Shantoria Rogers
Jacksonville,FL
Summary
Customer Service Representative/Advocate who maintains a high level of professionalism, patience and efficiency to maximize productivity. Compassionate and energetic professional with a track record of providing excellent customer service desiring to contribute to day-to-day operations within a dynamic healthcare organization.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Complex Customer Care Representative Sr
UnitedHealth Group
09.2021 - 09.2024
- Checked to ensure that appropriate changes are made to resolve customers' problems
- Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Properly documenting notes and effectively summarizing conversation details
- Openly accept feedback, coaching & training to further develop skills
- Referred unresolved customer grievances to designated departments for further investigation
- Focused on resolving issues on the first call, navigating through complex computer systems to identify the status of the issue and provide appropriate response to caller
- Delivered information and answer questions in a positive manner to facilitate strong relationships with providers and their staff
- Interacting with hundreds of callers daily and using techniques like active listening and critical thinking to bring resolutions to a wide array of customer service inquiries
- Completed the documentation necessary to track provider issues and facilitate the reporting of overall trends
- Examine claims records and forms to determine whether the patient has medical insurance
- Complete logs, reports, forms and records to properly document medical claims.
Customer Care Advocate
Internal Revenue Service
10.2019 - 10.2020
- Provided technical assistance to individuals and/or businesses primarily through telephone interaction in a dynamic call center environment
- Addressed wide range of issues/problems that require unique solutions
- Applied the tax code to assist taxpayers in understanding and meeting their tax responsibilities
- Developed, analyzed and evaluated information involving the research of computerized records by accessing multiple online/database systems.
Court Records Clerk
Duval County Clerk of Courts
05.2014 - 10.2019
- Recorded case dispositions, court orders, or arrangements made for payment of court fees
- Prepared documents recording the outcomes of court proceedings
- Examined legal documents submitted to courts for adherence to laws or court procedures
- Performed administrative tasks, such as answering telephone calls, filing court documents, or maintaining office supplies or equipment
- Communicated with customers, employees, and other individuals to answer questions, disseminate or explain information, take orders, and address complaints.
- Assisted with typing, data entry, and answering incoming calls as required.
- Maintained accuracy of records by verifying accuracy of data in records.
Education
Associate of Science Degree - Medical Billing and Coding
Ultimate Medical Academy
05.2023
High School Diploma - Business Administration
Samuel W. Wolfson High School
Jacksonville, FL05.2006
Skills
- Decision-making skills
- Critical thinking skills
- Data entry (experience using 10-key number pad)
- Reviewing, evaluating, and improving processes
- Customer Service oriented
- MS Excel
- MS Word
- MS PowerPoint
- Typing Speed: 50 WPM
- Customer Service
- Data Entry
- Call center experience
- Payment Processing
- Problem Resolution
- Customer Relations
Certification
Ultimate Medical Academy, Clearwater, FL, HIPAA, Data management and storage procedures., Privacy agreements and how to manage them., Health data comprehension and management skills.
Timeline
Complex Customer Care Representative Sr
UnitedHealth Group
09.2021 - 09.2024
Customer Care Advocate
Internal Revenue Service
10.2019 - 10.2020
Court Records Clerk
Duval County Clerk of Courts
05.2014 - 10.2019
Associate of Science Degree - Medical Billing and Coding
Ultimate Medical Academy
High School Diploma - Business Administration
Samuel W. Wolfson High School