Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sheila Douglas

Ennis

Summary

Experienced customer support professional skilled in building strong customer relationships and effectively handling complex situations. Demonstrates exceptional interpersonal skills and problem-solving abilities. Committed to providing prompt resolutions for maximum customer satisfaction. Proficient in accurate and efficient data entry, as well as entry-level claims processing with a goal-oriented approach.

Overview

14
14
years of professional experience

Work History

Member Service Representative

Premera
08.2024 - Current
  • Provided exceptional customer service by addressing inquiries related to health insurance policies, claims processing, and benefits coverage via phone, email, and live chat
  • - Assisted clients in understanding their health insurance plans, including coverage options, claim procedures, and eligibility requirements
  • - Processed claims accurately and efficiently, ensuring compliance with company standards and regulatory guidelines
  • - Reviewed and resolved discrepancies in claims, collaborating with healthcare providers and internal departments to ensure timely payment and customer satisfaction
  • - Educated policyholders on the appeals process, guiding them through necessary steps and documentation requirements
  • - Maintained up-to-date knowledge of industry regulations and company policies to provide accurate information and support to customers
  • - Documented customer interactions and claim statuses in the database, ensuring all information is complete and accurate for auditing purposes
  • - Conducted follow-ups with clients to ensure satisfactory resolution of issues and to solicit feedback on service delivery

Ambassador-Customer Service Representative

ActivusConnect
07.2024 - 08.2024
  • Assisting with website or application related issues
  • Answering questions regarding products or services the customer may have
  • Documenting customer interactions in the client system thoroughly, using proper spelling, grammar, and punctuation
  • Transferring data from documents into the client's system
  • Making outbound calls to collect customer information missing from applications as needed

Participant Services Representative II

Aspira
09.2019 - 02.2023
  • Responds to various inbound and outbound calls, electronic chat, fax, customer emails, active tickets, etc., with pleasant telephone etiquette, the ability to effectively communicate information, provide inquiry resolution and escalation to callers per established processes, serve as a knowledgeable resource to callers utilizing company workflows and processes, and present caller-solutions in compliance with Aspira policies and position standards

Data Entry Clerk

Dallas County Elections
04.2019 - 07.2019
  • Data entry multi-tasks
  • Problem resolutions with voters
  • Prepare voter packets for the elections

Customer Service Representative

GROUP MANUFACTURING SERVICES
06.2011 - 10.2018
  • Receive incoming calls, high calls met with customer in person upon appointed times provide information about products and services, to take orders or cancel accounts obtain details of complaints
  • Resolve customers' service or billing complaints performing tasks such as exchanging merchandise, refunding money, and adjusting bills

Education

Associate in Applied Science - undefined

ESS
Dallas, TX
05.1994

Skills

  • Customer service
  • Relationship building
  • Financial transactions
  • Customer support
  • Call center experience
  • Dispute resolution
  • Data entry

Timeline

Member Service Representative

Premera
08.2024 - Current

Ambassador-Customer Service Representative

ActivusConnect
07.2024 - 08.2024

Participant Services Representative II

Aspira
09.2019 - 02.2023

Data Entry Clerk

Dallas County Elections
04.2019 - 07.2019

Customer Service Representative

GROUP MANUFACTURING SERVICES
06.2011 - 10.2018

Associate in Applied Science - undefined

ESS

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Sheila Douglas