1976 - 06.1979

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SANDRA DAVISsandradavis7711@gmail.com 916-889-5511