Shanaria Byrd
Fresno,CA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
14
14
years of professional experience
Work History
Dental Customer Service Representative
Fortuna BMC
2023.11 - Current
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Achieved high service level scores by effectively resolving customer issues during the first contact.
- Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
- Improved claims management by working closely with the claims department to identify trends in loss ratios and adjust underwriting practices accordingly.
- Improved patient billing accuracy by reviewing and verifying insurance claims information.
- Enhanced customer satisfaction by efficiently resolving health insurance claims and inquiries.
Health Concierge
Aetna, A CVS Health
2022.02 - 2023.08
- Maintained full and current understanding of available plans, products and services.
- Provided information such as copay and premium details, pre-approval procedures and available products.
- Handled more than 30 daily inbound calls from health plan customers.
- Resolved problems related to benefits, eligibility and claims.
- Analyzed and addressed escalated claims to resolve issues quickly.
- Researched and analyzed complex claims to determine next steps and possible outcomes.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Navigated multiple computer systems and applications to find information.
- Educated clients about health insurance coverage options, benefits and costs.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
National Account Manager
Us Drug Test Centers
2020.09 - 2021.03
- Managed, supported and grew business relationships with existing accounts and developed strategies to increase sales and revenue.
- Reached out to customers frequently to check on satisfaction, inquire about needs and propose new offerings.
- Increased market penetration by growing brand awareness.
- Provided product demonstrations to share features, answer questions and overcome concerns.
Credit Specialist
Sprint
2017.07 - 2020.05
- Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.
- Devised collection recovery strategies to resolve customer issues and delinquent cases.
- Managed additional responsibilities by filling in for unavailable supervisors to maintain smooth operations.
- Developed effective relationships with customers, which helped improve overall payment processes.
- Performed semi-annual account credit limit reviews and credit increase review requests from financial service and sales teams.
Security Officer
Securitas Security Services USA
2012.07 - 2017.02
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Conducted regular patrols of key areas to spot and control security concerns.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
Cashier
Bassets Cafe
2010.06 - 2011.08
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
Education
High School Diploma - General Studies
Crescentview High School
Skills
- Active Listening Skills
- Health Insurance Plan Knowledge
- Insurance Authorizations
- Selling Techniques
- Call Center Operations
- Customer Satisfaction
- Billing Issue Resolution and Support
- Customer Retention
- HIPAA Regulations
- Insurance Coverage Verification
- Customer Relationship Management
- Commercial Insurance
- Call Transfers
- Inbound Call Management
- Claims Handling and Coverage Verification
- Call Control
- Medical Terms and Procedure Knowledge
- ICD-9-CM Coding
- HIPAA Procedures
- ICD Codes
- Investigation of Claims
- Medical Terminology
- Claims Knowledge
Timeline
Dental Customer Service Representative
Fortuna BMC
2023.11 - Current
Health Concierge
Aetna, A CVS Health
2022.02 - 2023.08
National Account Manager
Us Drug Test Centers
2020.09 - 2021.03
Credit Specialist
Sprint
2017.07 - 2020.05
Security Officer
Securitas Security Services USA
2012.07 - 2017.02
Cashier
Bassets Cafe
2010.06 - 2011.08
High School Diploma - General Studies
Crescentview High School
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